Refund policy
Returns & Refunds Policy
Atelier Rattan carefully inspects each order before it leaves our facility to ensure that your item meets our quality standards.
Due to the nature of our products and the costs associated with handling, packaging, and transporting large and delicate items, all sales are final. We do not accept returns, refunds, or exchanges for change of mind, incorrect measurements, changes in personal preference, or any other reason unrelated to a product defect or an error on our part.
Damaged or Defective Items
If your order arrives damaged or you believe your item has a manufacturing defect, please contact us within 3 days of delivery at [contact@atelierrattan.com].
To help us resolve the issue as quickly as possible, please provide:
- Your order number
- Clear photographs of the item
- Photographs of the packaging, including any visible damage
- A brief description of the issue
- Video footage may be requested when necessary
Please keep the original packaging until your claim has been reviewed.
Once we receive the required information, our team will review the claim and determine the appropriate resolution. Depending on the circumstances, we may offer a replacement, repair, partial refund, or full refund.
If the damage or defect is confirmed to be the responsibility of Atelier Rattan or occurred during transit, we will cover the reasonable costs associated with resolving the issue.
Items Damaged After Delivery
Atelier Rattan is not responsible for damage caused after delivery, including damage resulting from improper assembly, installation, handling, storage, use, cleaning, modification, accidents, or normal wear and tear.
Natural Materials & Handmade Variations
Many of our products are made using natural materials such as rattan, wicker, bamboo, and wood.
Because natural materials and handcrafted products are inherently unique, variations in color, texture, grain, weaving, shape, and finish may occur from one item to another.
These characteristics are part of the natural beauty of our products and are not considered defects or grounds for a return or refund.
Product images are provided as a representation of the item. Due to natural materials, craftsmanship, lighting, and screen settings, the actual product may vary slightly from the images shown on our website.
Incorrect Address or Refused Deliveries
Customers are responsible for providing a complete and accurate shipping address at checkout.
If an order is returned to us because of an incorrect or incomplete address, refusal of delivery, or failure to accept the delivery, any additional shipping, handling, storage, or return transportation costs may be deducted from any refund that may otherwise be available.
Order Cancellations
Once an order has been placed, cancellation may not be possible if the order has already entered processing, production, or fulfillment.
For made-to-order or custom items, cancellation may not be possible once production has begun.
Please contact us as soon as possible if you need to request a cancellation. We will review your request based on the current status of your order.
Made-to-Order & Custom Items
Made-to-order and custom products are final sale and cannot be returned or refunded due to a change of mind, except where required by applicable law or in the event of a confirmed defect or error on our part.
Final Sale
By placing an order with Atelier Rattan, you acknowledge and agree that, except for eligible claims involving damage, defects, or an error on our part, all purchases are final sale and are not eligible for returns, refunds, or exchanges.
Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable law.
Contact Us
If you have received an item that is damaged, defective, or different from what you ordered, please contact us within 3 days of delivery.
Email: [contact@atelierrattan.com]
Please include your order number in your message so that we can assist you as quickly as possible.