Returns & Refunds Policy

At Rustic Vibes Furniture, we take pride in creating individually handcrafted furniture and accessories using genuine reclaimed wine barrels and timber.

Our products are made to order, with each piece prepared, constructed and finished according to the customer's selected specifications.

Please read our Returns & Refunds Policy carefully before placing your order.

As our products are made to order, we do not offer refunds, returns or exchanges for change of mind or incorrect product selection.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law (ACL).

Made-to-Order Products & Change of Mind

All Rustic Vibes Furniture products are handcrafted or prepared to order.

Production is undertaken according to the product, dimensions, colours, finishes and optional features selected by the customer at checkout.

As our products are made to order, we do not accept voluntary returns, refunds or exchanges for:

• Change of mind.

• Incorrect product, size or configuration selected.

• Incorrect stain colour, hoop colour or finish selected.

• Products no longer wanted or required.

• Products that do not fit the intended space where accurate dimensions were provided before purchase.

• Personalised or engraved products manufactured according to the customer's approved specifications.

This applies whether customers select from our standard product options or request additional customisation.

These exclusions do not affect your rights under Australian Consumer Law where a product is faulty, damaged, incorrectly supplied, not as described or otherwise fails to meet a consumer guarantee.

Customer Order Selection & Responsibility

Customers are responsible for reviewing their order details carefully before completing checkout.

Please ensure you have selected the correct product, dimensions, quantity, stain colour, hoop colour and any optional extras.

We manufacture each order according to the product and specifications recorded at the time of purchase.

Where a product has been accurately described and supplied according to the order placed, an incorrect selection by the customer is not considered an incorrectly supplied product.

If you believe you have made an error with your order, please contact us immediately at info@rusticvibesfurniture.au.

We will endeavour to accommodate changes where reasonably possible. However, once production has commenced, changes may not be possible.

Order Changes & Cancellations

As our furniture is handcrafted to order, production planning, material preparation and manufacturing may commence shortly after an order is received.

We do not offer automatic cancellations or refunds for change of mind once an order has been placed.

Customers wishing to request a change or cancellation should contact us as soon as possible.

Where production has not commenced, we may be able to accommodate changes or cancellations.

Once production has commenced, requests will be assessed on a case-by-case basis, taking into account work already undertaken, materials committed and any applicable legal rights.

Where Rustic Vibes Furniture agrees to a voluntary cancellation, any reasonable costs associated with work already completed or materials specifically committed to the order will be discussed with the customer before the cancellation is finalised.

Any cancellation charges will be limited to amounts reasonably justified by the circumstances and permitted by law.

Nothing in this section affects any cancellation, refund or other rights available under Australian Consumer Law.

Refused, Missed or Unsuccessful Deliveries

Customers are responsible for providing accurate delivery details and advising us before dispatch of any access restrictions that may affect the safe delivery of their furniture.

This includes narrow driveways, stairs, restricted access, difficult unloading areas or other circumstances that may prevent successful delivery.

If delivery cannot be completed due to circumstances within the customer's control, including:

• Refusal to accept a correctly supplied order.

• Incorrect or incomplete delivery information.

• Undisclosed access restrictions.

• The customer being unavailable for an agreed delivery appointment where attendance is required.

• An unsuitable delivery location not disclosed before dispatch.

The order may be returned to a freight depot or to Rustic Vibes Furniture.

Where additional freight costs are incurred as a direct result of these circumstances, reasonable charges for redelivery, depot storage, return freight or collection may be payable by the customer, where permitted by law.

Refusing delivery of a correctly supplied made-to-order product does not automatically entitle the customer to cancel their order or receive a refund.

If a voluntary return or cancellation is agreed following an unsuccessful or refused delivery, any applicable freight costs or deductions will be communicated and applied only where legally permitted.

These conditions do not apply where the delivery failure results from an error by Rustic Vibes Furniture or our freight provider, or where the customer is exercising their rights under Australian Consumer Law.

Delivery Inspection & Reporting Damage Within 48 Hours

Every Rustic Vibes Furniture product is carefully inspected and packaged before leaving our workshop.

Due to the size, weight and handcrafted nature of our furniture, we ask customers to unpack and thoroughly inspect their order within 48 hours of delivery.

Please check the item and its packaging for any signs of damage, including scratches, dents, cracks, broken components or other damage that may have occurred during transport.

If you discover any damage, please:

• Contact us at info@rusticvibesfurniture.au within 48 hours of delivery, where reasonably possible.

• Provide clear photographs of the damage, the product and its packaging.

• Retain the original packaging until we have assessed the issue and advised whether it is required for a freight claim or collection.

• Avoid attempting repairs or modifications before contacting us, where reasonably possible.

Prompt notification allows us to investigate potential transport damage with our freight providers and arrange an appropriate resolution as quickly as possible.

Important: While we request notification within 48 hours to assist with freight claims, failure to report damage within this timeframe does not exclude, restrict or limit your rights under Australian Consumer Law.

Damaged, Faulty or Incorrectly Supplied Products

If your product arrives damaged, is faulty or does not match the item ordered, please contact us as soon as reasonably possible at info@rusticvibesfurniture.au.

We may request photographs or further information to help assess the issue.

Where a product fails to meet a consumer guarantee under Australian Consumer Law, we will provide an appropriate remedy in accordance with the law.

Depending on the nature and seriousness of the issue, this may include:

• Repair of the product.

• Replacement of the product.

• A refund.

• Another remedy required by Australian Consumer Law.

Where we are responsible for providing a remedy, we will also meet our applicable legal obligations regarding reasonable return freight or collection costs, including for bulky furniture.

Natural Characteristics of Reclaimed Wine Barrels

Our furniture is handcrafted using genuine reclaimed wine barrels and natural timber.

Each barrel has its own unique grain, colour variations, markings and characteristics developed during its previous use in the wine industry.

Natural variations may include:

• Differences in timber grain, texture and colour.

• Historic winery markings and barrel stamps.

• Minor imperfections, knots and natural timber features.

• Variations in the appearance of stain and finishes due to the characteristics of reclaimed timber.

These characteristics contribute to the individuality and rustic appearance of our handcrafted products.

Reasonable natural variations consistent with the product description, photographs and disclosed characteristics are not considered manufacturing defects solely because they differ from another barrel or product photograph.

However, this does not exclude or limit your rights under Australian Consumer Law where a product is defective, unsafe, not of acceptable quality or does not match its description or other applicable consumer guarantees.

Returns & Exchanges

We do not accept voluntary change-of-mind returns or exchanges for our made-to-order products.

Customers who wish to discuss an order concern are welcome to contact us.

Any voluntary return or exchange offered by Rustic Vibes Furniture will be considered individually.

Products should not be returned without first contacting us to arrange the appropriate return process.

This does not restrict customers from exercising their statutory rights under Australian Consumer Law.

Refunds

Where a refund is required under Australian Consumer Law, it will be processed in accordance with the applicable consumer guarantees and within a reasonable timeframe.

Where Rustic Vibes Furniture agrees to a voluntary refund or cancellation, the applicable terms and any legally permissible costs or deductions will be communicated to the customer.

Approved refunds will generally be processed to the original payment method.

Once processed, please allow up to 10 days for the refund to appear in your account, depending on your payment provider.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Returns & Refunds Policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Contact Us

For questions regarding your order, product specifications, delivery, returns or refunds, please contact us.

Rustic Vibes Furniture

Email: info@rusticvibesfurniture.au

Website: www.rusticvibesfurniture.au