Terms and Conditions

TERMS AND CONDITIONS

General 

Tobs and Ror trade under The Rattan Company Ltd and these terms and conditions apply to the use of the www.tobsandror.co.uk website and associated catalogues, which are operated by The Rattan Company Ltd. References to Tobs and Ror as ‘we’, ‘us’ and ‘our’ shall be deemed to be references to The Rattan Company Ltd. References to ‘you’, and ‘your’ shall be deemed to be references to persons placing an order via the www.tobsandror.co.uk website, as well as for telephone or postal orders. These terms & conditions also cover our catalogue(s), emails and any other associated promotional activity. 

By placing an order, you agree to be bound by these terms and conditions. If you do not agree to these terms & conditions, you must not order through our website, catalogue, emails or phone. 

Before you place an order, if you have any questions relating to these terms and conditions, please contact our Customer Service team by phone on 07972 159634 Monday to Sunday 8am to 10pm or by email on tobsandror@gmail.com

 

Our details 

Head Office 

The Rattan Company Ltd
The Coach House, Thornville, York, YO26 8DU

Telephone: 07972 159634 

Registered in England and Wales No. 11393434
Registered office: The Coach House, Thornville, York, YO26 8DU

All calls will be charged at the local rate (BT users only, other network charges may vary), and both inbound and outbound calls may be recorded for quality monitoring and training purposes.

 

Orders 

When you place an order with us it will be deemed that you have read, understood and agreed to these Terms & Conditions. 

By placing an order through our website you are making an offer to The Rattan Company Ltd to purchase the goods outlined in your order upon the terms described in your order. 

When you place an order, we will require your name, email address, credit/debit card, phone and address details. This information is required in order to process your request or inform you of acceptance of the order. A contact phone number is needed so we can get in touch if there is a problem with your order. We may, unless you inform us otherwise, provide our couriers with your contact phone number in case they need to reach you to arrange the delivery of your order.

Please note, we may not be able to change/amend or cancel your order once it's been picked in our Warehouse.

All prices on our website, catalogues, emails are shown and charged are in GBP. 

After placing an order online, we will provide you with confirmation that your order has been received but this is not confirmation that your offer to buy the items has been accepted. Our contract for the sale of our products will only exist once an order has been accepted, charged, processed and despatched to you. 

Please note that we will not be able to meet any obligations as a result of the following reasons:

  • If the product you ordered is out of stock.
    • We are unable to authorise your payment.
    • If it is identified that there is a product description or pricing error.
    • If customers do not reach any order criteria outlined in the Terms & Conditions.
    • If our delivery companies are temporarily unable to deliver due to exceptional conditions that are beyond our control including hazardous weather and accidents.

Should there be an issue with your order, one of our Customer Service team will contact you either by phone or email. If we have issues authorising payment, we will contact you via phone or email. 

The Rattan Company reserve the right to reject any offer of purchase by you at any point. Please note that whilst we will make every effort and reasonable care to keep your order details and payment secure, we cannot be responsible for any loss you may suffer if a third party procures unauthorised access to any information that you supply when accessing or ordering from the The Tobs and Ror website. 

When placing an order, you will be added to our Catalogue mailing and email list. However, should you wish to not receive mailings, please inform our Customer Service team and they will remove you from our Catalogue list. You can remove yourself from the Email list by amending your email preferences via the link at the bottom of each email, or through our unsubscribe page. 

Once an order has been despatched from our Warehouse, we cannot cancel it, stop it or delay the delivery, nor change the delivery address.

Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel. 

 

PayPal Payments 

Please note that you will be charged straight away for the whole value of the order. This is also the case of items which are pre-ordered which you will not receive straight away or with the rest of the in-stock items.

 

Payment by Cheque 

If you are paying by cheque, on rare occasions items may sell out whilst the cheque is being cleared. Where this occurs, we will reissue a cheque for the amount.

 

Deliveries 

Due to certain items being handmade, made to order or custom made the dispatch may vary. Please check for maximum wait on dispatch, within the individual item description.

We use several different couriers for our deliveries depending on size, weight and number of parcels, and it will also depend if you have chosen an express service. 

