Refund Policy

We have a 30-day return policy for non-commission pieces, if you are not happy with the product you purchased, you have 30 days after receiving your item to request a return.  

To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase. 

 

To start a return, you can contact us at contact@rusticrainbow.com.au

 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

 

You can always contact us for any return question at contact@rusticrainbow.com.au

 

Damages and issues.

As a seller and for you as a customer, there is nothing more frustrating than having an item damaged in transit.

We do our very best to package your piece as carefully as possible, however and unfortunately, there is a possibility of freight breakages which is out of our control.

Please inspect your order upon reception 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.

If breakages occur, we will fix the piece (at no cost to you) however due to some glass being rare and unique, we may not be able to replace with the exact glass as original, we will do our best to match the original.

 

Exceptions / non-returnable items.

Once agreed and paid for, a commission piece cannot be returned (as it will be almost impossible for us to re-sell, due to its uniqueness).

 

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.

  

Order Cancellations.

Please contact us immediately for cancellation if you wish to cancel your custom order after deposit has been paid.

Please note, once order is shipped, there is no cancellation.