Returns & Complaints

Returns & Complaints Policy

At RATTAN CRAFTS, we are dedicated to ensuring your satisfaction with every purchase. If for any reason you are not completely happy with your order, please review our policy below:

1. Returns Policy

We want you to be pleased with your purchase. If you're not satisfied, we offer a return policy under the following conditions:

  • Product Condition: The product must be in its original condition, unused, and in its original packaging.

  • Return Shipping Costs: These are the responsibility of the customer unless the product is defective.

  • Return Window: Returns must be initiated within 30 days of receiving the product.

To initiate a return:

  1. Contact Us: Reach out to our customer service team to obtain a Return Merchandise Authorization (RMA) number.

  2. Package the Item: Securely package the item in its original packaging.

  3. Label the Package: Include the RMA number on the outside of the package.

  4. Ship the Package: Send the package to the address provided by our customer service team.

Once we receive and inspect the returned item, we will process your refund within 5-7 business days.

2. Complaints and Warranty Claims

We stand behind the quality of our products and offer a 2-year warranty from the date of purchase. If you encounter any issues:

  • Defective Products: We provide free replacement or refund for defective products.

  • Warranty Claims: Claims are accepted within 2 years from the date of receiving the product.

To file a complaint or warranty claim:

  1. Contact Us: Provide details of the issue and photos if possible.

  2. Assessment: We will assess the complaint and provide instructions for resolution, which may include repair, replacement, or refund.

3. Special Considerations for Mats and Fencing Screens

For mats and fencing screens that may require eyelets and installation:

  • Eyelet Issues: Contact us if you experience problems with the eyelets on your mat. We may send replacement eyelets or arrange for repair.

  • Installation Problems: Refer to our installation guide. If problems persist, contact us for additional guidance, replacement parts, or professional installation support if necessary.

4. Customized Products

Customized or made-to-order products may have different return policies. These will be communicated clearly at the time of purchase.

5. Damaged in Transit

If your product arrives damaged:

  1. Do Not Accept the Package: Refuse delivery if visible damage is present.

  2. Report Damage: If discovered after opening, take photos and contact us within 48 hours of delivery.

  3. Replacement: We will arrange for a replacement at no additional cost to you.

6. Contact Information

For all returns, complaints, or warranty claims, please contact our customer service team:

  • Email: [Your Email]

  • Phone: [Your Phone Number]

  • Hours of Operation: [Your Business Hours]

  • Address: [Your Physical Address]

Response Time Commitment:

  • Email Inquiries: We aim to respond within 24 hours during business days.

  • Phone Calls: We strive to answer all calls promptly during business hours. If you reach voicemail, leave a message, and we'll return your call within one business day.

  • Social Media Messages: We monitor our channels regularly and aim to respond within 24 hours.

7. Feedback and Continuous Improvement

At RATTAN CRAFTS, we value your feedback and use it to improve our products and services. After your purchase or interaction with our customer service team, you may receive a short survey. We appreciate your thoughts and suggestions.

If you have any ideas for improvement, please let us know. Your input helps us serve you better.

8. Privacy and Data Protection

When handling returns, complaints, or warranty claims, we may collect and process certain personal information. Rest assured, all data is handled in accordance with our Privacy Policy and applicable data protection laws. We use this information solely to resolve your issue and enhance our services.

Conclusion

We are committed to resolving any issues promptly and ensuring your complete satisfaction with our products and services. Your trust in RATTAN CRAFTS is our most valued asset. We strive every day to earn and maintain that trust through exceptional products, service, and support.

Thank you for choosing RATTAN CRAFTS. We appreciate your business and look forward to serving you.

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