Return Policy

 

Returns & Cancellation Policy

Returns

Rust & Oak accepts returns under the following conditions:

  • You must contact us within 14 days of receiving your order
  • Items must be returned to us within 30 days of delivery
  • Buyers are responsible for return postage costs, or items can be returned in person to our workshop

To be eligible for a return:

  • The item must be unused and in the same condition that you received it
  • The item must be returned in its original packaging
  • Original packaging must be retained and used for the return to prevent the product from being damaged in transit—we are unable to accept returns without it
  • You must provide a receipt or proof of purchase

A 20% restocking fee applies to returns. As all of our products are made to order, this helps cover a portion of the labour, materials, and handling costs involved.

To start a return, please contact us at kristian@rustandoak.co.uk.
If your return is accepted, we will provide instructions on how and where to send your item.


Items sent back without prior approval will not be accepted.

Cancellations

  • Orders may be cancelled within 5 days of placing the order
  • After 5 days, orders can be cancelled but there will be a 20% cancellation fee to cover the costs of materials sourced and production that has started. 

 Custom orders 

Any product that has been customised to your request in any way is not available for cancellation or returns once production has started. 

Damages and issues

Please 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. Do not discard the original packaging if there is an issue, as it will be needed to return the item. If the packaging is discarded, we may not be able to offer a solution. 

If an item arrives damaged or defective, we’re committed to making it right. In these cases, the piece will need to be returned to us so we can assess it properly. Our first priority is always to repair the item to a brand-new standard, ensuring there are no visible signs of the original damage. If a repair is not possible, we will replace the item by crafting a brand new piece. We stand behind the quality of our work and want every customer to receive a product they’re proud to own.

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