Warranty Information
Comprehensive coverage for complete peace of mind
Rattan Luxe provides a 7-Year Limited Guarantee on all rattan and aluminium furniture, covering manufacturing defects. We stand behind the quality of every piece we sell.
Warranty Coverage
What's Covered
- Aluminium frames — structural defects including welds, joints, and powder coating failures.
- Rattan frames — structural defects in the aluminium frame beneath the weave.
- PE rattan weave — cracking, peeling, or snapping of the rattan under normal use. If weave is damaged, we can provide spare weave strips for repair.
- Cushions — foam degradation, stitching failures, and fabric defects. Does not cover normal wear, staining, or mould from incorrect storage.
- Fire pit — full warranty on the gas mechanism, burner, and ignition system. Annual servicing recommended.
- Faulty workmanship — any manufacturing defect that affects the function or structural integrity of the furniture.
7-Year Breakdown Schedule
Claims under the 7-year warranty are assessed based on the age of the furniture at the time of the claim. The maximum coverage percentage is as follows:
3-Year Weave Breakdown
The PE rattan weave is covered under a separate 3-year warranty schedule:
What's Not Covered
- Damage caused by misuse, neglect, or poor maintenance.
- Normal wear and tear, including minor fading from UV exposure.
- Damage from extreme weather events (storms, flooding).
- Modifications or repairs not authorised by Rattan Luxe.
- Commercial use — our warranty covers domestic use only.
- Incorrect assembly or use of non-supplied fixings.
- Mould or mildew caused by incorrect cushion storage or trapped moisture.
- Glass suckers — these may naturally fade in sunlight and are not covered.
- Moving parts and gas cylinders for recliner chairs.
- Heat damage to glass tops caused by magnification in direct sunlight.
- Fabric tolerance variations — minor differences in cushion dimensions are normal.
- Free included accessories — complimentary parasols, bases, and rain covers provided with sets are not covered under warranty.
How to Make a Claim
Email [email protected] with your order number and a description of the issue.
Send clear photographs of the fault, including close-ups and wider shots showing the affected area. Include photos of any labels or serial numbers.
Our team will assess your claim within 3–5 working days. We may request additional photos or arrange an inspection for larger items.
Depending on the claim, we will arrange a repair, replacement part, or partial refund based on the applicable warranty breakdown schedule. Replacement parts provided do not restart the warranty period.
Important Notes
- The warranty period begins from the date of delivery, not the date of purchase.
- Proof of purchase (order confirmation email or receipt) is required for all claims.
- Replacement parts provided under warranty do not restart the guarantee period.
- For delivery damage, please report within 48 hours with photographs. See our Shipping & Returns page.
For general care advice, visit our Product Care page.