Our Promise To You
In all cases, Rathwood reserves the right to request photos and or videos that accurately depict the issue to enable us to make a full assessment of each case. Each case is handled individually and is reviewed by our Rathwood team. Rathwood reserves the right to provide compensation instead of a replacement when necessary.
Our Rathwood warranty specifically covers the framework and structure of your furniture. However, natural wear and tear, damages resulting from misuse, negligence, or incorrect assembly are not included under our warranty.
To determine whether the damage is a manufacturing error or due to misuse, we may ask questions about the product's usage and the damage incurred. Our warranties are valid from the delivery date and apply only to the original purchaser. Items sold to third parties are not covered. Please note that our warranties do not cover commercial use.
Product Specific Warranty Details
Rattan Garden Furniture
Our warranties cover structural damage for rattan garden furniture. However, rust or fading is not covered under warranty. The warranty does not cover natural wear and tear. Garden furniture cushions and glass are only covered under warranty if they have arrived damaged. If these items have arrived damaged, we may replace them if you inform us within 14 days of delivery. After this time, the warranty will not cover these items.
The following is covered by the warranty, provided it's within our terms:
- Structural damage is covered if it arrives damaged or if the structural damage has not been caused by misuse of the product. If the damage occurs within the warranty period, then the item will be replaced.
The following is not covered by warranty for Rathwood Furniture, regardless of warranty length:
- Wear and tear occurs on all furniture and garden furniture is no different. Rathwood maintains the right to determine what is classed as natural wear and tear. This will not be covered under any guarantee.
- Rattan naturally sags during warmer weather, and due to its pliable nature, it should return to normal. However, the rattan can melt under certain conditions, such as from external, extreme heat sources or magnification during warmer weather. Melted rattan isn't covered under any guarantee, and we always recommend using coasters for your glassware when using our rattan dining tables. We recommend using protective covers when sets are not in use.
- Fading, discolouration, stains, or other damage reported to us more than 14 days after delivery is not covered.
- Flaking framework does not reflect or affect the quality of the product and is purely aesthetic, therefore this isn’t covered by warranty.
- If the rattan is scuffed, having been pulled down and showing the staples, is often from the general use of the set. This does not effect the structural integrity of the set and therefore isn’t covered under the warranty.
Rathwood reserves the right to decide whether a replacement or compensation is applicable in various instances.
For furniture, the guarantee period is three years. All other products are guaranteed for a term of one year.
Discounted accessories and show models are not guaranteed and cannot be exchanged.
Aluminium Garden Furniture
Our aluminium garden furniture is covered by a 2-year warranty. Structural damage coverage is the same as above and does not cover scratches or flaking.
The cast aluminium collection is covered by a 5-year warranty, the warranty does not cover wear and tear, or flaking frames.
At Rathwood, we offer a wide range of fire pits. Firepit tables included in rattan and aluminium furniture collections are included in their warranties, except the firepit system itself, which comes with a 2-year warranty.
Rathwood firepits aren’t covered under the warranty if there is wear and tear, damage to the glass and if the ignition system isn’t maintained.
These are all covered by structural damage not derived from misuse. Damage to parasols including bending and damage from high winds is not covered. We always recommend that your parasols are used in conjunction with a suitable base, never used in windy conditions and be removed from the set when not in use.
Rust, fade and discolouration are part of the ageing process and can be accelerated if the furniture is exposed to the weather elements without a protective cover. If the crank handle of your parasol snaps, we will replace the handle itself under the warranty, instead of replacing the whole parasol. The handles are not permanently attached to the product, so they can be easily replaced. Please remember that Rathwood holds the right to determine whether a product has been misused.
For cantilever parasols, the handles are not permanently attached to the product, so they can be replaced. However, if the parasol has been overtightened, then the parasol cannot be fixed and replaced. Rathwood reserves the right to determine whether a product has been misused.
Should your cover rip at the seams, the cover is covered by warranty. However, if the cover is ripped due to force or cut with sharp objects, it will not be replaced. Rathwood holds the right to assess the damage and decide whether it is caused by the manufacturer or due to inappropriate use of the product.
Please note that covers may fade when exposed to direct sunlight, but such colour fading is not covered by warranty.
The warranty period for this product is 1 year.
Garden Furniture Cushions
There is no warranty on our cushions. All cushions for garden furniture sets should be stored indoors when not in use. Even when covers are used to protect the furniture, cushions should be stored inside.
No garden furniture cushions should be left under our covers at any time, any damage such as mould or mildew that appears on cushions left under our covers.
The storage boxes are not fully weatherproof and come with a 1-year warranty.
The warranty will cover any material defects or structural damage noticed upon arrival, damage from product misuse will not be covered.
Natural wear and tear and rusting are not covered and nor are defects or damage caused by improper use or extreme weather conditions such as high winds or storms.
Rathwood reserves the right not to apply the 5-year guarantee in cases where we deem inappropriate misuse or where items have been tampered with by a third party. The warranty will also not apply in instances deemed to be fair wear and tear by Rathwood.
For all warranty claims Rathwood reserves the right to acquire further evidence including photos, videos or other means deemed necessary. Rathwood will investigate all claims to the best of their ability and all claims will be dealt with by the relevant customer service advisors, managers and suppliers.
To make a warranty claim or request please contact the customer service team via telephone 059 91 56285 or email email@example.com