Terms and conditions of use

These Conditions shall form the basis of the contract between the Seller and the Buyer in relation to the sale of Goods.

All orders for Goods shall be deemed to be an offer by the Buyer to purchase Goods from the Seller pursuant to these Conditions.

Acceptance of delivery of the Goods shall be deemed to be conclusive evidence of the Buyer’s acceptance of these Conditions.

These Conditions may not be varied except by the written agreement of the Seller.

These Conditions represent the whole of the agreement between the Seller and the Buyer. They supercede any other conditions previously issued.

Online Customers

Price

The Price shall be the price quoted within product description. The Price is inclusive of VAT and is in GB Pounds.

Payment

Payment of the Price and VAT must be paid at sale, prior to delivery arrangements being made.

The Buyer must pay in full at point of sale and not exercise any rights of set-off or counter-claim against invoices submitted by the Seller. We do not offer a credit facility of any kind.

We accept payment by Credit and Debit card. We regret that we do not accept payment by American Express.

Goods

The quantity and description of the Goods shall be as set out in the Seller’s confirmation of order.

You will only own the goods after they have been successfully delivered and when we have received cleared payment in full.

Orders

Order acceptance and completion of the contract between you and us will take place on the dispatch to you of the Products ordered unless we've notified you that we do not accept your order, or you have cancelled the order in accordance with the instructions below under 'Right to Cancel'.

We may cancel and refund an order should a product be delayed or become unavailable.

Delivery

We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate. The address for delivery must be the same as the address where your card for payment is registered. We reserve the right to only deliver to this address and will not change the delivery address unless proof of new address can be verified in writing.

We can only deliver to addresses on mainland UK. If you have emigrated (or sent your set abroad) and need a replacement/part sending, we can only ship to a mainland UK address. This can be a freight forwarding company, for you to arrange your own onward shipping. Please note that we only offer a to-the-door service, and cannot enter your property at any point. We may be able to deliver to your garden if there is easy access via a side gate.

We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions (unless this is caused by our negligence).

We will aim to deliver the goods by the date quoted for delivery (typically 7-14 working days if the item is in stock) but delivery times are not guaranteed. This will typically be Tuesday to Thursday. If delivered via a third party courier, these days may vary.

If delivery is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period and we will contact you to confirm the new delivery date.

Failed receipt of delivery may result in the Buyer incurring charges (redelivery fees).

Delivery is made on a working day we have available (typically Tuesday - Thursday), therefore not including weekends or Bank Holidays.

We are unable to advise what time your order will be delivered. Delivery is an all-day appointment and a responsible person should be at the property to accept the delivery.

Please note that you must take delivery of the goods within four weeks of the goods becoming available for delivery or you will be subjected to a £10 per week storage fee, which can be discussed when you call.

Warranty

If goods display faults it may help speed up your claim if you are able to supply photographic evidence within 48 hours of the issue being reported.

Cushions are subject to fair usage, and as such we cannot be responsible for normal wear and tear.

Right to Cancel

We fully comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us (Alfresco Rattan, 85 Ringwood Road, Poole, Dorset, BH14 0RH, Tel: 01202 830197 Email: cancellations@rattan.co.uk of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail). You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:

a) 14 days after the day we receive back from you any goods supplied, or:

b) (if earlier) 14 days after the day you provide evidence that you have returned the goods

">We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise in writing; in any event, you will not incur any fees as a result of the reimbursement although as above, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods; whichever is the earliest.

You shall send back the goods or hand them over to us or to our courier, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired (or on date of collection if later, when using our courier).

You will have to bear the direct cost of returning the goods. If you use our courier this will be £70.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Model cancellation form

To: Alfresco Rattan, 85 Ringwood Road, Poole, Dorset, BH14 0RH| cancellations@rattan.co.uk

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods.

Ordered on (*)/received on (*).

Name of customer(s).

>Address of customer(s).

