Refund policy

Please review the following Love of Rattan Furniture agreement before making your purchase. By purchasing Love of Rattan furniture, you agree to all Love of Rattan purchasing terms.

 

Order Cancellation

Change your mind about an order? Contact us via support@loveofrattan.com to send a cancellation request.

Once your order has been placed, you will have 48 hours to cancel your order. To cancel your order or make any changes during this 48 hour period, please email support@loveofrattan.com. Orders cancelled within 48 hours of the order being placed may be refunded in full to the original form of payment. 

48 hours after placing your order, the purchase is considered confirmed and final. Under rare circumstances, we may allow order cancellations 48 hours after placing your order with 20% cancellation fee. Orders are ineligible for cancellation once queued for shipment.

All cancelations MUST be confirmed with our team to be considered valid. 

Any refusal of delivery, or cancellations made after an order has been shipped will be refunded in the form of store credit minus the actual shipping costs. Orders placed with free shipping offer are also subject to shipping cost deduction for the store credit refund.

 

Return & Exchange Policy

Return Policy

We accept unused item(s) for a refund minus actual outbound and return shipping costs to the original form of payment within 30 days of order delivery if there is no quality issue involved.

You have the freedom to initiate a return within 30 days of receiving the product if you are dissatisfied. Please ensure that the items are unused or uninstalled to be eligible for a return. It's important to note that returns will incur a fee, including the actual outbound and return shipping costs, as well as a 15% restocking fee. All items must be securely packaged in their original packaging. Our furniture items are carefully shipped on pallets, protected with padding material and shrink wrap. If, for any reason, the carrier withholds the pallet during delivery, please remember to request it. Please note that we can only accept returns if the furniture is properly palletized.

Refunds for eligible returns are typically processed within 1-2 billing cycles from the date the item is received back at our warehouse. This timeframe allows us to carefully inspect the returned product, verify its condition, and initiate the refund process.

To initiate a return, you can make a request on our Return & Exchange page or contact us at support@loveofrattan.com. It takes 1-2 business days to get back to your request. Our business days are from Monday to Friday. If your return is accepted, you will receive a return shipping label via email, as well as instructions on how and where to send your returning package. All items must be packaged properly when shipped back. Please do not throw away the original packaging if you decide to initiate a return, as Love of Rattan is not responsible for providing packaging materials for returns. Items sent back to us without first requesting a return will not be accepted. For shipping cost, the customer will cover the return shipping fee. If the purpose of return is due to damaged/defective product (not due to shipping mishandling) or wrong processing of order, don’t worry, we will cover the shipping fee and make it right for you.

Refunds will be issued within 2 business after we receive and inspect the returning item(s). We reserve the right to deny a refund, exchange or store credit if the item(s) returned are not in original condition or do not meet our quality standards.

You can always contact us for any return question at support@loveofrattan.com. All emails and requests will be responded in 2 business days. We are here to help!

To make your return and exchange experience smooth and easy, we kindly ask that you inspect the piece before signing for the delivery and refuse the delivery if any damage is present on the item due to shipping and handling. Please notify Love of Rattan of any damages within 48 hours of delivery. Please refer to our Shipping Policy for full details on furniture delivery guidelines and shipping policy. 

Please be aware that all of our furniture pieces are not made in factories but handcrafted by local artisans. Each piece is unique and tells a story of its own. Therefore, cosmetic problems such as blemish, stains, minor wood chips, and inconsistency of colors are not considered as damage nor quality issues. 

Exchange Policy

We accept unused item(s) for exchange within 30 days of order fulfillment. To initiate an exchange, you can make a request on our Return & Exchange page or contact us at support@loveofrattan.com. Your exchange order will ship once your return package is scanned and labeled in transit. Please note: items in your exchange order are not held and could sell out prior to you shipping your return package back to Love of Rattan.

For shipping cost, the customer will cover the exchange shipping fee. If the purpose of return is due to damaged/defective product (not due to shipping mishandling) or wrong processing of order, don’t worry, we will cover the shipping fee and make it right for you.

You have the freedom to initiate an exchange within 30 days of receiving the product if you are dissatisfied. Please ensure that the items are unused or uninstalled to be eligible for an exchange. It's important to note that exchanges will incur a fee, including the actual outbound and return shipping costs. All items must be securely packaged in their original packaging. Our furniture items are carefully shipped on pallets, protected with padding material and shrink wrap. If, for any reason, the carrier withholds the pallet during delivery, please remember to request it. Please note that we can only accept exchanges if the furniture is properly palletized.

