Refund policy

Cancellation And Returns

If your goods have not been custom made to your specification or you have not examined the product in one of our showrooms before purchase, you have the right to cancel your order from the time you place your order up to 14 days from the date of delivery. Just notify us of your wish to cancel by email to sales@modernrattan.co.uk with the subject line: Cancellation.

If you wish to return the goods to us after delivery has been made, it is your responsibility to return the items to our central delivery point at our head office address in a good saleable condition and your own cost, no later than 14 days from the day on which you communicate your cancellation. We ask that you contact sales@modernrattan.co.uk for a delivery label.

Modern Rattan recognises that many customers do not have the means to return large items and will arrange collection during regular business hours (Monday to Friday) if requested. A charge will be made to cover the cost of collecting the item(s). This charge will be calculated according to the number of items to be returned, availability of a delivery vehicle, your location and complexity of removal.

You are responsible for the goods once they have been delivered to the address you gave, and you are liable for any subsequent loss or damage. A deduction will be made if the value of the goods has been reduced, for example as a result of you handling the goods (except when it was necessary to establish the nature, characteristics and functioning of the goods), assembling the goods, using the goods, or damage caused during return transit by you or a third party, or as a consequence of inadequate re-packaging. Additionally, a charge may be made to replace any missing or damaged original packaging.

Following the cancellation of your order any monies will be refunded by the method you used to pay us where possible, and usually within 14 days of our receipt of the returned goods at our head-office address, or within 14 days of you providing evidence of having returned the goods, whichever is sooner. Please note, any enhanced or premium delivery costs or supplements you have paid will not be refunded.

Amending Your Order

If you modify or change your order, you may find there are changes to your delivery timetable and the price you pay for the item (you will be charged the current selling price on the day you amend your order). Any changes to your order must be notified to us in writing (by email). Please note, it may be necessary to cancel your original order and create a new order.

Faulty Good

If your goods are faulty, you are entitled to claim a repair or replacement of the goods or any affected parts. If you have not used the goods, and they were faulty when delivered, you may be entitled to a full refund.

If you refuse delivery, please notify us so that we can expect the return shipment.

If you later discover any defects not caused since delivery, you should notify Modern Rattan immediately, including photographs and a written description of the defect/s, to email sales@modernrattan.co.uk using the subject line: Defective return; Please state your name, order number and postcode in any correspondence. We reserve the right to request images or inspect any reported issues and remedy on-site in compliance with your statutory rights. Once delivery has taken place, we may be unable to arrange a collection or replacement of damaged or deficient goods without photographic evidence.

Changing The Delivery Date

It may be possible to change a planned delivery date if we are given at least 24 hours’ notice before dispatch from our warehouse.

However, it is not possible to make a change if the goods have already been picked and dispatched to a courier depot in advance of delivery.

If you postpone your delivery within 5 days of the agreed date re-arrangement charges of £50 may apply.