We hope that you will be delighted with your order, however we understand that there are occasions where you may wish to return items and we are happy to assist according to the Consumer Rights Act of October 2015.

 When you can return your items:

  • It is our policy to firstly try and resolve any issues regarding damaged items. Should you receive a damaged item please report it to us as soon as possible and we will arrange for a replacement to be sent before starting a returns process.
  • You can notify us of your wish to return a product to us within 14 days of receipt of the goods.
  • If your order arrived in separate deliveries, you have until 14 days from delivery of the last item in that order.
  • You then have a further 14 days to return the items to us. All goods must be returned in their original packaging and condition in which they were received, including the outer box.
  • We will issue your refund or replacement within 14 days of receiving proof of postage or the goods back in our warehouse.
  • The refund can only be credited back onto the original card used to purchase the items. As such, refunds for items bought as gifts can only be given to the original purchaser and if you decide to swap an item we cannot stop the original purchaser from knowing.

 What will happen when you return or exchange your items:

  • It is our policy to firstly try and resolve any issues regarding damaged items. Should you receive a damaged item please report it to us as soon as possible and we will arrange for a replacement to be sent before starting a returns process.
  • All goods must be returned in their original packaging and condition in which they were received, including the outer box or we withhold the right to a refund.
  • We are not able to issue refunds for goods that are not returned in the condition in which they were received.
  • Once we confirm your proof of postage or goods back in the warehouse, we will issue a refund for the amount you paid upon purchase.
  • We will only refund standard delivery charges if the whole of the order is being returned. If you opted for an upgraded delivery service, we will only refund you for the standard rate of delivery. If your delivery was free then you will not receive any refund for this. If you are only returning part of your order then you will not receive any money back for delivery costs.
  • If your item is damaged or faulty and you have requested a replacement, we will send this replacement free of postage and packing charges, excluding pallets and non mainland UK postal addresses.
  • Please be advised that if an item is returned to us after our returns period has ended, and/or without advising us first, then we can only offer an exchange or credit note, we are unable to offer a full refund.
  • The buyer is liable for return shipping costs.

Faulty goods

Any faults should be reported to us as soon as possible by emailing us at returns@sandwellrattanfurniture.co.uk. Please make sure you include your order reference and photographic evidence of the fault so that we can diagnose the issue. Once the fault has been diagnosed, a replacement part(s) will be sent in the post or with a courier for the customer to fit. If we determine that the full item needs replacing we will arrange an exchange free of charge. Please be aware the faulty goods must be returned in their original packaging. It is our policy to firstly try and resolve any issues regarding damaged items. Should you receive a damaged item please report it to us as soon as possible and we will arrange for a replacement to be sent before starting a returns process.

Warranty

All our aluminium framed garden furniture is covered by our 3 year warranty. The warranty is valid from the date of delivery and is activated automatically once you receive your goods. Please make sure you retain your proof of purchase as you may need this in the event of a claim. Our warranty covers the structural components of the furniture (such as frames and support brackets) and any issues that arise due to a manufacturing fault. It does not cover the goods becoming defective due to the buyer’s improper use (unless it is due to the manufacturer’s negligence), accidental damage, neglect, incorrect assembly or general wear and tear. It does not cover cushion covers, cushion fillings and glass. It covers the original purchaser of the goods only and is not transferable or valid outside of the UK. Should you have a problem with your item please contact us at returns@sandwellrattanfurniture.co.uk with your order reference, a brief description of the problem and photographic evidence so we can deal with your claim on an individual basis. Once the claim has been investigated Sandwell Rattan Furniture reserves the right to refuse any claim we find is not down to a manufacturing fault. Accepted claims will result in the repair or replacement of the item, or an exchange where applicable.