Please note that the courier will be automatically selected depending on the above. 

All delivery charges are subject to change depending on the delivery country, the size and the weight of your parcel. Our Customer Service team will contact you before despatching your parcel should this be the case and we may ask you for additional delivery charges.

Before you finalise and submit your order please ensure the delivery address is correct including the postcode. 

Please also check your order confirmation as we will have to charge an additional fee should the parcel be despatched with an incorrect address on. 

Delivery in Europe is available on certain products. Delivery is charged in accordance with the size and destination address of the order as per the delivery cost at the time of order. However, should the volumetric weight be heavier when the parcel has been parcelled up we may ask for additional funds to cover the cost of the delivery. 

Please note we do not offer delivery outside of Europe.

 

Part shipment of an order
Some items are custom made or made to order in which case the might take a little longer. Please check in item description for the maximum wait on dispatch of these items. You complete order will be sent out according to the longest dispatch date within the full order. If you need other items sooner please email tobsandror@gmail.com. In this situation you may be charged more for separate deliveries.

Please note that if there is an item which is out of stock, but is due to arrive in the Warehouse within 48 hours, your order will be held and despatched together.

If the Next Day or Saturday options are selected the delivery will take place on this service once the items become available. 

If the delay is longer than 48 hours your order will be part despatched. 

The postage charge will only be taken once, even if your order is part shipped due to an item being back-ordered.

 

Exceptions

In exceptional circumstances, we may be able to give you a quote for International delivery. To obtain this quote, please email tobsandror@gmail.com with all your billing details, delivery address, the product name and code you would like to order and the quantity.

We do not offer a next day service however if you require this we can make exceptions in some circumstances, please email tobsandror@gmail.com and we will let you know if we can accommodate your request. 

The Isle of Man / Guernsey / Jersey all need to be selected as a different country as the delivery charge will be different to mainland UK. All delivery charges are subject to change should the weight or size of the parcel require further postage to be paid. Our Customer Service Team will contact you before despatching your parcel should this be the case.

 

Delivery in Europe

At check out we do not offer an option for delivery outside of the UK. Please email tobsandror@gmail.com to request a delivery overseas and we will do our best to accommodate the request.

All prices are quoted and charged in Great Britain Pounds Sterling (GBP).  

Please note all deliveries to destinations outside the UK may be subject to import duties and taxes, which are levied by the importing country at the time the delivery arrives in your country. All applicable duties, fees and any additional charges are outside of our control and you will be responsible for these payments. 

If you need to return an item, please note that customs duties are not always refundable or fully refundable. This varies depending on your country’s individual regulations. 

For more information on your country’s import policy, please check with your local Customs office.

 

Collection from our Warehouse

Orders can be collected from our Warehouse in York, by prior agreement. 

Collections can take place between Monday to Friday 9am to 4.30pm. 

To arrange to collect your order from our Warehouse, please contact our Customer Service team on 07972 159634. 

You will not be charged for delivery. Our Customer Service team will provide you with our Head Office full address and telephone number, and you will need to give us 12 hours’ notice prior collection. 

For more information on Delivery, please refer to our FAQs.

 

Website / Catalogue Product Pricing and Descriptions 

Every product bought is sold subject to its product description which outlines any further specific conditions that relate to that product including, without restriction, terms and conditions that regarding approximate delivery dates/times, warranties, after-sales support and guarantees. 

We undertake all reasonable care to ensure that all the details, prices and descriptions of products in our catalogues and on our website are accurate at the time when they are either entered onto our system or printed. Whilst we endeavour to keep the website as up-to-date and accurate as possible, there may be very rare occasions when the information on the website (including product descriptions) at a certain time may not reflect the position exactly at the point an order is placed. We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information. 

Please note that we are unable to confirm the price of a product until your order is accepted in line with our order acceptance conditions. 

On very rare occasions, an error may occur and goods may be incorrectly priced on our website, mailings and/or catalogues. In these circumstances, we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all. 

