At Rustica Haze, we take great pride in the quality of our handcrafted wreaths and artisan products. We strive to ensure that all our customers are delighted with their purchases. However, we understand that sometimes a return may be necessary, and we’ll do our best to make the process as smooth as possible.

RETURN POLICY

Custom/Bespoke Designs

  • Full Payment: Full payment is required before any custom work commences.
  • Returns and Cancellations: We do not accept returns or cancellations for bespoke or custom designs once the order is confirmed and materials have been sourced or purchased.
  • Design Changes: Any design alterations requested after work has begun may incur additional charges.

Dried Flower Designs

  • Perishable Items: Returns, including designs containing dried flowers, are not accepted for perishable items.

Non-Perishable Goods

  • Return Eligibility: Unused non-perishable goods may be returned within 14 days of notifying us, in accordance with this returns policy. Original delivery charges and return shipping costs are non-refundable unless the return is due to our error or damage in transit.
  • Return Process:
  1. Notify us of your intention to return an item within 7 days of receiving your order.
  2. Return the item(s) within 14 days of notifying us.
  3. Ensure all items are unused, in their original packaging, and with tags still attached.
  4. Include proof of purchase, such as your order number, with the returned goods.

Refunds & Exchanges

  • Once we receive the returned item(s) in satisfactory condition, we will issue a refund, exchange, or credit note.
  • Refunds are processed within 14 days of receiving the returned goods.

Faulty or Damaged Items

  • Definition of Faulty: Items are classified as faulty if they arrive damaged or if an incorrect product has been sent. Colour variations due to monitor differences are not considered faults.
  • Reporting Damage: Contact me within 24 hours of receiving damaged items. Provide photographic evidence to help us process a replacement or file a claim with the courier.

Important Return Instructions

  • Prior Notification: Contact us before returning any item(s).
  • Packaging: All returned items must be securely packaged to avoid damage during transit.
  • Proof of Postage: Retain proof of return postage until we confirm receipt and processing.
  • Trackable Service: We recommend using a trackable shipping service with sufficient compensation for loss or damage during transit.
  • Unsuitable Returns: If an item is returned in an unsuitable condition, it may be returned to you.

Shipping Costs

  • Return shipping costs are the responsibility of the customer unless the item is faulty or damaged in transit, or we made an error.

Cancellations

  • Non-Custom Items: Cancellations are accepted for most items until they are marked as dispatched. After dispatch, the returns policy applies.
  • Custom Items: Cancellations are not accepted for custom-made or bespoke items.

Questions?

If you have any questions or concerns regarding your order, feel free to reach out to us at rusticahaze@mail.com. I'm here to help!