Return and Exchange Policy

RETURN AND EXCHANGE POLICY

Thank you for shopping with RUSTIC.NZ. If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer one exchange within 24 hours of you receiving your order. You can return your product for store credit, exchange for a different product, or in the event of a defective item we may agree on a refund (all completely at RUSTIC.NZ’s discretion).

We will of course comply fully with the Consumer Guarantees Act. There could still be exceptions or items disallowed under our RETURN AND EXCHANGE POLICY, including but not necessarily limited to the below. Please note the following:

  • Discounted items are final and cannot be returned or exchanged
  • Gift Cards are not returnable
  • Returned items must have tags still on and be returned in original packaging.
  • Any items returned with obvious signs of use, damage or missing components will not be accepted for refund or exchange.
  • Issues caused by incorrect care or use of the product. Instructions on care can be found on our Product Care page (in the About Us tab).
  • Normal wear and tear

To request a return or exchange, please complete the following steps:

  1. You must first email us outlining your specific concern including your order number, the item purchased and date of purchase using the form on our Contact Us page. Please check items that are excluded from our RETURN AND EXCHANGE POLICY (noted above) before contacting us
  2. Once this contact has been made and we have agreed to a return or exchange, please post the items to be returned to:
    RUSTIC.NZ
    ATTN: Returns
    26G Pacific Street
    Waiuku
    Auckland 2123
  3. Please note the return shipping fees are at the customers expense, however if a replacement is agreed this will be posted to you at no cost. We recommend you post the items back to us using tracked postage as we cannot control return shipping.
  4. We will finalise the refund or exchange after the product has been reviewed and investigated in line with our RETURN AND EXCHANGE POLICY and the EXCLUSIONS noted above.
  5. If agreed, your exchange or credit (or refund for damaged or faulty items) will be processed within 5-10 working days. If not agreed we will advise you and return your purchase back to you – please note we reserve the right to charge for this return courier cost.

FREQUENTLY ASKED QUESTIONS
MY SIZE IS WRONG, CAN YOU HOLD THE RIGHT SIZE?
YES! As long as the right size is still available, we will hold the correct size until we have received the item back from you in original condition and packaging. If it is not available we will discuss with you either issuing a credit or pre-ordering the correct size from our manufacturer. Please bear in mind that delivery timeframes will be subject to the manufacturer’s workload.

WHAT IF MY ITEM IS ON AFTERPAY OR LAYBY?
You just keep paying them as normal. Send the item back and you will receive a credit which can be used to purchase something else. Effectively you are paying off the credit.

I’VE RECEIVED THE WRONG ITEM WHAT DO I DO?
Occasionally we may get it wrong – we’re human too! If we do, we absolutely apologise for the inconvenience. Please contact us to discuss.