Returns & Returns Policy

Inspect your order on arrival (important)

Please inspect your order as soon as it arrives (or at pickup).

If your item arrives damaged, faulty, or not as ordered, you must contact us within 48 hours of delivery or pickup so we can resolve the issue quickly and, where applicable, lodge a freight claim.

Please email info@rusticvibesfurniture.au with:

  • your order number

  • a description of the issue

  • clear photos (and short video if helpful), including packaging

Faulty, damaged, or not as described items

If an item is faulty, damaged in transit, or significantly not as described, we will provide the appropriate remedy in line with Australian Consumer Law. This may include:

  • repair

  • replacement

  • refund

Where a return is required due to a confirmed fault or transit damage, Rustic Vibes Furniture will cover reasonable return freight or arrange collection, depending on the size and nature of the item.

Change-of-mind returns (non-faulty items)

We understand that sometimes plans change. For eligible items, we offer change-of-mind returns under the following conditions:

Eligibility

  • You must contact us within 14 days of delivery or pickup

  • Items must be unused, uninstalled, and in original, saleable condition

  • All original packaging and accessories must be included

  • Proof of purchase is required

  • Return approval must be obtained before sending items back

Returns sent without approval may be refused.

Return costs

  • Customers are responsible for return shipping costs

  • Original delivery fees are non-refundable

Restocking fee (freight-shipped items only)

For freight-shipped furniture items, a restocking and handling fee of up to 15% may apply to change-of-mind returns. This covers inspection, handling, and re-packaging costs associated with large and heavy items.

  • No restocking fee applies to pickup items.

We will always confirm any applicable restocking fee with you before proceeding.

Refund processing

Approved refunds are processed once the item has been received and inspected.
Please allow 5–10 business days for processing, plus additional time for your bank or payment provider.

Items not eligible for change-of-mind returns

The following items cannot be returned for change of mind:

  • Custom-made or personalised items, including laser-engraved products (unless faulty or incorrect due to our error)

  • Sale or clearance items

  • Gift cards

  • Items that have been used, installed, modified, or exposed to weather improperly

  • Items returned without suitable packaging, making them unsaleable

Exchanges

We do not offer direct exchanges.

If your item qualifies for a change-of-mind return, the item can be returned in accordance with this policy and a new order placed separately.

How to start a return

To request a return, please email:

📧 info@rusticvibesfurniture.au

Include:

  • Order number

  • Item(s) you wish to return

  • Reason for return

  • Photos (if damaged or faulty)

Warranty information:

Rustic Vibes Furniture stands behind the quality of our craftsmanship. We offer a 12- month structural warranty from the date of delivery on handcrafted furniture against manufacturing defects in materials and workmanship. This warranty does not cover natural timber movement, cracking, shrinkage, expansion, environmental factors, misuse, improper care, or normal wear and tear. To make a warranty claim, please contact info@rusticvibesfurniture.au with your order number, photos of the issue, and a description of the defect. We will assess and respond with next steps.
(This is in addition to your rights under Australian Consumer Law.)