Returns
Outdoor Iconic offers a 30-day return policy. This means that, following the receipt of your item, you have a period of 30 days to request a return. You can read more about our Return and Refunds Policy here.
Return Policy:
i. If the return is due to damage, then please attach photographic evidence of the damaged item, as detailed in clause (11.2), to sales@outdooriconic.com
ii. Our team will raise a return on our system and send you a return form to be attached to the package. If a replacement is required, our team will arrange it.
iii. Collection or drop-off to be arranged.
iv. The return will be accepted into our warehouse and inspected.
v. Credits, where necessary, will be raised.
Please note that we will not issue a credit note if only part of a set is returned; therefore, please make sure all cushions, glass parts, fixing kits, and other components are also returned with the furniture. We have the right to deny a credit if we receive a partial return of the goods.
2. Customer Change of Mind:
If you are returning goods due to a change of mind, we must:
i. Email us via sales@outdooriconic.com
ii. You will be liable for the cost of returning the goods.
iii. The goods must be returned in their original packaging in such a state that they can be re-sold without the need for discounting.
iv. If the goods are returned without the original packaging or if the packaging has been damaged, they must be returned safely wrapped and suitable for transit, and you will be liable for a re-packaging fee of £35.
3. Goods received in Error
If you have received goods in error, please inform us of this as soon as possible. In most cases, we will be able to arrange collection and/or replacement of the correct items if still required.
4. Inspection and Acceptance of Goods
1. You must inspect the goods upon delivery or collection. If you identify any shortages, you should report them first on the delivery date and then inform us via sales@outdooriconic.com within 48 hours of delivery, providing details. Shortages to a delivery or collection will be rectified once an internal investigation has been carried out and the shortage has been agreed upon by both parties.
2. If you identify any damages, you must inform us via sales@outdooriconic.com within 48 hours of delivery, providing details of the order number, details of the damaged goods, and photographs to show the damage and packaging. Once satisfied that the goods are defective, we will:
i. Arrange for a return to be raised, and our team will email you a return note that must be attached to the damaged item(s).
ii. Once we receive the returned goods, the goods will be inspected.
iii. Subject to your compliance with this clause and/or our agreement, we will, as appropriate, repair, replace, or refund part or all of the goods.
3. We will be under no liability or further obligation in relation to the goods if one of the following criteria is met:
• You fail to provide notice as set above.
• You fail to return the complete item including cushions and glass.
• The defect arises from normal wear and tear of the Goods.
• The defect arises from misuse of the Goods, negligence, wilful damage or any other act by You or any third parties.
• The defect arises from an Act of God.
4. Our acceptance of returned goods will be deemed to be upon inspection of them by us. If the inspection is not passed, you will bear the cost of returning the goods, and a refund or replacement will not be arranged.
5. Acceptance of the goods will be deemed to be upon inspection of them by you, and in any event, 48 hours after delivery.
Warranty
Maze Living offer a 7 year guarantee on all Outdoor Fabric furniture and 5 year guarantee on Rattan, Aluminium and Rope Weave sold under the Maze brand, purchased on the Maze Living website. Please note, both the 7 and 5 year guarantee only covers furniture for structural damage (framework), and rust in the UK. Fire Pit systems, Flat Weave furniture and accessories are covered by a 1 year guarantee. The guarantee does not include the glass, fabric, cushion fabric or filling, rattan, or stitching supplied with the set (unless there is a manufactural defect which is reported within 48 hours of delivery).
The guarantee coverage will commence on the date of delivery (Guarantee Coverage) and continues from that date. This guarantee will not cover any damage that is caused directly or indirectly by factors that are out of the responsibility and influence of Maze Rattan LTD. The 5 year guarantee is the maximum period covered and any replacement orders provided do not re-start the guarantee period.
The guarantee is only valid as to defects in the materials, and Maze reserves the right to not apply the guarantee where it deems, and/or when damages and defects are caused by:
- Commercial use (unless agreed in writing prior to purchase)
- Insufficient and/or incorrect product maintenance
- Inappropriate misuse
- Instances where the product(s) have been tampered with by a third party
- Fair wear and tear
- Not following fitting instructions and using tools and fixings provided
- Foreign weather conditions if the furniture is moved outside of the UK
- Vandalism, abuse, neglect, deliberate act, accident, disaster or casualty
Where a defect is found, Maze (or its authorised supplier/manufacturer acting on its behalf) will repair, replace or remove part or the entire product. Where it is deemed viable to do so, Maze may provide products, parts and/or materials for the customer to repair or replace a defective part, without the on-site assistance of a Maze Living employee or authorised representative. As a reasonable resolution between the customer and Maze chargeable upgrade at a discounted rate may be provided, but only at the customers discretion. The method of remedy under this guarantee shall be at the sole choice of Maze.
Maze will always ensure that this product will receive the full benefit of any manufacturer‚ guarantee. Where any claim is made under this guarantee, refunds will not exceed the following proportions of the original purchase price of the goods:
7 Year Breakdown
- up to 100% for a claim made in the first 12 months
- up to 50% for a claim made within 13 - 24 months
- up to 25% for a claim made within 25 - 36 months
- up to 10% for a claim made within 37 - 48 months; and
- up to 5% for a claim made within 49 - 84 months
5 Year Breakdown
- up to 100% for a claim made in the first 12 months
- up to 50% for a claim made within 13 - 24 months
- up to 25% for a claim made within 25 - 36 months
- up to 10% for a claim made within 37 - 48 months; and
- up to 5% for a claim made within 49 - 60 months
in each case by reference to the number of years that have passed since the commencement of the Guarantee Coverage.
Maze Como / Eden Pergolas
Our 2 year guarantees on Maze Como / Eden Aluminium Pergolas cover defects in the material during normal use within the warranty period. All Maze Como / Eden privacy drop screen blinds, louvre panels and patio heaters are only covered for 1 year as they are classed as pergola accessories.
The warranty does not cover natural wear and tear. The guarantee does not cover damage from extreme weather conditions, such as storm damage, high winds, or storm damage. The warranty does not cover pergolas that have been incorrectly installed or tampered with against the instruction manual given. All Maze Pergolas must be bolted to the ground sufficiently to ensure they are covered by warranty. Pergolas that are not stated as ‘Wall Mounted’ should not be mounted to any property – this will void the warranty by Maze Living.
These guarantees are in addition to, and does not affect, your legal rights in relation to the Goods that are faulty or not as described. All products will be provided in accordance with the contract. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
