Returns & Returns Policy

Inspect Your Order on Arrival

Please inspect your order as soon as reasonably possible after delivery or pickup.

If your item arrives damaged, faulty or is not what you ordered, please contact us as soon as possible. Where possible, we ask that freight damage is reported within 48 hours so we can promptly investigate and lodge a claim with the freight carrier.

Please email info@rusticvibesfurniture.au with:

Your order number
A description of the issue
Clear photographs of the item and packaging
A short video if helpful

Reporting freight damage within 48 hours assists us with freight claims but does not limit any rights or remedies you may have under the Australian Consumer Law.

Faulty, Damaged or Incorrect Items

If an item is faulty, damaged in transit, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee, we will provide an appropriate remedy in accordance with the Australian Consumer Law.

Depending on the circumstances, this may include repair, replacement or refund.

Where a return is required due to a confirmed fault, damage or our error, Rustic Vibes Furniture will arrange or cover reasonable return freight where required by law.

Change-of-Mind Returns

Eligible non-customised items may be returned for change of mind within 30 days of delivery or pickup, subject to our Refund Policy.

To be eligible, the item must be unused and in its original, saleable condition. Return approval must be obtained from us before sending an item back.

Customers are responsible for return freight and associated delivery costs for approved change-of-mind returns.

Custom & Personalised Products

Customised or personalised products, including products featuring laser engraving, custom dimensions, personalised designs or customer-requested modifications, cannot be returned for change of mind.

This does not affect your rights under the Australian Consumer Law if an item is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.

Missed, Refused or Unsuccessful Deliveries

If delivery cannot be completed due to circumstances within the customer's control — including refusal to accept delivery, undisclosed access restrictions, customer unavailability where attendance is required, or an unsuitable delivery location — additional freight costs may be incurred.

Reasonable redelivery, depot storage, return freight or collection costs actually incurred may be payable by the customer or deducted from an applicable refund where permitted by law.

Please see our full Refund Policy and Shipping Policy for further information.