Refund policy
Returns
- You have 10 calendar days to return an item from the date you received it.
- To be eligible for a return, your item must be in its original condition.
- The item must be returned with protective packaging to prevent damage during transit.
Shipping Costs
- Customers are responsible for all shipping costs associated with returning the item.
- Shipping costs are non-refundable If there is no physical defect or fault with the product and the refund is based on a change of mind purchase.
Transaction Fees
- Customers are also liable for any credit or debit card transaction fees or Electronic Funds Transfer (EFT) fees incurred.
Condition of Goods
- Returned goods must be in the same condition that you received them and must not be damaged or altered in any way.
- If the item is not returned in its original condition, the customer is responsible for any loss in value.
To start a return, you can contact us at sales@rusticgrain.co.za. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@rusticgrain.co.za
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.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
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.