Refund policy

Right of Withdrawal

In accordance with applicable UK consumer regulations, you have 30 days from the date you receive your order to request a return or exchange, without having to provide a reason.

To be accepted, returned items must meet the following conditions:

• The item must be returned in its original condition and complete, including all packaging, accessories and instructions where applicable.
• The product must be unused, unassembled, undamaged and in a resellable condition.
• Proof of purchase or the order invoice must be included with the return.

Return shipping costs are the responsibility of the customer, except where the item is faulty, damaged or incorrect.

Faulty, Damaged or Incorrect Items

If you receive a damaged parcel, a faulty item or an incorrect product, you may request a replacement, exchange or refund.

Please contact us by email at cs@rattanandrefined.co.uk with your order number and clear photos of the issue so that we can assess and process your request as quickly as possible.

Return Procedure

For any return request, please contact us first at cs@rattanandrefined.co.uk.

Once your return request has been reviewed and approved, the products must be returned to the following address:

Rattan & Refined Returns
Unit 169218, Courier Point 13 Freeland Park, Wareham Road, Poole, Dorset BH16 6FH, United Kingdom

Please do not send any items back before your return request has been approved by our customer service team.

Refunds

Once your returned item has been received and inspected, we will notify you by email whether your refund has been approved.

If approved, your refund will be processed to your original payment method.

Refund processing times may vary depending on your payment provider or bank, but refunds are generally processed within 7 to 14 working days after the returned item has been received and inspected.

5-Year Craftsmanship Guarantee

In addition to your statutory rights, Rattan & Refined offers a 5-year craftsmanship guarantee on all products sold through rattanandrefined.co.uk.

This guarantee covers:

• Structural integrity of the frame
• Rattan weaving and binding
• Manufacturing defects affecting normal use

This guarantee does not cover:

• Normal wear and tear over time
• Accidental damage caused by the customer
• Outdoor weathering unless the product is specifically described as suitable for outdoor use
• Damage resulting from improper use, cleaning or storage

To make a claim, contact us at cs@rattanandrefined.co.uk with your order number, a description of the issue and photos where possible. We will offer a repair, replacement or alternative remedy at our discretion.

This guarantee is provided in addition to, and does not affect, your statutory consumer rights.