Terms & Conditions
Delivery/Collection
Delivery rates and times vary depending on the type of products ordered, the service selected, and the delivery address. We will contact you to schedule a delivery date within 3 business days of your order placement. If you postpone your delivery within 5 days of the agreed-upon date, a rescheduling charge of £50 may apply.
We will offer you the first available delivery date and time in your area. If this is not convenient, we may be able to offer you an alternative date and time. However, we cannot guarantee that we will be able to accommodate your request.
All delivery dates and times are estimates subject to stock availability and delivery location. We reserve the right to change or modify estimated delivery dates or times in unusual circumstances.
All products must be signed for and inspected at the time of delivery. The packaging should be opened carefully and kept in case you need to return the goods. You are responsible for the goods once they have been shipped to the delivery address you provided, and you are liable for any loss or damage that occurs thereafter.
We cannot deliver furniture above the second-floor level unless there is a suitable elevator. If you are not available to accept delivery at the prearranged time, or the item(s) will not fit through the access points to your property, we reserve the right to charge you a restocking fee of £70.00. If this necessitates a second shipment, a second delivery charge must be paid prior to the reshipment, even if the original delivery was free of charge. This charge will be calculated according to the number of items to be shipped, availability of a delivery vehicle, your location, and the complexity of the shipment. In these circumstances, delivery will not take place until the additional charges have been paid.
If your non-returnable items remain with us for more than four weeks, during which time you fail to accept delivery/redelivery despite us having contacted you to do so, you will incur storage charges of up to £50 per week. We also reserve the right to cancel your order and retain up to 50% of the order value.
Cancellation and Returns Rights
Cancellation Rights
You have the right to cancel your contract with us at any time up to 14 days after the day you receive your goods. To cancel your contract, you must inform us of your decision by one of the following methods:
- By phone: Call us on 07411774321
- By email: Send us an email to info@tazrattan.co.uk
- By WhatsApp: Message or call us on 07411774321.
You must include your name, address, order number and the date you placed your order.
You will not have to pay any penalty for cancelling your contract, but you will be responsible for the cost of returning the goods to us. You should return the goods to us as soon as possible, but no later than 14 days after you have told us that you want to cancel your contract.
We will refund the price you paid for the goods, including the cost of delivery (except for any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We will make the refund within 14 days of receiving the goods back from you.
We may make a deduction from the refund for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We reserve the right to cancel excessive orders of individual products without notice.
For more information about your cancellation rights, please see our website at www.tazrattan.co.uk/terms-and-conditions
Returns Rights
If you receive an order and find the item just isn’t right for you, don’t worry, goods can be returned for a refund within 30 days from the date of purchase, as outlined in our Returns Policy here.
The Consumer Rights Act 2015 states goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product, you are entitled to the following:
- Up to 30 days: if your goods are faulty, then you can get a refund;
- Up to 6 months: if they can’t be repaired or replaced, then you’re entitled to a ful refund, in most cases;
- Up to 6 years: if the goods do not last a reasonable length of time, and it can be proven that the fault existed at the time of purchase, you may be entitled to some money back proportionate to the level of use of the item.
Nothing in this contract affects your legal rights under the Consumer Rights Act 2015 (also known as ‘statutory rights’). You may also have other rights in law.
Please contact us if you want:
- us to repair the goods;
- us to replace the goods;
- a price reduction; or
- to reject the goods and get a refund.
If we send items free of charge as a goodwill gesture, we will not accept a return or refund on these. Any Special Order items made to a customer’s own specifications will not be refunded unless they are proven to be faulty.
We hope you are happy with your purchase from Taz Rattan. If you have any questions or concerns, please do not hesitate to contact us info@tazrattan.co.uk
Problem with Item Received
If there is a problem with an item upon delivery, please get in touch with us by calling 0800 088 3333 or clicking here to send us a message at your earliest convenience. Please provide as much information as possible, including photographs of the item and packaging. We will make every effort to resolve the issue as quickly as possible for you.
Faulty Items
All goods purchased from Taz Rattan are normally covered by our manufacturer’s guarantee, which, generally speaking, covers manufacturing faults and defects, including poor workmanship. We do sell some items from other providers and guarantee information should be sought from the manufacturer.
If you believe a product has developed a fault that it shouldn’t through fair usage, please see our faulty goods policy in our T&C’s here.
