At Touch of Rustic, we want you to be happy with your purchase. This page explains your rights, our returns process, and how refunds are handled for the different types of products we sell. This policy applies to UK customers only and to orders placed through www.touchofrustic.co.uk.
Your Right to Cancel (UK Online Orders)
Under UK consumer law, you have the right to cancel most online purchases within 14 days of receiving your order, without giving a reason. To cancel an order, you must notify us within 14 days of delivery. Once cancelled, you then have a further 14 days to return the item(s). Items must be returned in acceptable condition as outlined in this policy. To cancel an order, please contact us at info@touchofrustic.co.uk.
Refunds
Once we receive and inspect your returned item(s), we will process your refund to the original payment method. Refunds are processed within 14 days of receiving the returned goods. Where required by law, the cost of standard outbound delivery will be refunded. We do not charge restocking fees. Please note that return postage costs are the responsibility of the customer for change-of-mind returns. We do not offer exchanges, although a credit note may be offered at our discretion.
Condition of Returned Items
All returned items must be unused, unworn where applicable, in their original condition, and returned with original packaging. We reserve the right to refuse a refund if items show signs of use beyond reasonable inspection.
Jewellery (Rings & Necklaces)
Jewellery items may be returned only if they are unworn beyond reasonable inspection, undamaged, unaltered, and returned in their original condition and packaging. Returns will not be accepted for jewellery that has been worn, damaged, altered, or returned without original packaging. Trying an item on briefly for size or fit is acceptable, but extended wear is not.
Personalised & Made-to-Order Items
Personalised or made-to-order items are non-returnable and non-refundable for change-of-mind. Personalisation is considered to begin at the point of order placement. Refunds or replacements will only be offered if the item is faulty or does not match the order specification.
Food & Consumable Goods (Including Pickled Items)
Food and consumable goods are non-returnable once delivered. Refunds or replacements will only be offered if the item is damaged in transit, incorrect items were supplied, or the product is faulty on arrival. These items are classified as perishable or consumable goods, even where they are shelf-stable.
Gardening Products & Composting Supplies
Non-living gardening equipment such as tools, kits, and hardware may be returned within 14 days only if they are unused, unassembled, complete, and in original packaging. Returns will not be accepted for items that have been used, assembled, partially assembled, or returned with missing components. Worm castings are strictly non-returnable and non-refundable under all circumstances and are treated as a consumable biological product. Living items, including worms, are strictly non-returnable and non-refundable due to animal welfare, stress caused by transport, and biosecurity concerns.
Faulty or Incorrect Items
If your item arrives faulty or incorrect, please contact us as soon as possible at info@touchofrustic.co.uk. We may request photographs or additional information to assess the issue. Depending on the circumstances, we will offer either a replacement or a full refund. This does not affect your statutory rights.
How to Return an Item
Before returning any item, you must contact us at info@touchofrustic.co.uk. We will provide return instructions. Items should be packaged securely and returned within the required timeframe. Please do not send items back without contacting us first.
Contact Us
If you have any questions about returns or refunds, please contact us at info@touchofrustic.co.uk.
