Cancellations Before Dispatch
If you wish to cancel your order before dispatch, please email us at [email protected]. You may cancel your order at anytime up until despatch, however in some cases there may be a maximum 20% administration charge. A lower administration charge will be at the discretion of the Directors. If you cancel your order via telephone before your order has been dispatched your order will be put on hold. You must then confirm your wish to cancel the order in writing via email to [email protected] or by post to:
Regatta Garden Furniture Ltd
Rignals Lane Industrial Area
Your order will not be considered cancelled until notification in writing or via email is received and acknowledged.
Cancellations After Dispatch
If you decide to cancel an order after the product(s) have been dispatched and commenced their journey to you, please email us at [email protected]. We may, at our discretion, charge you for the return carriage of those product(s) which will be deducted from any refund issued. We advise you to check the status of your order before you request cancellation. Any charges will be communicated to you before we confirm the cancellation.
Change of Mind Returns Online Orders Only (Cooling Off Period)
You may return any delivered product(s) you have purchased within 14 working days after the day of delivery for any reason (including if you simply change your mind) these are subject to a maximum 20% administration fee for all cancelled orders. To do so you must notify us in writing or via email to [email protected] stating the reason for the return. If you are returning a product for any change of mind reason you must arrange to return the products to us or to our suppliers and you will be responsible for any charges incurred. All returned products must be returned ‘as new’; if you have opened the package you must have done so without damaging or marking the product or packaging. All items will be checked upon return before the relevant action is taken. All items are to be returned within 14 days of cancellation.
Please note you (the customer) are responsible for ensuring the dimensions of the furniture you purchase are suitable to be accommodated in its intended destination/location. Regatta Garden Furniture Limited has no obligation to refund should said furniture not subsequently fit the intended destination/location.
Please note you have a duty of care to make sure that the items are sufficiently packaged to prevent damage occurring during their return. Failure to ensure this may result in action being taken against you for damaged items. If the item is damaged on arrival at our point of delivery we will notify you and you may need to make a claim against your carrier. The goods may then be collected from us. We cannot process a refund for goods damaged in transit when sent back to us.
Before you request or arrange the return of a product, please read the information below carefully. Please note that if applicable, all parts must be checked before assembly to make sure they are all there and that you are happy with the quality, once assembly has been commenced, the purchase price cannot be refunded.
Please note these provisions do not apply to “bespoke” or individually designed or manufactured products at a customers request (statutory rights not withstanding).
Damaged or Broken on Arrival (Cancelling the Order)
In all cases for damaged items or broken items on delivery where you wish to cancel the order and return the goods (damage must be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item you are returning. This will be at our discretion. Electronic files should be forwarded to us by email to [email protected] and we will obviously also accept printed media via the postal system. We will then collect the item(s) from you if applicable, you will receive a full refund once the goods have been delivered to us and have been inspected. We cannot accept back for a full refund any item which has been assembled, incorrectly assembled causing a fault, accepted or used, please note there is no warranty for bespoke or specifically designed products. Please note you have a statutory duty to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage. The goods remain your responsibility until received by ourselves.
Damaged or Broken on Arrival (Replacement Parts or Item)
In all cases for damaged items or broken items on delivery where you wish to have a replacement or parts sent (damage to be reported within 48 hours of delivery) we will require photographic evidence of the condition of the item. This will be at our discretion. Electronic files should be forwarded to us by email to [email protected] and we will obviously also accept printed media via the postal system. We can then arrange to send replacement parts or if this is not possible we can then arrange to collect the item(s) from you. Once the goods have been returned we will then issue a replacement within our normal delivery schedule. This does not affect your statutory rights. Please note you have a duty of care to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent further damage. The goods remain your responsibility until received by ourselves.
Damage Reported after 48 hours of Delivery
We cannot accept any claims for damages which are not reported after 48 hours.
Incorrect Item Received
If the product delivered is not what you ordered, or does not correspond fully with the item description and you wish to discuss this, please notify us immediately on 01245 478000 or email [email protected] as soon as possible.
Item is Faulty on Delivery
If an item becomes faulty within the first 10 days of use please do not use the goods, please notify us as soon as practicable on 01245 478000 or email us at [email protected] to inform us of the problem. We can then arrange for a replacement, repair or refund as required. In both cases we will arrange to collect the goods at our expense and assessment. If the goods prove to be faulty we can then arrange for a replacement to be sent, repair or to refund you the cost of your purchase, depending on the nature and severity of the fault.
Please note you have a duty of care to take reasonable care of the goods in your possession which includes packaging the goods for return to prevent damage. The goods remain your responsibility until received in a satisfactory condition by ourselves.
Should any item/ items become faulty after purchase please stop using it/them and contact Regatta Garden Furniture Limited on 01245 47800 or sales@regattagarden furniture as soon as possible so we may come to an amicable solution regarding the problem.
Packages/Parcels Missing on Delivery
The delivery note which you sign will clearly state how many parcels should be delivered. If parcels are missing on delivery please sign the delivery note and write on the delivery note how many parcels were actually received. Please notify us within 48 hrs (2 working days) of delivery on 01245 478000 or email [email protected] detailing the parcels missing. If we receive a signature on a delivery note stating that all parcels have been delivered, we cannot accept any claims after this for missing parcels.
Parts Missing Following Delivery
Please notify any missing parts following the inspection of the goods. Please notify us within 7 days of delivery on 01245 478000 or email to [email protected] detailing the parts and giving part numbers if applicable. You may also send in photos or an illustration if this would help identify the missing part(s). On receipt of the information we will arrange for the relevant part(s) to be sent out to you. Please note that all parts must be checked before assembly to make sure they are all there, once assembly has been commenced the purchase price cannot be refunded. (Please note this is not to be confused with missing parcels as detailed above). The original packaging reference number should be retained.
It would be helpful if you can quote the original packaging reference number when contacting us.
Parts Missing After 7 Days of Delivery
We cannot accept liability for part(s) missing if they are reported more than 7 days after delivery.
General Return Information
We will not accept returns or cancellations if the product(s) have been altered by applying chemicals or paints to the surfaces or by altering or customising the product in any way that could be deemed as you using or treating the products as your own. While in your possession, you must keep any products you intend to return to us in good condition. Products must be returned in the same condition as they were delivered and it is your responsibility to take reasonable care of these items. If products were delivered flat packed they must be returned in the same way including complete dis-assembly. Care must be taken to ensure the returned products are packed well to avoid damage or loss of parts in transit, the products remain your responsibility until they are received by us in an undamaged condition. Your statutory rights are not affected.
Refunds (where applicable) will be processed within 5 working days.
Please note once weather covers have been removed from their packaging, we are unable to offer refunds on these items. This does not affect your statutory rights.