TERMS AND CONDITIONS - RATTAN GARDEN FURNITURE LTD.
By using or accessing our website and/or placing any order(s), you agree to be legally bound by these terms and conditions. If you do not wish to be bound by these terms and conditions then you may not use or access our website or place orders.
These terms relate to sales in person at our showrooms, over the Internet and over the phone with Rattan Garden Furniture Ltd. The contract made by you on-line with us incorporates these terms and conditions, which shall prevail over any and all terms and conditions proposed by you.
You should not proceed with your order until you have read and agreed to these terms and conditions.
1. PRODUCT SPECIFICATIONS
1.1 We and our suppliers have a policy of continuous product development and reserve the right to amend the specifications of any goods or products without prior notice in relation to future sales. This includes adjustments to sizes or ornamental detailing on individual items purchased. Please email or call ahead to check exact sizes or potential changes as on occasions minor adjustments may have been made by our supplier.
1.2 Products supplied may differ as a consequence from those on display or advertised. Unless agreed with you, the products supplied will be of equivalent value, functionality and appearance.
1.3 All our furniture is made from quality Materials and accordingly appearances may vary. When you are purchasing our furniture you are buying handmade pieces. Although our furniture comes with a 5 year structural guarantee, it is designed for domestic use only we do not recommend it for commercial use.
1.4 Leather products are made from quality leather and accordingly they may not be uniform in colour or texture.
1.5 All furniture is handmade and occasionally there may be manufacturing defects. All products are warranted against manufacturing defects, except for all moving parts (mechanisms, castors, drawers) and seating upholstery which are subject to usage related wear and tear. If an item of furniture has a faulty part, such as a cushion, panel or foot, we are entitled to offer a replacement item in the first instance as these types of defects are in no way detrimental to the purpose or structure of the item. If the faulty part is not in stock, the replacement will be delivered once shipped from our Suppliers, in some circumstances this can take up to 12 weeks.
1.6 We endeavour to display as accurately as possible the colours of our products that appear in our showrooms, on our website and other promotional materials. However we cannot guarantee the complete accuracy of the pictures or photographs that are shown. Many conditions such as monitor settings and batching can affect the colouring of items in a picture.
1.7 From time to time we have a specifically marked section of our website marked as clearance ranges, when you purchase items from a clearance/discontinued range please note that this stock may not be new or boxed. The items are from a discontinued range and as such are being sold as seconds. These items may have been excessively handled so may have knocks, scratches or other defects due to being over handled. The sale price takes this into consideration.
1.8 At Rattan Garden Furniture Ltd. the majority of our products are designed with no home assembly needed, however on occasions to aid in delivery or to avoid damage, our designers have deemed it best that certain items will need minimal home assembly. Most dining tables and beds may need some minor assembly. Items needing minimal home assembly will be clearly identified in the individual item description. Rattan Garden Furniture Ltd. designers have, to the best of their ability, ensured any assembly is as simple as possible and in no way detracts from the quality or structural integrity of the product. We do not unpack any of your items or assemble any of your furniture on delivery unless specifically agreed at point of sale. Our drivers operate to a strict timetable so it is important that all other deliveries that day are met on time. Please note that we cannot facilitate the removal of any of your packaging.
2. MEASUREMENTS
2.1 All dimensions specified by us are approximate due to the items being handmade and within a tolerance range.
2.2 We will not accept any liability for any extra costs incurred by you as a result of incorrect or incomplete measurements or information supplied by you, or minor alterations made by the supplier. Please email ahead if a small change in size may deem the item unusable.
2.3 The onus is completely on the the customer to ensure that the items fit through doors and passage ways before deliverey, if they do not and we have to return them to the warehouse we are fully entitled to charge a £60.00 restocking fee due to staff & fuel costs for the failed delivery.
3. PRICES
3.1 All prices include VAT, where appropriate, at the prevailing rate and are subject to any promotional offer or discount.
3.2 The prices displayed on the website are for online purchases and promotions only and are not transferable to sales through any other means. Prices relating to any online promotion are valid strictly until midnight on the day on which the promotion expires, as determined by us.