We reserve the right to correct any price errors as we see fit. If such a situation occurs, we will cancel your order and refund the price you have paid, and in addition will use reasonable endeavours to contact you and ask you whether you wish to repurchase the item at the correct price. If we are unable to contact you, we will proceed to cancel your order and refund the price you have paid. 

We take every care to ensure that the description and specification of our products are correct at the time of going to press. However, specifications and descriptions of products on this website and in the catalogue are solely to provide an approximate idea of the goods they describe and do not form part of the contract between you and us and are not intended to be binding. 

Furthermore, while the colour reproduction of the products is a close representation, we cannot accept any responsibility for any variation in colour caused by the browser software or computer system used to view the products.

 

Price Adjustment Policy 

The Rattan Company is happy to offer a Sale Price Adjustment on items purchased up to seven days prior to the start date of the sale. The same item must still be available at the time of your request and before any sale price adjustment can be made and the difference will then be issued in the form of a credit note which is valid for 1 year. 

We are unable to offer a price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked down.

 

Contract Cancellation 

If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on 07972 159634 or inform us via email at tobsandror@gmail.com. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back, we will issue a full refund via your original method of payment. 

If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery. 

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. 

Where goods are delivered to a third party you will need to be able to return the goods you ordered to us to be able to exercise this right. 

This does not affect your statutory rights.

 

Returns Policy 

Goods must be returned to us within 28 days of receipt, undamaged and in their original packaging with the returns slip completed. 

You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item. 

Please repack your item with care using all the original packaging or a suitable alternative. As the goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes. 

If an undamaged item is returned to us outside of the 28 day time frame, a credit note (valid for 1 year) will be issued, at the discretion of The Rattan Company. 

We will inspect the returned item and will notify you of your refund or replacement via email. We try to process returns as soon as possible once they have reached our Warehouse. However, returns can take up to 21 days to be processed, especially during busy periods. 

We will typically refund any money owed to you using the same method originally used by you to pay for your purchase. If it’s not possible we will contact you via phone or email. 

We cannot accept returns of washed and/or used textile (beddings, cushions, towels, etc...), door mats, candles, or of products with non-replaceable LED bulbs after use of the bulb beyond its recommended lifespan (bulb lifespan hours as stated in the “Size & Info” tab on appropriate product page).

Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged, and will be returned to you. This also applies if an item has not been packaged properly and has been damaged in transit back to us. We may issue a partial refund via credit note at The Rattan Company’s discretion. 

If you wish to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please call our Customer Service team on 07972 159634 or inform us via email at tobsandror@gmail.com. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back we will issue a full refund via your original method of payment. 

If the goods were delivered to a destination within the European Union, if you cancel your whole order within 14 days after the day you receive your goods, we will refund the Standard delivery cost. If you have paid for an upgraded delivery, we will only refund the cost of Standard delivery. 

We cannot be held responsible for goods lost in transit when using Collect+, Royal Mail, or any other alternative return service which are not arranged via our Customer Service team. 

Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by The Rattan Company. 

Please make sure to read all care instructions on the “Size & Info” section on a product page and any disclaimer on product variation due to their organic nature.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement or a refund.

Please note we do not offer any collection service or returns labels.

 

Product Variation 

Please note all of our products are hand-made and/or have a unique finish, shape, colour, natural imperfections, texture and may vary from the picture you see on our website, and/or from one product to the other if you order more than one. Dimensions may also slightly vary. 

Each item is manufactured from natural sources, so size and colour may vary slightly making each piece completely unique.

 

Refunds / Replacement

It can take up to 7 working days from the date of your return for your parcel to be delivered back to our Warehouse. 

We will inspect the returned item and will notify you of your refund or replacement via email. 

This is usually done within 5 working days of receiving your return into our Warehouse. 

During busy periods, please allow up to 21 days for your return to be received and processed. 

Your refund will be issued via the original method of payment. (If your original payment card has expired, please provide us with your new card’s expiry date only. Please do not send any other card details.) 

Please contact our Customer Service team on 07972 159634 for the payment of the collection. If you wish to receive a replacement, the new item will be despatched once the original product has been received in our Warehouse.

Damaged / Faulty Goods
Please ensure that you check all items on receipt, as faulty or damaged items must be reported within 8 working days of receiving the parcel, or within 30 days should the fault develop after receipt.

