Returns
We have a 30-day return policy for eligible items, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition in which you received it, unused and in its original packaging where applicable. You will also need your receipt, invoice or other proof of purchase.
To request a return, please contact us at info@rusticvibesfurniture.au before returning your item.
If your return is accepted, we will provide instructions on how and where to return your order. Return freight and delivery costs associated with a change-of-mind return are the responsibility of the customer.
Items returned to us without prior approval may not be accepted.
Nothing in this policy excludes or limits any rights you may have under the Australian Consumer Law.
Made-to-Order & Custom Products
Many Rustic Vibes Furniture products are handcrafted and made to order.
Customised or personalised products, including products made with custom dimensions, engraving, personalised designs or other customer-requested modifications, cannot be returned for change of mind.
Please contact us if you are unsure whether your order is eligible for a return.
This does not affect your rights under the Australian Consumer Law where an item is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.
Refused, Missed or Unsuccessful Deliveries
Customers are responsible for providing accurate delivery information and advising us before dispatch of any access restrictions that may affect delivery.
If delivery cannot be completed due to circumstances within the customer's control — including refusal to accept delivery, undisclosed access restrictions, the customer being unavailable where attendance is required, or an unsuitable delivery location — the order may be returned to a freight depot or to Rustic Vibes Furniture.
Where additional freight costs are incurred as a result, reasonable costs charged to us for redelivery, depot storage, return freight or collection may be payable by the customer.
If the customer chooses to cancel the order following an unsuccessful or refused delivery, any refund will be processed once the item has been returned to Rustic Vibes Furniture and inspected. Reasonable freight and associated delivery costs actually incurred as a result of the unsuccessful or refused delivery may be deducted from the refund where permitted by law.
This does not apply where the delivery failure was caused by Rustic Vibes Furniture, the freight carrier, or where the customer is exercising a right or remedy available under the Australian Consumer Law.
Damages & Issues
Please inspect your order upon delivery and contact us as soon as possible if your item is defective, damaged or if you receive the wrong item so we can assess the issue and make it right.
Where possible, please provide photographs of the item and packaging to assist us in resolving freight damage quickly.
Exceptions / Non-Returnable Items
Certain items cannot be returned for change of mind, including personalised or customised products, special orders and gift cards.
Please contact us if you have any questions about whether your particular item is eligible for return.
Your rights under the Australian Consumer Law are not affected by these exclusions.
Exchanges
If your return is approved, the fastest way to receive a different item is to return the original item and place a separate order once the return has been accepted.
Refunds
We will notify you once your returned item has been received and inspected and advise whether your refund has been approved.
If approved, your refund will be processed to your original payment method, less any applicable costs outlined in this policy where permitted by law.
Please allow additional time for your bank or credit card provider to process and display the refund.