3.3 We will not be bound to honour any prices, where we have indicated to you subsequently that the prices displayed have been displayed in error. In these cases a refund will be offered.
4. PAYMENT
4.1 You can pay by cash (in showrooms only), credit card or debit card at the time of order. The price of any product is the price in force at the date and time of your order. You undertake that all details you provide to us for the purpose of purchasing products which may be offered by us on our website or in our showrooms, will be correct; that the credit card or debit card which you use is your own and that there are sufficient funds to cover the cost of any products. We reserve the right to obtain validation debit / credit card details before accepting your order.
4.2 Payment will be taken in full at the time of the order unless there is a problem with the website.
4.3 The contract shall not have been concluded until we have completed all of the following steps: we have received your debit/credit card payment details, we have accepted your order and sent you confirmation of receipt of your order by return email to the address you have given us during the registration procedure and we have dispatched the goods to you.
4.4 We are entitled to refuse any order placed by you.
4.5 We reserve the right to accept either a discount code or cash back; we are unable to accept both on one order.
4.6 We reserve the right to cancel and refund any order, at any time.
4.7 Any cancellations requested by the customer after an Invoice has been raised either on-line or in store will be subject to a 12.5% Administration Charge.
5. DELIVERY
5.1 We are only able to deliver orders to you if you have a permanent address on mainland UK - Deliveries to Scotland and Wales are subject to delivery charges, please call Customer Service for details and costs.
5.2 We will always endeavour to deliver your goods as soon as possible, but please be aware that the delivery in certain post codes or during busy periods could take longer. The date suggested on your order confirmation is our estimated delivery date. We will endeavour to deliver your furniture on or before this date. However, circumstances beyond our control may occasionally dictate that items can be delayed; this may be on route to our warehouses from overseas or on very rare occasions unavoidable issues can happen on the day of delivery.
5.3 Small orders may be dispatched by post or courier.
5.4 For all orders - any changes made to the content of your order will have an impact on your delivery date. We may therefore be unable to deliver your goods on your confirmed delivery date should changes occur and if so, a new delivery date will be given. If we are unable to deliver your entire order on the same day due to unforeseen circumstances, we will deliver your order in instalments. We will not charge you for this; however, if this is at your request, we may charge you extra delivery costs. If we are late delivering one or more of the parts of your order that will not entitle you to cancel any subsequent instalments which complete the order.
5.5 You are responsible for providing a safe means of access from the public highway to the place of delivery. If our Home Delivery Team considers that access is unsafe then we will not deliver the goods until safe access is provided.
5.6 If the customers or their representatives are not available at the time or day of delivery they should inform us at the earliest possible opportunity by telephone. Should we be requested to make a second attempt at delivery a £70 re-delivery fee will apply.
5.8 If we accidentally damage goods in the course of delivery our liability for that damage is limited to the repair or replacement of the faulty item.
5.9 Time of delivery is not covered in these Terms & Conditions. We will not be liable for any loss or damage suffered by you through any reasonable delay due to unforeseen circumstances outside of the reasonable control of Rattan Garden Furniture Ltd. or any reasonable rescheduling of delivery (Our Home Delivery Team cannot offer any timed or Saturday deliveries).
5.10 In the unlikely event that there is an issue with your goods on arrival - please don't worry; our Customer Service Team will help to resolve the matter for you as quickly and conveniently as possible. To report any issues please contact us via email only on: sales@rattangardenfurnitureltd.co.uk
We cannot deal with any complaints on the Sales telephone number.
Once your service case has been raised, a member of our Customer Service Team will look into the best way to resolve the situation and you will be contacted within two working days (N.B. a working day is classified as between Monday to Friday only).
Please do not report any issues to our drivers, showroom staff or Home Delivery team as our Customer Service Team are best placed to expedite the most efficient resolution.
Please report all damages within 24 hours of delivery. Please note we will require proof of the damage in the form of a photograph in order to arrange a Furniture Specialist to resolve any issues and to create a paper trail of your complaint.
