Refund policy

Returns & Refunds Policy

At Rattan and Heart, we take pride in the craftsmanship of our pieces. We want you to feel the same love for your purchase that we felt creating it. If things aren't quite right, here is how we can help.

1. Change of Mind Returns

We understand that sometimes a piece doesn't fit your space exactly as you imagined. We offer a 14-day change of mind return period from the date you receive your order.

  • Condition: Items must be in their original, unused condition and in the original packaging.

  • Exclusions: For hygiene and safety reasons, we cannot accept returns on bedding, cushions, or clearance/final sale items unless they are faulty.

  • Return Shipping: The cost of return shipping for "change of mind" is the responsibility of the customer. We recommend using a trackable service, as we cannot be held responsible for items lost in transit.

  • Restocking Fee: Please note that a small restocking fee (e.g., 10%) may apply to larger furniture items to cover inspection and repackaging.

2. Damaged or Faulty Items (Australian Consumer Law)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure.

  • Minor Faults: If the problem is minor, we may choose to repair the item or provide a replacement.

  • Major Faults: If the item is significantly different from the description, is unsafe, or is substantially unfit for purpose, you are entitled to a refund or replacement.

  • Natural Variations: Please note that rattan is a natural material. Minor variations in colour, grain, and texture are characteristic of the material and are not considered faults.

3. How to Start a Return

To ensure a smooth process, please follow these steps:

  1. Email us: Contact our team at [Insert Email Address] within the return window.

  2. Provide Details: Include your order number, photos of the item, and the reason for the return.

  3. Wait for Authorisation: We will provide you with a Return Authorisation (RA) number and the correct return address. Do not send items back without an RA number.

4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed via your original payment method within 5-7 business days.

  • Please note that original shipping costs are non-refundable.

Shipping Damage

Please inspect your order upon delivery. If your item arrives damaged due to transit, you must notify us within 48 hours of delivery with photos of the packaging and the damaged product so we can lodge a claim with the courier.

Contact Us

If you have any questions regarding our policy, please reach out:

  • Email: [Insert Email]

  • Phone: [Insert Phone Number]

  • Location: [Insert Business Address, Australia]