The Return Policy below applies to standard returns only. If there is a problem with an item you have received or if you believe a product has developed a fault, please get in touch with our Customer Service Team by calling 07411774321 or clicking here to send us a message. We will make every effort to resolve the issue as quickly as possible for you.
Return Policy
If you receive an order and find you have changed your mind or the item just isn’t right for you, don’t worry. Goods can be returned for a refund within 30 days from the date of purchase (subject to the product exclusions outlined below).
Goods must be returned in an unused, re-saleable condition, with their original packaging (Unless removed by our delivery partners), and all labels still attached. They should also be securely packaged in a sealed box, to ensure the contents are protected during transit (If the original packaging was removed we may offer replacement packaging). Our Returns Team will review all items to ensure they meet the criteria outlined in this Returns Policy. If an item is returned outside of our Returns Policy, we may be unable to process a full refund. We will contact you in such circumstances.
All refunds will be issued to the original payment method on the order within 14 days of receipt at our warehouse.
Product Exclusions
There are some exclusions to our Returns Policy, as detailed below:
- Personalised or customised items, cannot be returned
- Gift vouchers cannot be returned
- Products received over 30 days ago cannot be returned unless faulty (Refer to faulty goods section)
- Products returned in an unsatisfactory condition cannot be returned
- Products which have been damaged in return transit due to insufficient packaging cannot be returned
This Return Policy does not affect your statutory rights.
Please Note: We are not liable for any direct or indirect loss of profits or other financial loss or damage arising out of a defective, damaged or wrongly delivered products, our liability is limited to the purchase price only.
Guarantee
Taz Rattan guarantees that all Taz Rattan branded products purchased from Taz Rattan are covered under guarantee, subject to the exclusions outlined below. This protects against product failures and manufacturing defects, including poor workmanship.
Taz Rattan works closely alongside its third-party suppliers and honors the manufacturer’s guarantee, where applicable.
If a Taz Rattan product develops a fault, please contact the Taz Rattan customer services team as soon as possible by calling 07411 774321 or clicking here to send a message. As soon as Taz Rattan receives the claim, it will review the details and advise on the next steps. Taz Rattan strongly advises not to use a product if a fault is suspected, no matter how minor the issue, to avoid any possible harm.
If the issue can be resolved without returning the item, Taz Rattan will contact the customer to let them know their options.
If an inspection is required, Taz Rattan will ask the customer to return the item. A free of charge returns service will be offered, where possible, or alternatively reasonable standard return postage fees will be refunded.
If a fault is deemed warrantable, having developed:
- Within 30 days of purchase, a replacement or refund will be issued within 14 days of the claim being accepted
- After 30 days from the date of purchase, the item will be repaired* or if a repair is not possible, a full refund will be offered
After 6 months from the date of purchase, the item will be repaired* or if a repair is not possible, the customer may be offered:
- a replacement for the same item or an alternative of equal or greater value* (depending on stock availability, color may vary)
- a refund in vouchers
- a full refund or partial refund proportional to the remaining life of the product
Guarantee claims are reviewed on a case-by-case basis, and procedures can vary depending on the brand, product, and issue. Taz Rattan will keep the customer updated at each stage of the claims process, and will make every effort to offer a resolution as quickly as possible.
Please note; outdoor cushions bought directly from Taz Rattan that are advertised as showerproof; they are not intended to be stored outside even with the use of a Taz Rattan Shield Cover. Whilst using a shield cover, humidity may still be present, and mold may form in the seat cushions. Taz Rattan holds the right to reject any claim resulting from weather damage.
Taz Rattan does not warrant against failure or damage due to misuse such as, but not limited to, incorrect installation, poor maintenance, abuse or neglect, using the product for something other than its intended purpose, alteration of the product unless expressly permitted in writing by Taz Rattan.
Taz Rattan does not warrant against corrosion and/or deterioration caused by material fatigue defined as the natural breakdown of materials that occurs after extended use.
Taz Rattan’s guarantees are only valid for the UK mainland, from the date of purchase, to the original purchaser only and may be subject to our terms. Taz
Rattan’s guarantees do not cover the normal wear and tear of furniture, accessories soft goods, or any damages that arise due to misuse, negligence, or incorrect assembly.
For Teak items, Taz Rattan advises that teak protector is used on an annual basis to protect the wood. The teak element of a product is not covered by Taz Rattan.