Rattan Shack’s products are packaged carefully to prevent damages that may occur during shipping. Even with proper packaging, damages may occur if proper care is not used in transit.
All boxes are to be inspected before they are accepted as instructed on each carton. If any damage is noticed, please make a notation on the receiving bill or refuse shipment altogether. Failure to follow these instructions upon delivery will result in a denial credit or replacement.
Rattan Shack stands behind its products. If a manufacturer defect occurs within the warranty period, Rattan Shack must be notified immediately. Photos identifying the defect as well as the original invoice number are required.
Once we have determined the product is defective, it is up to our discretion to issue an RMA or advise of the disposal of the defective item. The approved RMA number must be referenced on all return documents.
Rattan Shack will be held responsible for all inbound and outbound freight charges related to all approved manufacture defects.
Rattan Shack’s return policy lasts 7 days. If 7 days or more have passed since the customer has received the purchase, a refund or exchange will not be approved.
If the return is within our 7-day policy, Rattan Shack will issue an RMA number which must be referenced on all return documents. Rattan Shack will not be responsible for any customer remorse related shipping costs.
Products must be returned in the same condition and packaging as received initially. When the items are received and inspected by our quality control center (usually within 72 hours of receipt), a restocking fee will apply and vary between 15%-25% depending on the results of the inspection. Once the merchandise has been inspected, a final credit towards your account will be issued within 48-72 hours reflecting the determined restocking fee.
It should be noted that our cancellation and return policy for custom sunbrella fabric that is cut, sewn, and made specific based on the customers selection are not able to be cancelled after shipment.