At Rustic Roots, we take pride in the quality and uniqueness of every piece we offer. Each item is carefully selected or handcrafted, with many reflecting traditional artisanal methods and cultural heritage. We understand, however, that returns may occasionally be necessary. This policy outlines how we handle returns, exchanges, and refunds to ensure a smooth process for you.
1. Returns Eligibility
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We accept returns within 7 days of the delivery date.
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Items must be unused, in their original packaging, and in resalable condition.
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A valid proof of purchase (order confirmation or receipt) is required.
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Due to the handmade nature of many of our products, slight variations in texture, color, or finish are not considered defects and will not qualify for a return.
2. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged:
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Wellness products (including oils, incense, soaps, etc.)
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Earrings and intimate jewellery
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Sale or discounted items (unless damaged or defective)
3. Damaged or Defective Items
If your item arrives damaged or defective:
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Contact us within 48 hours of receiving your order.
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Send clear photos of the damage and packaging to:
returns@rusticrootsshop.co.za -
Once reviewed, we will offer you a replacement, store credit, or refund based on product availability and your preference.
4. Refunds
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Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
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Approved refunds will be processed within 7 business days and credited back via your original method of payment.
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Delivery or courier fees are non-refundable unless the item was faulty or an error was made on our part.
5. Return Shipping
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Customers are responsible for return shipping costs unless the item was received damaged or incorrectly sent.
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We recommend using a trackable courier service to return your item. Rustic Roots cannot be held responsible for returned items lost in transit.
6. Exchanges
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If you would like to exchange an item for a different one, please contact us within 7 days.
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Exchanges are subject to product availability and price differences, if any.
Contact Us
For any return or refund queries, please reach out:
returns@rusticrootsshop.co.za
+27 62 497 1566