After receiving the goods, if you've changed your mind and need to return an item, you can return the goods within 30 days (Counted from the date the goods are signed for).
Contact us at email@example.com to request a return. Please state your name, order number, and reason(s) for return. The returns address for unwanted items can be found on the Returns Authorization Form that we will send you once your return request has been accepted. After the 30-day period expires (Counted from the date the goods are signed for), the product cannot be returned to RattanTree.
The customers can return the goods by using DHL, GLS and DPD for delivery of packages.
Customer will pay for the cost of return shipping for the following situations:
Returns Packaging & Its Condition When Sending Back
All returned goods should be wrapped in packaging as our couriers do not transport unpackaged items. Therefore, we strongly recommend that you keep the original packaging if you would like to return the goods.
Please be respectful of your returned item(s) when sending it back to us. We promise that all the products our customers receive are brand new, we will never sell any opened box, refurbished products to you.
Our Distribution Centre Team assesses every item that is returned to us. If found the item arrives back damaged due to the customer poorly boxing/packing your returned item, we reserve the right to charge for any damage caused.
For items that arrive damaged or are defective, YOU SHOULD provide video/photos to support your claim that the item arrived damaged or is malfunctioning. If a customer refuses to or fails to send photos/video of a claimed malfunctioning/damaged item, this return will be treated as "buyer's remorse" and the customer is solely responsible for shipping it back.
If the return request for a damaged/defective item can be fixed with simple parts and support, we can provide the option of free replacement part(s) and advice on how to repair your item if the customer finds that to be the easier solution so you don't have to fuss with shipping a large bulky item back.
Refunds will be processed by the original payment method. Once your returned items have been received, your refund will be processed within 7 working days.
We provide a Year Warranty. If your goods are faulty, you are entitled to claim a repair or replacement of the goods or any affected parts.
Please check your goods upon receipt. Any claim concerning incorrect, damaged, or defective goods found on delivery, or concerning damaged or defective goods found at a later date, should be notified to RattanTree Ltd within 96hrs.
All claims should be submitted by email to us and accompanied by photographic evidence of the damage or fault within 96hrs of discovering the fault.
If you later discover any defects not caused since delivery, you should email us at firstname.lastname@example.org immediately, including photographs and a written description of the defect/s. Please state your name, order number, and postcode in any correspondence. We reserve the right to request images or inspect any reported issues and remedy on-site in compliance with your statutory rights.