Return policy

Introduction –

All products purchased through rattancity.co.uk have a warranty of 2 years after delivery. We assure all customers of rattancity.co.uk who are not happy with what has been delivered can request a return for a full refund if all conditions are met. Once the request has been approved, we will send the refund amount or replacement items to you. Below contains all the information you need to help get the return or refund accepted. Please read through the information provided to help you understand the refund process and what’s required.

Cancelling your order –

You have the right to cancel your order within 14 days without reason for a full refund. If you wish to cancel, please contact us as soon as possible via email – info@rattancity.co.uk. If your order has been delivered you will be liable for the return costs for order cancellations, unless the items are damaged on arrival.

Delivery of goods –

All our items are delivered by a selected courier service. Please check your goods to ensure it is correct and check to see if they are any visible damages. If any item received is damaged or with defects, then please notify us within 48 hours.

If any item is incorrect or has missing parts, then please notify us within 48 hours via email.

If contacting us for any of the above issues, please include your order reference and a brief description of the issue. We will require any photographic evidence if required. Failure to include any of the required information may lead to your claim being rejected.

Once the items have been delivered it is the buyer’s sole responsibility to ensure the items are kept safe and undamaged to ensure a longer lifespan.

For any issues, please email us – info@rattancity.co.uk

Returns Policy Process –

In the unlikely event, you would like to return any items please email us within 14 days of your order being delivered. If your items have not been assembled or used and are being returned in their original packaging, we would be happy to accept returns of the item. Once your return has been accepted, please ensure all items are returned to us within 7 days. If the goods are not returned within this timeframe, this will result in the returns being rejected.

If the goods have been signed as damaged on delivery or there is a defect, we will arrange collection free of charge. For any other reason, the buyer is responsible for the return shipping costs.

We understand that many customers do not have the means to return large items. Therefore, a collection of items can be made by our courier services upon request. A charge will be made for the collection of the items. The charge will be calculated according to the number of items being returned and the size of the items.

If you wish to return your order after a delivery has been made, it is your responsibility to return the items to our specified return address in a good saleable condition at your own cost, no later than 7 days from the day on which you informed us of your cancellation. Please email us regarding returns, once approved we will provide a return address.

All returns must be returned in their original packaging where possible. Failure to do so will result in additional charges that will be deducted from your refund to cover the cost of the missing packaging or any damage that occurs due to the item not being packaged correctly. Once we have received your return the items will be inspected thoroughly for any signs of use, misuse, or any damage/fault caused by the buyer’s negligence. If the goods show any of these signs, they will then be returned to your confirmed address and a surcharge levy to cover postage costs will apply at the buyer’s expense. If your goods have been assembled and are not faulty, or have been used, you will not be able to return your goods for a refund. After the returned goods have been inspected and we find there are no discrepancies concerning the above your refund will be processed within 14 days.

Return Method –

Pick-up: The carrier will come to the address of you the customer of Rattan City had the products delivered to collect the package. This option is available both for parcel and pallet returns.

Please inform us if you wish to make a return of a product do not return the item without our consent and approval. You risk having to pay additional charges for any unrecognised products being returned.

Items returned without the original packaging –

If the shipment needs to be repackaged without original packaging, make sure the size and weight of the parcels be similar to the original and not exceed the carrier’s restrictions. You must also inform us of the following:

The number of boxes that you the customer of Rattan City will use.
The size and weight of each box.

Rattan City will not be responsible for any additional shipping costs if these conditions are not met.

You the customer of Rattan City is responsible for making sure the items due for return are packaged properly with adequate packing material and secured correctly with the required information. Our delivery crew have the rights to refuse any return orders if the packaging or related information is not adequate for transport. Rattan City is not responsible for any refused returns if the items are not packaged correctly.

Return is always free of charge for all return reasons provided below.

Damaged items
Missing components
Product not received
Address change
Order cancellation
Product not functioning

These are the basic guidelines for a return, you must contact us if you wish to return an item. We will help you through the process and provide a list of instructions that will aid the process. You can contact our team via email or the contact box.