You will need to send us a picture of the damaged / faulty item prior to any refund or replacement being issued. If you cannot send us pictures of the damage / fault, you will need to return the item to us, at your own expense. We will then inspect the item and if our inspection confirms the damage / fault, we will refund your return cost (please note we will only refund the collection cost we would charge) and issue a replacement (if in-stock) or a refund as appropriate.

Once we have received pictures of the damage / fault and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.

Please note, under the Sales of Good Act 1979, any manufacturing fault occurring within 6 months of receiving your product, we will offer a replacement or a refund.

We cannot be held responsible for items that are damaged for something that was the result of normal wear and tear.

Please make sure to read all care instructions found on the footer menu of our website and also sent out with the item and any disclaimer on product variation due to their organic nature.
If an item is not cared for as per our guidelines and recommendations, and the product has been damaged because of this, we cannot be responsible and we will not be able to issue a replacement, an exchange or a refund. 

For electrical items, there may be extended guarantee through the manufacturer- please refer to original product packaging for more information. 

Returning an item
You are responsible for the cost of returning your item(s) to us, unless you received a faulty, damaged or wrongly despatched item.  

Returns can take up to 21 days to be processed, especially during busy periods. 

We cannot accept responsibility for packages that never reach us.

 

COLLECTION for UK Mainland only
To arrange a collection via one of our couriers, simply call our Customer Service Team on 07972 159634 to arrange your collection. The cost will be deducted from your refund, with the exception of faulty or damaged items. 

Our couriers do not offer timed or weekend collections and unless a safe and secure location can be specified, someone will need to be in when the collection takes place.

 

Promotions 

Please note that only one promotional offer can be used at any one time. 

Promotional codes are not valid on Sale items, Clearance products, items from our Sale Room or on our Gift Vouchers.

Although we will instruct affiliate windows, press and magazines to remove offers or promotions from their sites/publications when they are no longer valid, we cannot be responsible for the failure to do so and will not be in the position to refund any price discrepancies between such articles and our website.

 

Gift Vouchers 

Gift vouchers are available as £10, £25 and £50. 

All Gift vouchers are printed on quality cardboard with a quality grey envelope, with space to add a personalised message of your choice. 

Each voucher and envelope is sent on a signed for, first class delivery service for a price of £5.95 

If you purchase a voucher alongside another product, you will be charged standard delivery and the voucher will be included in your parcel 

Vouchers only available as physical copies, and we recommend posting to yourself and sending on. 

Please note promotional codes are not valid on any gift vouchers. 

You can only apply one gift voucher or one promo code per order. If you wish to use multiple vouchers, please call our Order line on 07972 159634 and we will be able to place you order for you using all your vouchers. 

If you would like to place an order for less than the value of your voucher, please call our Order line on 07972 159634 and we will be able to place your order using your voucher and create a new code of the remaining value.

 

Credit note 

Credit notes are created as and when a refund is not possible or you have specifically requested a credit note. The credit note is a code that is set up for the value of your credit. 

Credit note codes can also be created when you are using a Gift voucher/Credit note to place your order, but the value of your order is less than the value of your voucher/Credit note. We will then create a new credit note of the remaining value.

Credit notes are valid for 1 year from the date it was created.
Your credit note code will be communicated to you via phone or email. 

A credit note will be created instead of a refund if:
• An item is returned outside our 28 days Return Policy
• An item is returned not properly packaged and has been damaged in transit back to us
• An item has been used and has some light marks/damages
• An item has been purchased up to seven days prior to the start date of the sale, as specified in our Sale Price Adjustment policy. 

Your Credit note code must be entered online in the “DISCOUNT VOUCHER” box which appears in your Shopping Basket below your item details. 

Once you have entered the code, click ‘Apply Code’. You must enter the Credit note code before you proceed to the secure checkout as it can’t be applied later. The credit note code is also valid over the phone, in which case you will simply need to quote the code at the point of order. 

You can only apply one credit code or one promo code per order. If you wish to use multiple codes, please call our Order line on 07972 159634 and we will be able to place you order for you using all your vouchers. 

