Cancellation, Return & Refund Policy

At Rêve Rattan, we strive to provide the highest quality rattan furniture and excellent customer service. We understand that sometimes you may need to cancel, return or exchange an order. This policy outlines the terms under which we accept cancellations, returns and provide refunds. Please read it carefully.


Returns

Returning Products

Customers can return products purchased from Rêve Rattan within 7 days of receiving their order. To initiate a return, please contact our customer service team via phone or email with your order details. We will provide instructions for returning the item(s) to our warehouse.

Return Eligibility

To be eligible for a return, please ensure the following:

  • The product is in its original condition and packaging. The tags must still be attached. We cannot accept returns on items where the tags have been removed.
  • Sale items or items purchased at a promotional discount cannot be returned. These are final sale items.
  • Please have your order number and original packaging ready when requesting a return.


Cancellations

Cancelling an Order

Customers may cancel an order until the product is dispatched. Once the product is dispatched, the customer cannot cancel it. If the customer wishes to cancel an order, they must contact our customer service team immediately. We will do our best to accommodate the request, but cannot guarantee that the order can be cancelled.

Custom Orders

Custom orders cannot be cancelled once the order is placed. We begin production on custom orders immediately after they are placed, and therefore cannot accept cancellations or returns.


Refunds

Full Refunds for Defective Products

If a product is found to be defective or damaged upon arrival, Rêve Rattan will refund the entire purchase amount, including original shipping fees, once the item has been returned and verified at our warehouse. We will offer a full refund, exchange the product if available or issue a credit note to purchase other products. This ensures the customer receives satisfactory products and service.

Refunds for Returns Due to Change of Heart

If an item is being returned due to a change of heart or because it does not fit or suit the customer’s home, Rêve Rattan will issue a refund once the returned product has reached our warehouse and has been inspected. The refund will be for the cost of the product only. The original shipping fees are non-refundable.

Time Frame for Processing Refunds

Once a return is initiated, the refund payment will be processed within 15 business days. The refund should appear in the customer’s account within 15 business days after processing begins. This provides a clear time frame so customers know when to expect their refund.

Our Commitment to Fair, Timely Refunds

We take great pride in the quality and craftsmanship of our rattan furniture. However, in the unlikely event of a defect, we promise to make it right to your full satisfaction under our refund, exchange and return policies. Please contact us within 15 days of delivery if you face any issues with your product.