Signature of customer(s) (only if this form is notified on paper)

Date

(*) Delete as appropriate

We reserve the right to cancel the Agreement between us at any point; if for example, we have insufficient stock to deliver the goods you have ordered, we do not deliver to your area or one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

We will make the reimbursement without undue delay, and not later than 14 days after the day we cancel the order.

Exchanging goods

If circumstances arise where a set needs to be replaced, you shall send back the goods or hand them over to us or to our courier, without undue delay and in any event not later than 14 days from the day on which you communicate the need for a replacement from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired (or on date of collection if later, when using our courier).

Failed receipt of collection from our courier may result in the Buyer incurring charges (recollection/redelivery fees).

Complaints Procedure

If you encounter any problems with our service or products and need to make a complaint, please send all issues in an email to complaints@rattan.co.uk and we will get back to you within 2 working days with a resolution.

You can also send your complaint in writing and we will endeavour to address this within 2 working days from receipt of your letter.

Customer Services

To protect your own interests please read the conditions carefully before ordering. If you are uncertain as to your rights under them or you want any explanation about them please contact us using the email sales@rattan.co.uk

If you are unhappy with any aspect of our service, please contact us via complaints@rattan.co.uk. Any complaints will be dealt with sympathetically and we will work with you to reach a satisfactory conclusion. We endeavour to respond to all emails within 48 hours of receipt (this may be longer at peak times, over the weekend and bank holiday days).

Liability

After accepting the goods at delivery, we are not liable for any personal injury caused through misuse of the product.

1.We are not liable if we do not fulfil any obligations towards you at all as a result of:

1.1 Circumstances beyond our control such as (but not limited to):

    • Acts of god including storms, flooding, fire, fog, snow or frost
    • National or local disruptions of ground transportation networks and mechanical problems to modes of transport/delivery
    • Delays in containers arriving or being held up at docks
    • If you use your own carrier, we cease to be responsible for the goods once your carrier has received them

Data Protection

Please see our Privacy Policy

Changes to Terms and Conditions of Business

We reserve the right to make minor changes to this Agreement from time to time. Any major changes will only be made with your agreement.

Show Customers

(Those who have attended an event and purchased from a salesperson)

Price

The Price shall be the price quoted within product description. The Price is inclusive of VAT and is in GB Pounds.

Payment

Payment of the Price and VAT must be paid at sale, prior to delivery arrangements being made.

The Buyer must pay in full at point of sale and not exercise any rights of set-off or counter-claim against invoices submitted by the Seller. We are unable to offer finance options/deposits.

We accept payment by Credit and Debit card.

Goods

The quantity and description of the Goods shall be as set out in the Seller’s confirmation of order.

You will only own the goods after they have been successfully delivered and when we have received cleared payment in full.

Orders

Order acceptance and completion of the contract between you and us will take place on the dispatch to you of the Products ordered unless we've notified you that we do not accept your order, or you have cancelled the order in accordance with the instructions below under 'Right to Cancel'

We may cancel and refund an order should a product be delayed or become unavailable.

Delivery

We will deliver the goods to the address you specify for delivery in your order. It is important that this address is accurate. The address for delivery must be the same as the address where your card for payment is registered. We reserve the right to only deliver to this address and will not change the delivery address unless proof of new address can be verified in writing.

We can only deliver to addresses on mainland UK. If you have emigrated/sent your furniture abroad and need a replacement/part sending, we can only ship to a mainland UK address. This can be a freight forwarding company, for you to arrange your own shipping. Please note that we only offer a to-the-door service, and our delivery drivers cannot enter your property. We may be able to deliver to your garden if you have clear access via a side gate.

We cannot accept any liability for any loss or damage to the goods once they have been delivered in accordance with your delivery instructions (unless this is caused by our negligence).

We will aim to deliver the goods by the date quoted for delivery (typically the Sunday afternoon/evening of the weekend you have visited the show)

If delivery is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period and we will contact you to confirm the new delivery date.

Failed receipt of delivery may result in the Buyer incurring charges (redelivery).

Delivery of a display set is made on Sunday afternoon/evening.

We are unable to advise what time your order will be delivered. Delivery is an all-day appointment (typically between 2pm and 10pm although this can vary depending on how busy an event has been) and a responsible person should be at the property to accept the delivery.

Please note that you must take delivery of the goods within four weeks of them becoming available for delivery or will be subjected to a £10 per week storage fee, which can be discussed when you call.

Warranty

If goods display faults it may help speed up your claim if you are able to supply photographic evidence within 48 hours of the issue being reported.

Cushions are subject to fair usage, and as such we cannot be responsible for normal wear and tear.

Right to Cancel

If you have bought a show set for immediate delivery, you are buying a demonstration model and is bought as such. In this case we will not offer a refund/replacement for any faults apparent at the time of purchase.

We fully comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

To exercise the right to cancel, you must inform us: Alfresco Rattan, 85 Ringwood Road, Poole, Dorset, BH14 0RH, Tel: 01202 830197 Email: cancellations@rattan.co.uk of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or e-mail). You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, excluding the costs of delivery, collection and administration fee.

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than:

a) 14 days after the day we receive back from you any goods supplied, or:
b) (if earlier) 14 days after the day you provide evidence that you have returned the goods.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise in writing; in any event, you will not incur any fees as a result of the reimbursement although as above, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods; whichever is the earliest.

You shall send back the goods or hand them over to us or to our courier, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired (or on date of collection if later, when using our courier).

You will have to bear the direct cost of returning the goods. If you use our courier, this will be £70. You will also need to package the furniture adequately to avoid damages.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Model cancellation form

To Alfresco Rattan, 85 Ringwood Road, Poole, Dorset, BH14 0RH| cancellations@rattan.co.uk

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods.

Ordered on (*)/received on (*).

Name of customer(s).

Address of customer(s).

Signature of customer(s) (only if this form is notified on paper)

Date

(*) Delete as appropriate

We reserve the right to cancel the Agreement between us if we have insufficient stock to deliver the goods you have ordered, we do not deliver to your area or one or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

We will make the reimbursement without undue delay, and not later than 14 days after the day we cancel the order.

Complaints Procedure

If you encounter any problems with our service or products and need to make a complaint, please send all issues in an email to complaints@rattan.co.uk and we will get back to you within 2 working days with a resolution.

Customer Services

To protect your own interests please read the conditions carefully before ordering. If you are uncertain as to your rights under them or you want any explanation about them please contact us at sales@rattan.co.uk

If you are unhappy with any aspect of our service, please contact us via complaints@rattan.co.uk. Any complaints will be dealt with sympathetically and we will work with you to reach a satisfactory conclusion. We endeavour to respond to all emails within 48 hours (This may be longer at peak times, over the weekend and on bank holidays).

You can also complain in writing to Alfresco Rattan, 85 Ringwood Road, Poole, Dorset, BH14 0RH. We will aim to get back to you within two days of receiving the letter.

Liability

After accepting the goods at delivery, we are not liable for any personal injury caused through misuse of the product.

1. We are not liable if we do not fulfil any obligations towards you at all as a result of:

1.1 Circumstances beyond our control such as (but not limited to):

    • Acts of God including storms, flooding, fire, fog, snow or frost
    • National or local disruptions of ground transportation networks and mechanical problems to modes of transport/delivery
    • Delays in containers arriving or being held up at docks
    • If you use your own carrier, we cease to be responsible for the goods once your carrier has received them

Data Protection

All your details will be collected on one of our invoice forms and kept confidential. Once input, these will then be shredded by a third party confidential shredding service.

For more details on the way we use your data, please read our Privacy Policy

Changes to Terms and Conditions of Business

We reserve the right to make minor changes to this Agreement from time to time. Any major changes will only be made with your agreement.