Refund policy

We have a 30-day return policy, 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 that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@rustichouse.co.uk. Please note that returns will need to be returned at your own expense and sent with a registered courier to the following address: 

Rustic House
The Patio Furniture Site
Par Moor Road
Par, Cornwall.
PL24 2SQ

If your return is accepted, we’ll send you a reference number to write on the return package, 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 info@rustichouse.co.uk.

Damages and issues
Please carefully inspect your order upon receipt 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 personalised items). Please get in touch if you have questions or concerns about your specific 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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@rustichouse.co.uk.

Exchanges 
If you wish to exchange the item you received for an alternative product you will first need to follow the steps detailed above to return your original item. Once we have received and processed the return we will contact you to process an additional payment/refund for the difference in value and despatch the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.