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Returns & Refunds
RattanGardenFurniture.co.uk hope all our customers are satisfied with their orders. However, if for any reason you have any problems with your order, please contact us. Any unwanted goods must be returned unused and its original condition within 14 days for a replacement or refund.
How do I return an item I have received but no longer require?
If you no longer require an item you have ordered, you can send it back providing you contact us within 14 days of the order being received. You can reach our Customer Service team either by our after sales page or call us on 0845 034 6570.
How do I return an item I received damaged and no longer require?
The best way to ensure that this does not happen is to check the item carefully BEFORE signing for it when it is delivered. If you should receive a damaged product, please sign for the item as damaged and let us know within 48 hours. We will need photographic evidence of the damage. Collection will be arranged at a time that is convenient for you, but there must be someone at home to provide a customer signature on pick up. Please use our after sales page to report any damages.
If a product is delivered damaged and I want a replacement what happens?
To prevent this from happening, please make sure that you check the product carefully BEFORE signing for it when it is delivered. If the product is damaged and you would like a replacement you will need to let us know, and provide photographic evidence, within 48 hours. We will arrange a convenient time for the collection of the damaged item and the delivery of the replacement. Someone will need to be at home at the time to provide a customer signature. Please use our after sales page to report any damages.
Who pays for the return costs?
In the case of a damaged or faulty product, we will cover the cost of the return and the delivery of the replacement. However, in the case of a product that is no longer wanted, there will be a restocking fee which will be deducted off you total refund. The item must be returned in a re-saleable condition and, if we are satisfied that this is the case, we will issue you with a refund for the product’s full amount minus any restocking fees.
How long does the Refund take to go back into my account?
A refund to your credit / debit card can take from between 3 - 5 working days after the refund has been approved. Refunds are normally approved by management everyday at 4pm. A refund to your PayPal account is normally instant, however, in some cases, however funds can take up to 3 working days to enter a customer account. Refunds are normally approved by management everyday at 4pm.
What happens if I refuse delivery?
In this event, you will need to pay an admin fee that is deemed reasonable according to the size and nature of the order. You will also have to pay the initial postage costs in order to cover the administration of goods’ despatch. These fees will be deducted from the refund amount when the goods are returned to us.