Guarantee Policy

Due to the differences in products we supply, all products have individual warranties. If there is any uncertainty of the warranty length of your product, please contact us prior to purchase.

Conditions of warranty 

1. Photo evidence is required at all times for assessment by our head office. Once images have been received, we will come back to you within 7 working days.

2. We do not cover any wear and tear to the rattan weave, for example scratches, nips or rips, where the set could well have been caught on another item.

3. In the rare occasion your product arrives damaged, this must be reported to us within 24 hours of the delivery being made. You will be required to sign for your order by the pallet company delivering the order. Please check over the goods, for any rare signs of damage in transit and report this to the courier.

4. We accept no damage caused by severe weather. This includes damage to the rattan weave or glass.

5. We do not cover any damage caused by rusting or visible rust. It if your responsibility to ensure the set is well maintained and covered during adverse weather. 

6. We do not cover glass. Any issues with glass must be reported to us within 24 hours of you signing for your delivery. After this period, we will not replace any glass with chips, cracks of smashes. Glass is excluded from any of our warranties. If there is an issue with your glass you are able to contact a third party company who will be able to make a size to measure. 

7. We do not cover cushions or cushion covers. Any issue with covers must be reported to us within 24 hours of signing for your delivery from the courier. 

8. Warranties are invalidated for any product which has been tampered with, for example; switching the burner for one with a different glass supply. 

9.  Rattan naturally sags during warmer weather, and due to its pliable nature, it should return to normal. However, the rattan can melt under certain conditions, such as from external, extreme heat sources or magnification during warmer weather. Melted rattan isn’t covered under any guarantee and we always recommend using coasters for your glassware when using our rattan dining tables.

10. Any demo ex- display items sold as seen are not covered by our warranty. 

11. All moving parts are subject to wear and tear, for example rising tables. We do not cover the rise fall mechanism under our warranties.

12. All weatherproof covers have a 30 day return policy. We do not cover accidental damage such as rips, under any circumstances. We do not accept covers back if the item has been used. We do not issue any replacement or repair if the item was included free as part of your order.

13. Cushions and glass are not covered under the guarantee, unless they arrive damaged and this must be reported to us within 24 hours with photos.

14. Proof of purchase is required at all times. 

15. No chips to the glass are covered, unless it arrives chipped and this must be reported to us within 24 hours of accepting delivery. 

16. Our firepit burners have a 12 month warranty. We will not accept any claims for any firepit systems that have been used for cooking or tampered with in any way at all for example; changing the gas type fitting for the burner. 

Our guarantee won't cover you if:

• There's evidence of product abuse, misuse or use in a non-domestic environment
• The product hasn't been properly maintained in accordance with our care instructions  
•  The product is in an unsanitary condition (caused by pets, for example). We also reserve the right to refuse to collect and/or dispose of any unsanitary product  
• The product has been exported outside of Great Britain.  
  The product shows any sign it has been left outside in the rain.