Customer Satisfaction Guarantee

Money Back Guarantee/ Refund Policy:

We dedicate substantial effort to utilizing the best raw materials and manufacturing high-quality products. Consequently, we proudly offer a money-back guarantee within the first 30 days of ownership. If you are dissatisfied with your purchase, please kindly inform us via email, and we will provide a refund of the purchase price, minus any applicable freight costs. (Please note that you will be responsible for all return freight costs EXCEPT in cases where the product is defective, in which event we will cover the return freight cost). Full return details below in the Return Policy section.

5-Year Structural Warranty:

For ALL our products, if any structural part fails during your 5 years of ownership, we will replace it absolutely FREE. It’s important to note that timber splits and cracks are not considered structural failures in the industry. This is because timber splitting is often attributable to local weather conditions. Timber, being a natural product, may contain microscopic defects that could result in splitting, minor cracks, or bows. While we endeavor to source timber from the best suppliers and meticulously inspect during the manufacturing process, some microscopic defects may evade detection. It’s essential to understand this when purchasing a timber product, as many companies fail to disclose this to customers. At Rustic Living Plus, we prioritize transparency: wood is a beautiful, natural material, albeit each piece being unique and potentially exhibiting minor imperfections.

5-Year Warranty on Faulty Workmanship:

If any section(s) were manufactured incorrectly, we will replace them free of charge. However, similar to the aforementioned sections, we cannot cover splitting, twisting, shrinking, warping, or other changes in timber shape. Such changes are inherently beyond our control as timber, like fingerprints, is inherently unique and will age in its own manner, despite impeccable pre-treatment at our facility. Please also note that fading of stain or changes in stain color due to weather exposure are not considered faulty workmanship. These changes are unpredictable and dependent on unique climates. Fading of stain is a natural process impossible to prevent, and harsh climates may expedite this process, notwithstanding our efforts to mitigate it.

Return Policy:

We aim for your complete satisfaction with your purchase. Should you need to return a product within 30 days, please follow the outlined process:

• Initiate the return process by contacting us via email at Please provide the reason for your return.

• Kindly note that you will be responsible for all return freight costs, except in cases of defective products. Upon receiving your email, we will calculate the return cost based on your postcode and provide you with the details for your approval.

• Upon your approval of the return cost, we will proceed to book the return with our freight company.

• Ensure the product is returned in its original packaging to facilitate the return process.

• We will provide return labels for attaching to the boxes for shipment.

• It’s essential to have someone present at the address for the freight company to collect the packages.

• Once the product is collected by the freight company, we will process your refund. Please note that the refund amount will be minus the freight cost associated with returning the product.

We appreciate your understanding and cooperation in adhering to our return policy. Should you have any further questions or concerns, please do not hesitate to contact us. Thank you for choosing to shop with Rustic Living Plus.