Rattan Furniture Terms & Conditions

Please read this policy, specific to our rattan furniture range, in conjunction with our Site Terms & Conditions in full before you order. This policy is specifically intended for the purchase of rattan products from Capital Stores Ltd (trading as Capital Outdoors), owing to the size of the items and therefore the shipping method used for this range of products. These terms and conditions are in addition to and do not affect your statutory rights.

1. ARRANGING DELIVERY

We have taken great care to ensure all of the headaches have been removed and that you are kept up to date with the progress of your order and delivery at every stage.

Here is a simple breakdown of our order process:

  1. Place your order and receive email confirmation within 10 minutes, confirming the details of your order
  2. Within 4 working hours a member of our Customer Experience team will call you to confirm the details of your order
  3. Within 1-2 days (once our routes have been planned), our Transport & Delivery team will be in touch to arrange a day and offer you either a morning or an afternoon delivery slot. If the offered slot is not suitable, an alternative will be available
  4. Our specialist Delivery team will arrive (if required it will be a 2 person crew), carefully delivering your new product to your door, fully insured and fully guaranteed for your peace of mind

We will endeavour to keep you updated with the status of your order every step of the way from placement through to delivery. If you have any queries regarding your order please email us at customer.services@bigredgroup.co.uk or call us on 0800 622 6222 quoting your order number.

We make every effort to ensure that you receive your order within 5 working days of placing your order, subject to stock, courier area and availability. Delivery to the address you have given us is usually free, but there are some exceptions such as the Highlands and Islands, international deliveries, and special delivery options. Where any delay occurs we will notify you by email at the earliest opportunity. Lead times quoted are given in good faith, based on the best available information we have at the time.

2. OUT OF AREA SURCHARGE

We offer FREE delivery across our entire product range. Our free delivery area covers most of the UK, however for customers living further afield, we apply a £45 surcharge (on rattan sets only) to the total value of your order at checkout or via our sales line. ‘Out of area’ is denoted by our couriers and relates to their definition of non-mainland UK areas, the Scottish Highlands and all offshore islands.

3. ACCEPTING DELIVERY

Please check the delivery carefully when it arrives to ensure that is it free from damage. All deliveries require an adult present to sign the drivers’ paperwork. Any damage should be reported on the delivery paperwork and the delivery team made aware at the point of delivery. Any packaging should be opened carefully and kept in case you need to return the goods.

If no one is available at the prescribed delivery address, a re-delivery charge will be calculated and applied according to the number of items to be delivered, the availability of a delivery vehicle, your location and complexity of the delivery – this is usually around £80. In these circumstances, re-delivery will not take place until any additional charges have been paid.

It is your responsibility to advise us at the time of ordering of any difficulties that may be encountered when delivering the goods to your property. Factors such as parking restrictions and low bridges are important to ensure we complete the delivery successfully therefore please advise us in advance of anything which might cause the drivers issues. Although we try to be as accurate as possible, product measurements specified by us are always approximate.

If you refuse delivery, please notify us so that we can expect the return shipment either by email: customer.services@bigredgroup.co.uk or by phone: 0800 622 6222. If you are not available to take delivery at the prearranged time, or the item(s) will not fit through the access points to your property, or you refuse delivery, Capital Outdoors reserves the right to charge you a restocking fee of £80.00.

4. FAULTY GOODS

If your goods are faulty you are entitled to claim a repair or replacement of the goods or any affected parts. If you have not used the goods, and they were faulty when delivered, you may be entitled to a full refund.

If you later discover any defects not caused since delivery, you should notify Capital Outdoors immediately, including photographs and a written description of the defect/s, either by email to: customer.services@bigredgroup.co.uk or by post to our head office address. 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. Once delivery has taken place, we may be unable to arrange a collection or replacement of damaged or deficient goods without photographic evidence.

Please note cushions are delivered sealed in clear plastic wrapping that will allow for inspection. Any cushions that have been unsealed will be deemed as having been used. Therefore they cannot be returned for any reason other than because they are not as described or are not of satisfactory quality.

5. CANCELLATION AND RETURNS

You have the right to cancel your order from the time you place your order up to 14 days from the date of delivery. Simply notify us of your wish to cancel by email to customer.services@bigredgroup.co.uk.

If you wish to return the goods to us after delivery has been made, it is your responsibility to return the items to our distribution centre in a good saleable condition and at your own cost, no later than 14 days from the day on which you communicate your cancellation.

Capital Outdoors recognise that many customers do not have the means to return very large items and therefore will arrange collection during normal business hours (Monday to Friday), if requested. A charge will be made to cover the cost of collecting the item(s). This charge will be calculated according to the number of items to be returned, availability of a delivery vehicle, your location and complexity of removal.

You are responsible for the goods once they have been delivered to the order address and you are liable for any subsequent loss or damage. A deduction will be made if the value of the goods has been reduced, for example as a result of you handling the goods (except when it was necessary to establish the nature, characteristics and functioning of the goods), assembling the goods, using the goods, or damage caused during return transit by you or a third party, or as a consequence of inadequate re-packaging. Additionally, a charge may be made to replace any missing or damaged original packaging.

Following cancellation of your order, any monies will be refunded by the method you used to pay us where possible and usually within 14 days of our receipt of the returned goods, or within 14 days of you providing evidence of having returned the goods, whichever is sooner. Please note, any enhanced or premium delivery costs or supplements you have paid will not be refunded.

6. AMENDING YOUR ORDER

If you amend or change your order you may find there are changes to your delivery timetable and/or the price you pay for the item (you will be charged the current selling price on the day you amend your order). Please note, it may be necessary to cancel your original order and create a new order.