Timber Tsero

At Rattan and Cane, We work hard to ensure that we offer the absolute best prices online. If you find another online store that offers a lower price then us within two months of your purchase date please let us know and we will refund your original payment for the difference.

We want you to feel confident that you are getting the absolute best price for the product you are ordering. If you find that our own website has a lower price for the same item you have ordered within two months of your purchase date will refund the difference as well (Excludes sale and clearance items).

To request your partial refund simply e-mail us a link to the same product on our website, or on our competitors website within two months from the date of your order and we will process the credit accordingly.

Our 100% Price Guarantee has some limitations:

• You must purchase the item from our website before requesting your Price Match Guarantee
• Promotions such as rebates and buy one, get one free offers are not eligible
• The item must be in stock on the competitors website
• The competitor must be an online store, they may not have a retail location
• The website can not be a discounter or auction website (ie; eBay, overstock, etc..)
• The competitor must be an Authorised Retailer of the product in question
• The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax.

Please Note:

This product is hand made using natural materials ensuring each piece is distinctively different and possesses unique characteristics. Small variations or imperfections in colour, design, size and finish may occur from piece to piece. Products made from rattan may present tonal variations within the fibre which are not considered faults. Cracking, splitting, natural defects or leaching of natural oils may be present in natural materials and are not considered faults. All of these elements add to the natural beauty of a product. 

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorised your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.

Backordered / Unavailable items:

We do our absolute best to keep our stock quantities up-to-date; however, on rare occasions you may purchase an item which is out of stock. If your item is on backorder or unavailable, we will void the pre-authorisation and reach out to you via e-mail. 

Order Shipment:

In stock orders will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at help@rattanandcane.com.au

Cancellations & Refunds (Within 24 hours):

We understand that sometimes you may change your mind, and in this case we offer the following:

• If you change your mind after purchase, we offer free cancellation for up to 24 hours following the purchase.
• If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges.
• Refunds will only be issued to the original credit card that you use when placing your order.

Cancellations & Refunds (After 24 hours):

We understand that sometimes you may change your mind, and in this case we offer the following:

• All orders cancelled after 24 hours are subject to a $20 administration fee, whether or not your order has shipped.
• If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges.
• Refunds will only be issued to the original credit card that you use when placing your order.

Exchanges and Returns (After receiving items):

At Rattan and Cane we want you to be completely satisfied with your purchase and understand that on occasion you may have a change of mind.

Unfortunately, not all of our suppliers accept returns after they have shipped. If you have received your items and wish to enquire if it meets the return requirements, please contact us at help@rattanandcane.com.au. 

To be eligible for a return and exchange, you must meet the following criteria:

• You have 7 days to return an item from the date you received it.
• Your item must be unused and in the same condition that you received it.
• Your item must be in the original packaging. (Boxes can be opened).

Exchanges and Returns (Damages):

Please inspect the packaging of your item(s) when they arrive.

• If you notice any damage you should make note of it when signing for delivery.
• If your item(s) do arrived damaged, please send photos to help@rattanandcane.com.au and we will process an insurance claim on your behalf.

Returning Damaged Items for exchange or refund:

To be eligible for a return and exchange or refund (for damaged items), you must meet the following criteria:

• You have 7 days to return an item from the date you received it.
• To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging. (Boxes can be opened).

At times, because of customer demand, some of our products unfortunately go out of stock. 

Products labelled as 'Out-of-stock' are usually restocked within 8 weeks.

Additionally, some of our products listed as 'sold out' are actually custom products which require pre-ordering. Please refer to our Pre-order tab (in the website footer) if you would like to know more information about our pre-order process.

If you are interested in any of our products listed as SOLD OUT, please get in contact with us.

• We can add you to a specific mailing list if you would like to be kept informed of when items are returning. Alternatively, please sign up to our newsletter on our home page: 
• We can assist you if you would like to place a pre-order, or hold an out of stock item for you when it returns.

You can contact us via any of the following methods:

• Phone: 1300 489 046
• Email: hello@rattanandcane.com.au
• Live Chat: Found in the bottom right hand corner of any page