Rusticozy
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Return & Refund

We hope you love what you've ordered! But just in case you're not satisfied with the products and the reasons are from us, we've made the return/refund and exchange process easy for you.

1. When can things be returned?

You have a max of 30 days to make returns after you receive the package. You must send back and postmark your return packages within 30 days after the delivery. Within 30 days after receiving the product, we will provide a free return if your product meets an eligible returned item (2). We cannot offer a return if 30 days have passed after your purchase, no matter the reason.

2. What items can be returned free and in which condition?

We support free return (with shipping cost covered by Rusticozy) in several situations below, provided that the items meet eligible conditions in Section 3.

  • