Shipping & Returns

Order Confirmation:

Once you have chosen your favorite product and place your order, you will receive a confirmation email. This means your order has been received and your credit card has been pre-authorized for the purchase. From there, we automatically reach out to our suppliers to confirm that the item is in stock and available for immediate shipment. If for some reason your item(s) is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) is available, we will process the charges and submit the order for processing with the manufacturer (within 5 business days).

Order Shipment:

After your credit card has been pre-authorized for the purchase and availability confirmed with the warehouse, the item(s) are be shipped over to you. From the point of order confirmation with the manufacturer (within 5 business days or roder), your order will go into production. This may take anywhere from 1 week to a couple months depending on the time of season and how busy the manufacturer is. Once your order is dispatched from the warehouse, after production is complete, you will receive an email from us identifying your tracking information, and confirming that your shipment is on its way. In the event that you do not receive tracking information from us within 20 business days of your order, please feel free to contact us at sales@rattanimports.com with your query.

Return Policy, Cancellations and Refunds:

We do not offer refunds after your order has shipped unless there are damages is involved. You can only refund 48 hours after you placed your order, and will be charged with a $50 restocking fee. Additionally, as is normal practice, refunds will only be issued to the original credit card that you use when placing your order. 

Return Policy:

Rattan Imports aims to provide the best quality rattan and wicker products to guarantee that all of our customers are completely satisfied. We want your purchased items to make you happy. If the product you purchase from us does not meet your expectations, you can initiate a return within 30 days of delivery.

Returns will be subjected to a 25% restocking fee and return shipping charges. The product must be in its original condition and packaging, or you will be responsible for adequately repackaging the items, so please hold on to the original packaging and keep it in good condition is case you need it. The returned item must not have been modified, and all accessories must be included.

A refund will be issued once the returned item is received and confirmed in good condition by our manufacturer. If you want to use return shipping provided by Rattan Imports, the shipping fee will be deducted from the amount of refund due to you.

Please reach our customer support for any clarifications and questions.

Returns for damaged orders:

It is important to carefully inspect your order upon arrival. If there is visible damage, reject delivery. It is our priority for all our customers to receive premium quality goods, but we need your help to maintain this level of excellence. If you notice any damage with an item you have received, which may have happened during the course of delivery, make sure to make note of it when signing for delivery, and reject the shipment. Once you accept the shipment you become responsible for return shipping, however if there is visible damages to the packaging and product at the time of delivery, then you are to reject the delivery and the freight company will return the damaged good to the manufacturer warehouse. If your item(s) do happen to arrive damaged after you have accepted delivery, then please take and photos immediately and send them to returns@rattanimports.com and we will process a claim on your behalf to try an remediate the situation, however their are no guarantees for remediation once you have accepted the delivery, this is why it is imperative to thoroughly inspect your order at the time of delivery before signing off.

 

If you would like any further clarification, please reach out to us at customersupport@rattanimports.com.

We hope you enjoy your shopping experience & thank you for your business.