5.11 Please remember that although we offer free delivery we do subsidise your delivery fees on these items, therefore if you wish to return any items we reserve the right to refund less than the original purchase price.
5.12 In the event that you choose to have your goods delivered to your own third-party carrier we will not accept any responsibility or liability for any damage to your goods after delivery or handover to your chosen agents/shippers and it will be accepted to be at your own risk.
5.14 If you decide to cancel your order after we have dispatched for delivery, but have been unable to due to any cause or circumstance beyond our reasonable control (including, but not limited to, adverse weather conditions, floods or acts of God), a return fee will apply.
5.15 The items will generally be delivered via a 3.5 tonne vehicle, so please be sure your property is accessible for this size of vehicle. If we are unable to deliver the goods due to there being no safe means of access, we reserve the right to cancel your order and refund the payments subject to our refund policy.
5.16 Items are delivered to the kerbside only. At the sole discretion of the driver they may help carry/move the set around the house to the designated area. Transporting furniture sets to the rear of the house will not be classed as part of the contract and will be a separate verbal contract formed by the delivery person and the customer. Following on from this, certain products are delivered on a free pallet with packing to protect. It is the customer’s responsibility to dispose of this 'packaging' and not that of Rattan Garden Furniture Ltd.
5.17 For orders of multiple items, the estimated delivery date will be assigned according to the longest lead time. If multiple orders are placed for the same delivery address, these will be grouped and the estimated delivery date will again be chosen according to the longest lead time.
5.18 Where applicable, to ensure guaranteed Christmas delivery we will contact you beforehand to arrange a date to deliver your order. If you are unable to accept this delivery date we can arrange an alternate date, but due to the complex nature of re-arranging the route, we cannot guarantee this will be prior to the Christmas holidays.
5.19 Unfortunately we are currently unable to deliver to the Isle of Wight, if this applies to you, please call our Customer Service Team immediately.
6. CANCELLATIONS AND RETURN
6.1 If you are a UK/EU consumer, you have the legal right, under the Consumer Protection (Distance Selling) Regulations 2000 to cancel your order within seven working days following the receipt of your order. By law, Rattan Garden Furniture Ltd will process your refund as soon as possible and within 30 days at the latest in accordance with your legal rights.
If you wish to cancel a product you have ordered from us, please be aware of the following scenarios and the terms that apply:
6.2 I want to cancel the order prior to dispatch: by law you are permitted to cancel your order prior to dispatch but please contact Rattan Garden Furniture Ltd via email at sales@rattangardenfurnitureltd.co.uk as soon as possible so that we can minimize the overheads and inconvenience of any costs incurred. This should be by telephone and confirmed with an email to sales@rattangardenfurnitureltd.co.uk
6.3 I want to cancel a custom-made order: Unfortunately, by nature of the product being made to your specified requirements and tastes, we cannot offer refunds on these items.
6.4 I want to return damaged or incorrectly supplied products: If the products you receive are damaged or incorrectly supplied on delivery, you should notify Rattan Garden Furniture Ltd via emal to cs@rattangardenfurnitureltd.co.uk along with photos and description of the damage, within 48 hours so that we can either organise collection or we can send you substitution without charge to you. If items are delivered on a Pallet. we require the items to be placed in their original packaging and placed back onto the pallet in order to arrange collecion. We do not make exceptions for instances when the goods have not been opened and/or checked by the customer within the allocated time.
6.5 I have changed my mind on products I’ve received: If you wish to cancel products that are not damaged or incorrectly supplied, then you must inform us within seven working days following the date of receipt in accordance with the Distance Selling Regulations., This contact should be via email to sales@rattangardenfurnitureltd.co.uk. You should be advised that Rattan Garden Furniture Ltd cannot accept responsibility or cost for the organisation, collection and return of products. You are required to take reasonable care of the products and not use them while you organise return delivery. See Customer organised returns.
