Once your order is accepted, wecan’tusually cancel it unless we approve it in special, exceptional cases. If we do authorise a cancellation for a standard (non-customised) itemthat’sin stock,we’llissue Store Credit minus a 25% restocking fee to cover admin and handling costs.

We do our best to make sure every order goes smoothly. If unexpected supply issues or other unforeseen circumstances arise, we may need to cancel an order—even afterit’sbeen accepted. If that happens,we’lllet you know right away and work with you to find the best possible solution.

Ex‑rental items, clearance stock, floor models, and all customised or bespoke products are considered final‑sale. These items are strictly non‑cancellable, non‑refundable, and non‑exchangeable. We kindly advise customers to review their selections carefully prior to placing an order.

Change‑of‑mindcancellations, refunds, and returns are not offeredin accordance withAustralian Consumer Law. This applies to all orders, including those not yet dispatched. Rustic Rooms may, at its sole discretion, consider a request in exceptional circumstances.

If a cancellation is approved for a standard stocked item, a 25% restocking fee will be deducted from the Store Credit issued to you to cover administrative and handling costs. No cash refunds are provided; the remaining balance will be issued as Store Credit.

If a product is received with a defect, Rustic Rooms will remedy the issuein accordance withyour rights under the Australian Consumer Law. Where the defect is not amajor failure, we will repair the item at no cost to you. If the defectconstitutesamajor failure, or the item cannot be repaired within a reasonable time, you are entitled to a replacement. If a replacement is not available, a full refund will be issued upon return of the item. Return freight for defective goods is covered by Rustic Rooms.

Please let us know within 2 days of delivery if you notice any damage. We may request supporting photos so we can assess the issue quickly. 

Items that are stored after delivery or assembled by third parties can sometimes show minor marks that are more consistent with general wear or handling, rather than a transit‑related defect. 

If your product is found to be defective and a return isrequired, Rustic Rooms will cover all return freight costs. You will not be charged for the collection or return of defective goods.

All Rustic Rooms products include a 2‑year structural warranty. This covers key structural components—such as frames and overall build integrity—so you can shop with confidence. This warranty is provided in addition to your rights under the Australian Consumer Law.

Warranty coverage begins on the date your item is delivered, based on proof of delivery. For showroom or warehouse pickups, coverage starts from the purchase or collection date.

The 2‑year structural warranty doesn’t apply to ex‑display items or products sold as used or unboxed. These pieces are offered at special pricing because they may show signs of prior handling or display.

To lodge a warranty claim, please email to our official email ID from website with your proof of purchase and a detailed description of the issue. Supporting evidence, including photographs, may be required to assess the claim. Upon approval, Rustic Rooms will arrange a repair or replacement to ensure the goods remain fit for purpose.

The warranty does not cover normal wear and tear, misuse, improper care, alterations, or any indirect or consequential loss. Minor variations in color, dimensions, or are also excluded.

Material‑specific exclusions include:

• Fabric: stains, tears, color changes, pilling, softening
• Leather: scratches, oil marks, creasing, natural texture changes
• Stone, wood, concrete, resin :chips, cracks, scratches, reduced sealant performance.
• Glass and mirrors : Chips, cracks, scratches

Softening or changes in the shape of seating over time, the natural settling of soft fillings such as feather or polyester, and the appearance of comfort wrinkles in upholstery are normal characteristics of the product. These changes are expected with regular use and are not considered defects, so they are not covered under warranty.

Unless other wise stated on the product listing, all Rustic Rooms items are designed for indoor use only. Products that have been exposed to outdoor conditions may experience weather‑related wear and are not covered under the structural warranty.

We recommend carefully following the care instructions provided with your product, as proper maintenance helps preserve both its appearance and longevity. Each material type—such as fabric, leather, timber, stone, or metal—has specific care requirements, and using the correct methods will ensure the best results. 

As a general guide, avoid harsh or abrasive cleaning agents, as these can damage finishes and surfaces. Wipe spills promptly to prevent staining or moisture absorption, and position your furniture away from direct sunlight, heat sources, and damp environments to reduce the risk of fading, warping, or deterioration. 

For upholstered items, use cleaning products and techniques suited to the fabric or leather type. For timber and other natural materials, use gentle cleaners and avoid excessive water. 

Please note that damage caused by improper cleaning, incorrect products, or failure to follow recommended care guidelines may void your warranty. 

Misuse refers to using a product in a way it wasn’t designed for, not following the care instructions provided, or using cleaning methods that may cause damage. Items affected by misuse aren’t eligible for coverage under the structural warranty.

Due to the handcrafted and natural nature of our products, minor variations in colour, texture, and dimensions may occur between individual items and when compared with product images. These natural differences are expected and are not considered defects and therefore are not grounds for a return or refund.

For warranty claims, product enquiries, or any other support, please contact us atOfficial email ID mentioned on Website. To help us assist you efficiently, we recommend including your proof of purchase and any relevant photographs when submitting a claim or reporting an issue.