Refund policy

Returns & Refunds Policy

At The Rustic Tree, we want you to be delighted with your unique creation. If something isn't quite right, here's how we handle returns and refunds.

1. Damaged or Lost Items (In Transit)

Reporting Damage/Loss: If your item arrives damaged or is lost in transit, you must notify us within 14 days of delivery.
How to Report: Please email us at nicky@therustictree.co.uk with details of your claim and clear supporting photographs of both the damaged packaging and the damaged item.
Do Not Return Without Instructions: Do not return any damaged items directly to us without first contacting us and receiving instructions on how to proceed. The Rustic Tree will not be responsible for any postage costs incurred if you do not follow our instructions.
Claim Deadline: Claims made after 14 days of delivery will not be eligible for a refund or replacement.

2. Returns for Non-Personalised & Non-Commissioned Items

If you're not entirely satisfied with your standard, non-personalised, or non-commissioned purchase, you have the right to return it.

Notification Period: You must notify us of your intent to return the item within 14 days of receiving your order.
Return Period: Once you have informed us of your return, you then have 14 days to send the item back to us. If goods are not returned within this 14-day period, your right to cancel will be revoked.
Condition of Return: Returned goods must be in pristine, saleable condition and include their original box and packaging. Items received back incomplete, damaged, or in any condition other than saleable will not be refunded.
Return Shipping: You are solely responsible for the cost and safe return of the goods. We strongly recommend using a tracked or signed-for delivery service, as we cannot be held responsible for returns that are lost or damaged in transit back to us.
How to Initiate a Return: To start a return, please contact us at nicky@therustictree.co.uk within 14 days of receipt.

3. Personalised & Commissioned Items (Exempt from Returns)

Due to their bespoke nature, personalised and commissioned items cannot be returned or refunded unless they are genuinely faulty or damaged upon arrival.

Proof Approval is Crucial: For all personalised and commissioned orders, we will send you a proof (e.g., design, spelling) via email before production begins. It is your responsibility to carefully double-check all details on this proof.
No Refunds for Customer Errors: Once you have approved the proof and production has started, we cannot rectify mistakes made on your part, and no refund or free replacement will be provided if the error originated from the details you supplied or approved.

4. Late Delivery

While we strive for timely deliveries, we use third-party carriers (Royal Mail) and cannot be held responsible for delays once the item has been dispatched. No refunds will be issued for items received after an expected date due to carrier delays, as these are beyond our control.

er, you have the right to return within 14 days (unless commissioned or personalised - please see above) it is your responsibility to return goods in pristine and sale-able condition with there original box and packaging these must be returned to us signed for or tracked. You will be solely responsible for the return of the goods and any associated costs of return. Goods received back incomplete, damaged or in any condition other than sale-able will not be refunded. If you wish to return any product, please contact me within 14 days. If you do not return goods within 14 days after you have informed us that you wish to cancel your order, your right to cancel will be revoked.

If an item is received after an expected date, we do apologise but as it is out of our control, there will be no refund