Please be aware that all of our furniture pieces are not made in factories but handcrafted by local artisans. Each piece is unique and tells a story of its own. Therefore, cosmetic problems such as blemish, stains, minor wood chips, and inconsistency of colors are not considered as damage nor quality issues. 

 

Shipping Damage

We always do our best to ensure safe arrival, but items are occasionally damaged in transit. If your order arrives damaged, it must be reported within (2) days of receipt. We'll require images of both the damaged product as well as the box and packaging to process the claim. Claims will not be accepted if these conditions aren't met. If your claim is accepted, then we will replace the damaged items, parts, or pay to have them fixed.

Damage claims will be denied if the item has been used or installed.

 

Damage Policy and Guidelines for Freight Items

For freight shipments, you must inspect the packaging and open your delivery promptly BEFORE SIGNING the delivery receipt. If you notice any shipping damage or receive incorrect item(s), kindly refuse the shipment and mark the Bill of Lading as "damaged." The Bill of Lading will be provided by the delivery person during your appointment. Please remember to take clear photos of the damaged packaging and/or item. Please note that refusing the shipment before inspection may incur re-delivery fees.

After refusing the shipment, please contact our customer service within 48 hours at support@loveofrattan.com and provide photos of the damaged shipment. We will swiftly handle your claim and send you a replacement at no additional cost.

 

Important Notice: It is crucial to report any damage, defect, or error before signing for a signature-required freight shipment. Failure to do so may result in your responsibility for the damages, and your damage claim could be denied. Please ensure all damage claims must be submitted within 48 hours of your item's arrival. Claims reported beyond this timeframe may be declined. Signing for the delivery indicates that the shipment was received in good condition during the delivery appointment, and any damage reported later may not be considered shipping-related by insurance.

In certain cases, we may request the return of the shipment even if the delivery was not refused but the claim was accepted. For such returns, please ensure that all items are securely packaged in their original packaging. Our furniture items are carefully shipped on pallets, protected with padding material and shrink wrap. If the carrier withholds the pallet during delivery, kindly request it. Please be aware that we can only accept returns if the furniture is appropriately palletized. Once we receive the return, we can send you a replacement. 

 

Damage Policy and Guidelines for Parcel Items:

For no signature required parcel items, please promptly open your package and inspect its contents. Remember to retain the original packaging. If you discover any damage or incorrect items, kindly take photos of the item and packaging, and promptly report the issue to our customer service at support@loveofrattan.com. Please provide detailed descriptions along with the photos. Clear photos are essential for processing damage claims. Please note that damaged returns without the original packaging cannot be accepted, and damage claims reported after 48 hours of item arrival may be declined.

In the event of item damage, we will arrange for a furniture repair professional to restore your item to its pristine condition. Alternatively, our customer service specialist will collaborate with you to find a satisfactory resolution, such as a refund or discount. If our certified repair professional deems an item irreparable, we will provide instructions for return shipping. Upon receiving your damaged item, we will promptly send out a replacement.

 

Missing / Stolen Orders

Your order may encounter shipping delays. While it is unlikely, if by any chance your item is missing / stolen, and your package does not arrive on the estimated delivery date, we kindly ask that you please wait 1-2 days for it to arrive before contacting us at support@loveofrattan.com. After this 2-day period, please contact support@loveofrattan.com for assistance to file a claim on your order. One of the best things about buying from Love of Rattan is all items in your order are protected through our store policies. We always do our best to ensure safe arrival, but items are occasionally damaged in transit. If your order arrives damaged or lost, please report it within (2) days of receipt. We'll require images of both the damaged product as well as the box and packaging to process the claim. Claims will not be accepted if these conditions aren't met. If your claim is accepted, then we will replace the damaged items, parts, or pay to have them fixed.

Promotions and Discounts

Only one promotion code may be used per order. Once you enter your promotion code at checkout, your savings will be applied to your order. All items purchased on sale are FINAL SALE and shipping charges are non-refundable. Promotions and discounts cannot be applied to sale items. Promotions and discounts cannot be applied to previous orders. We do not offer price adjustments at this time.