7. CUSTOMER ORGANISED RETURNS
7.1 If you have changed your mind and wish to return any products to us, please be advised that you have a statutory duty to take reasonable care of the products that you are returning. We reserve the right to bring action against you in the event you breach this statutory duty. This will be reviewed on a case by case basis but examples include:
7.2 Returned products are damaged in transit: If products on return are lost or damaged in transit, we reserve the right to seek direct costs from you.
7.3 Returned products are not suitable for resale: On receipt of the returned goods, Rattan Garden Furniture Ltd will inspect and assess the suitability of products for re-sale and reserves the right to seek payment for the direct cost should you have been negligent in your duty to care.
Please note, Rattan Garden Furniture Ltd will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service and with appropriate insurance.
8 REFUND
8.1 If you cancel your order in any of the circumstances set out above, we will refund any money paid by you as soon as possible but within 30 days. Products, which have been delivered to you, must be returned to us. If you do not you we will seek payment for the direct cost.
In the case you receive damaged or incorrectly supplied goods, we will offer you a replacement product or substitute of equal or higher value. In the event you are not happy with the substitute, we will collect the product at cost to us and you are still within your rights to request a refund.
8.2 Any refunds (including the cost of delivery) given by us will be made to the debit/credit card account provided when you placed your order as soon as possible but within 30 days. Should a dispute arise with Rattan Garden Furniture Ltd pursuing you for direct costs, by law we will NOT charge/debit your payment card without appropriate authorization. The company will charge a £65 re-stocking fee in cases where Rattan has to make a collection of the goods.
9. WARRANTIES
Due to the wide range of products Rattan Garden Furniture Ltd supplies there are varying warranties applied to different product ranges as set out below, and in all cases we reserve the right to request photo's accurately detailing the problem if deemed appropriate by Rattan Garden Furniture Ltd.
Proof of purchase is required at all times for Rattan Garden Furniture Ltd to honour any claims for return, refund or warranty claims. Where a warranty claim has been made and a comparable product is no longer available or discontinued, Rattan Garden Furniture Ltd reserve the right to offer a Credit note of the original sale value.
9.1: All warranties and assistance provided by Rattan Garden Furniture Ltd is done so in addition to your statutory rights.
9.2: Works undertaken during this warranty / guarantee period are not necessarily free of charge and will be subject to the following limitations:
- a) If the problem is deemed by Rattan Garden Furniture Ltd to be due to wear and tear or misuse (including commercial use of a domestic product) rather than a manufacturing fault, then charges may be made for rectification. Should there be any claim against this from the customer in this regard then their issue should be taken up with the manufacturer directly and not Rattan Garden Furniture Ltd
- b) Should Rattan Garden Furniture Ltd conclude that the repair is the customers responsibility, the customer will in no way hold Rattan Garden Furniture Ltd responsible. Where a customer has a guarantee / warranty issue we will endeavour to assist wherever practically possible.
- c) Rattan Garden Furniture Ltd must be allowed the opportunity to view the goods and alleged fault by photographic evidence or returning the product, as appropriate.
- d) Rattan Garden Furniture Ltd accepts no responsibility or liability for products damaged in adverse weather conditions including windy weather, this includes Glass tops and Parasols.
9.3: Items not covered under the 5 year structural warranty
All products are warranted against manufacturing defects, except for all moving parts (mechanisms, castors, hydraulic gas lifters) and seating/upholstery which are subject to usage related fair wear and tear.
Rattan Garden Furniture Ltd reserves the right not to apply the warranty in cases of inappropriate use or when the product has been altered / tampered with by a third party or interventions by non-authorised personnel.
All of our warranties apply to products used for domestic use ONLY. Products used for commercial use, products that have been shipped internationally, or products that have been sold on to a third party will NOT be covered by the same warranty offers and will be covered for a maximum of 1 year from the delivery date.
Flat Packed Furniture
All Flat Pack furniture is covered by a 2 year structural warranty
Items with moving parts
All furniture items that have moving parts such as day beds, reclining chairs, loungers are covered under a 2 year warranty.
