ALL RETURN REQUESTS MUST BE REVIEWED BY THERUSTICFURNITURE.COM. You must email firstname.lastname@example.org to receive authorization from a customer service specialist.
Therusticfurniture.com will authorize returns that meet the following conditions:
- You must contact Therusticfurniture.com to return your item within 30 days of order delivery to receive a refund (no returns will be accepted after 30 days).
- All items must be returned in new and working condition to receive a refund unless authorized by a Therusticfurniture.com customer service specialist.
- All original packaging must accompany the returned product.
Customer Responsibility - Customer is responsible for all return shipping charges, a restock fee of 15% of the product’s cost, and possible packaging costs, if any of these apply:
- Customer cancels the order after the product has shipped from Therusticfurniture.com.
- Customer refuses product at the time of delivery for any reason other than damaged shipment.
- Customer cannot be reached or does not contact the shipping company back within 3 attempts of initial contact for delivering freight (large) items,.
- Repairable or cosmetic damage is noted, but customer refuses to work with the Therusticfurniture.com support team to repair free of charge.
- Customer has Buyer’s Remorse.
- Customer has size limitations upon or after delivery. Dimension measurements are listed on each product description and weight is listed on most. If these are not listed, ask a customer service specialist to get them for you before ordering.
Therusticfurniture.com’s Responsibility - Therusticfurniture.com will assume all return charges, if any of these apply:
- Delivery was refused due to visible packaging damage that was noted on the delivery receipt. The customer should contact Therusticfurniture.com to inform them of their delivery refusal.
- Delivery was received, but with visible packaging and product damage that was noted on the delivery receipt.
- Product is non-repairable as determined by Therusticfurniture.com’s support department.
- Customer received a product other than what they ordered.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchange Request Instructions
Please follow these instructions for Return Request:
Take a photo of the problem – If the problem is size, please use a ruler.
Send an email with the subject line “Order # “YourOrderNumber” Replacement Request” email@example.com
Please include the following:
- The photo(s) - A specific description of the issue - The Order Number - If there are multiple products in an order, identifying the product with the issue
Our support team will respond within 1 business day and Return Instruction will be provided.
All orders are guaranteed for delivery. If orders are not received due to circumstances beyond our control, a replacement item will be ordered. The replacement item will be shipped to the original Shipping Address listed at the time the original order was placed.
Refunds will not be granted if the customer ordered the incorrect size/color/quantity etc. We ship the exact item(s) that you select at time of purchase. If you require a change to your order, please email us ASAP and we will try our best to accommodate your request. If your order has already been processed or shipped, we cannot make changes to your order, and a refund will not be granted.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Refunds may take up to 14 working days, depending on the system you used to pay with.
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