Refund policy
Returns
We love happy customers! If you are not satisfied with your purchase please contact us at info@shoprustichouse.com.
Our 100% Happiness Guarantee means if you’re not happy with your purchase, we’ll give you a full refund. We just ask for the returned product to be within 30 days of purchase, unused in original packaging and includes receipt. Sorry - no refunds on shipping fees, custom products or gift cards.
Missing or Damaged Product
Let’s face it - Ship Happens! ;) If you receive a candle that is damaged during shipping, please send images of the damaged item to info@shoprustichouse.com. We are happy to replace the item for you. That’s our 100% Happiness Guarantee working for you!
If you believe the package to be missing, please first contact the local branch of the shipping company (USPS, UPS, etc.). We find that most often lost packages are found that way.
Refunds (if applicable)
Once a return is received and inspected, we will notify you by email about your refund status.
Once a refund is approved, a credit will automatically be applied to your credit card or original method of payment, within 72 hours of processing.
Late or missing refunds (if applicable)
Missing your refund? First double check your bank account or credit card. Sadly we are not in charge of the timeline of refund processing by credit card companies or banks. Often the wait is longer than anticipated due to processing time on their part for posting refunds.
If a refund is still missing after patiently waiting, contact us at info@shoprustichouse.com.
Sale items (if applicable)
Please note sale items are not eligible for refund.
Exchanges (if applicable)
If you receive a candle and the product is damaged or maybe you just don’t love the scent, we are happy to exchange the item. That’s our 100% Happiness Guarantee working for you!
Please notify us via info@shoprustichouse.com about the exchange and send your item to: The Rustic House, 5706 Highway 153, Suite 106, Hixson TN 37343, United States.
Gifts
Need to return a gift?
If the item was marked as a gift when purchased and shipped directly to you, you will receive a credit in the form of an online gift certificate for the value of your return (once we receive the item). However if the item was not marked as a gift, or the gift was not shipped directly to you from The Rustic House, refunds are only allowed to the original purchaser via their method of payment.
Shipping
To return product, mail your product to: The Rustic House, 5706 Highway 153, Suite 106, Hixson TN 37343, United States. Please note all shipping costs are non-refundable and the responsibility of the customer. If shipping an item valued over $75, we suggest a trackable shipping service or purchasing shipping insurance to guarantee we receive your item.
We strive to get your product shipped in a timely manner. All orders are shipped from Tennessee so delivery times will vary based on location. Please allow 1-3 business days (WHOLESALE: 3-5 business days) for your order to be processed and shipped, excluding weekends and holidays. Orders placed on Fridays after 12pm Eastern will be processed the following week. As custom products are made to order, please allow a 7-10 business day lead time prior to shipping.
Shipping costs are calculated by the weight and quantity of product ordered, as well as shipping location. We ship both domestically and to select international destinations.
Once shipped, you will receive a tracking number via email so you may follow shipping status. Please allow 48 hours for the tracking information to become available. Please note, delays may occur during high volume seasons.
Make sure the address is correct! We are not responsible for non-delivery due to address errors. If an order is returned due to an incorrect address, we will refund the original order, excluding the cost of shipping, and ask that you re-submit your order. Due to an increase in address issues, we will no longer cover the costs of replacement orders or samples due to an incorrect shipping address. If any order leaves our facility the carrier will may not be able to change the address, and if they are able to do
need an address change, please note that there will be a charge associated with this request (please note we cannot guarantee the carrier will be able to change, and if they are able to do so, it may delay the arrival of your order).
Local Pickup
Orders must be picked up within a 30 day period. If they are not picked up after 30 days, your order will be cancelled and returned to inventory. You will receive a refund for your order minus a 25% restocking fee.
Pickup times are Monday - Thursday, 10am - 4pm. If these times do not work, please look at alternate delivery options.