If you would like to place an order for less than the value of your Credit note, please call our Order line on 07972 159634 and we will be able to place your order using your code 
and create a new code of the remaining value

 

Disclaimer & Limitations of Liability 

The Rattan Company does not look to exclude or limit liability for personal injury or death arising from its negligence or that of its employees, agents, members or directors or for any misrepresentation that is fraudulent. 

To the utmost extent allowed by law and save as provided above, neither The Rattan Company, Tobs and Ror, nor any linked company shall be liable to you by reason of any representation, or any implied condition, guarantee, or other term, or any duty at common law, or under the express terms of the contract, or in negligence (whether on the part of The Rattan Company or any of its employees, agents, members or directors or otherwise) for any indirect special or resultant loss or damage (including but not limited to loss of profit or loss of saving), expenses, costs, or other claims for compensation whatsoever which arise out of, or in connection with the use of the Tobs and Ror website, the supply of the products or their use of resale by you). 

These limitations of liability, as outlined here, shall apply equally for the benefit of The Rattan Company Ltd. and any other linked company as if references to The Rattan Company included references to each linked company. 

Whilst we try and do everything reasonable to try and keep the information on this website up-to-date and correct, The Rattan Company do not give any warranty to its completeness or correctness and The Rattan Company cannot be held responsible for any omissions, errors or for any resulting implications from the use of this information. 

Tobs and Ror make all reasonable effort to ensure a reliable and fast service but we do not guarantee that your use of this website will be free from interruption or errors and cannot be held responsible for any disruption, loss of or corruption of any material in transit, or loss of or corruption of material or data when downloaded onto computer systems. 

In addition, The Rattan Company cannot be held responsible or liable for your use of any websites that are accessible from this website as we do not have any control or responsibility for these. Any such links should not be viewed as an endorsement or an affiliation with The Rattan Company.

 

Privacy 

Our Privacy Policy can be found on our Security, Cookie Use & Privacy page. Visitors are required to read this privacy policy. In accessing, browsing or otherwise using this Website, you confirm that you have read, understood and agree to this privacy policy in its entirety. If you do not agree to this privacy policy in its entirety, you should not use this Website. In using the website, you also agree that we can use cookies on your computer, mobile or other device - please see our Security, Cookie Use & Privacy page. 

Copyright & Trademark
All the content of the pages on the website (including pictures, logos, photographs, copy and other materials) represent the copyright or registered trademark of The Rattan Company or it’s technology providers or their respective owners. ALL RIGHTS RESERVED. The modification, copying, circulation, reproduction, or incorporation of into any other work of part of or all of content available on the Tobs and Ror site is forbidden, with the exception of: 

Copying, printing (solely one copy) or downloading extracts of the content of the website for the sole purpose of using the website in good faith for placing an order with Tobs and Ror or for non-commercial purposes. 

The complete liability of The Rattan Company under or in connection with any contract for any products to which these conditions apply shall not exceed the price of the products, except as expressly provided in these conditions. 

The Rattan Company will not be liable to you or be deemed to be in breach of these terms and conditions or any other contract with you by reason of any delay in performing, or any failure to perform, any of its obligations in relation to the products ordered by you if the delay or failure was due to any cause beyond its reasonable control. 

The Rattan Company may assign or transfer any of its rights or sub contract any of its obligations under these terms and conditions to any third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these terms and conditions except with the specific written permission of The Rattan Company. 

No person who is not a party to these terms and conditions shall have any right to enforce any term under the Contracts (Rights of Third Parties) Act 1999. Nothing in these conditions is intended nor shall affect any of your statutory rights that may not be legally excluded.

 

Territory and Law 

The use of this website and these Terms and Conditions are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights. 

This website and our Terms and Conditions have been designed for use within the United Kingdom and under UK law. Whilst we are happy to consider requests for products and enquiries from outside the United Kingdom, we give no warranty, express or implied, that the use of this website or the placing of any order through this website from outside the UK complies with any applicable non-UK laws or regulations. Accordingly, any products or promotions not permitted under your local law are not offered to you.