Garden Furniture Cushions
All cushions for garden furniture sets should be stored indoors when not in use unless expressly specified that the cushions themselves can be left outside. Even when covers are used to protect garden furniture the cushions must still be stored indoors. Rattan Garden Furniture Ltd will not accept ANY liability for customers cushions damaged due to not adhering to the above conditions.
Glass
No glass is covered under warranty, Rattan Garden Furniture Ltd will only accept warranty claims with Glass where it has been reported as damaged no later than 24 hours after delivery, failure to notify Rattan Garden Furniture Ltd Furnishings will void any warranty claim.
Gas Firepit Burner
The Gas Firepit Burner is covered under warranty for 12 months from date of order. Parts are readily available for the gas fire pit burner, please contact sales@rattangardenfurnitureltd.co.uk to discuss your requirement and talk to a technician, Glass wind deflectors, hinges and rubber feet are not covered under the 5-year warranty.
All Weather Covers
All-weather covers carry a 12-month warranty from date of order. Should your cover rip at the seams, the cover is covered by warranty. Covers that are ripped through force or cut by scissors / sharp instruments will not be replaced. Rattan Garden Furniture Ltd reserves the right to make judgment on the damage incurred and whether this was a manufacturer fault or through misuse of the product. Covers may endure some fading when exposed to direct sunlight, colour fading is not covered by warranty.
Furniture feet Plastic & Rubber
All our furniture is fitted with plastic/rubber feet these feet are covered for 12 months and not part of the 5-year warranty. Rattan Garden Furniture Ltd will require images of any worn feet on the furniture, where it is evident furniture has been misused and damage has occurred to the feet Rattan Garden Furniture Ltd will not be liable or replace any parts.
Glass table suckers
All tables supplied by Rattan Garden Furniture Ltd are fitted with rubber suckers to keep the tabletop glass secure, these suckers are not covered under a 7-year warranty, they will naturally fade, and change colour in UV/sunlight over time.
2.7m & 3.5m Cantilever Parasols.
All parasols carry a 12-month warranty from date of order, this will cover defect parts or manufacture failure, Damage to a parasol canopy, such as rips and tears, are covered by the warranty on all parasols if reported within the 12-month warranty period (date of purchase). The crank and tilt operation system on an aluminium crank & tilt 3.5m parasol is covered under warranty for a duration of 12 months. Damage to parasols including bending and damage from high winds are not covered. We always recommend that your parasols are used in conjunction with a suitable base and never used in windy conditions, we also recommend the parasol is secured closed in windy conditions
10. COMPLAINTS
10.1 If for any reason you wish to lodge a complaint please email: sales@rattangardenfurniture.co.uk or by letter using the above address. We will endeavour to acknowledge your complaint within three working days. Please mark your correspondence or use subject header ‘Complaint’.
Price Promise Terms
At Rattan Garden Furniture Ltd (RGFLtd) we strive to offer our customers first class service and products at competitive prices, however if you find a cheaper price on a basket of products we'll match it. If you find it within 7 days of ordering from us, we'll credit the difference to your account.
Simply send us a copy of the competitor's online price, by email to sales@rattangardenfurnitureltd.co.uk , ensuring date and price are shown. We will match the competitor price if within our Terms & Conditions below.
Terms & Conditions
1. The competitor's item/s must be identical or hardly discernible including colour and sizes of materials used.
2. The competitor's total price must include all ancillary costs, such as delivery and packaging.
3. The competitor’s price must be publicly advertised online and cannot include any membership / personal discounts
4. We will only match special discounted pricing or short-term promotions on a case by case basis and will require evidence of the promotional pricing
5. The competitor must be based in mainland UK and sell direct to customers online only
6. No other promotional offers or vouchers can be used in conjunction with a price match and Reward Points will not be applied
7. We will match the competitor's price if you contact us within 7 days of placing your order
8. We will match to other online retailers only
9. We will not match against clearance nor obsolete ranges.
10. Price difference will be added as a credit to your account to be redeemed against your next order at RGF ltd
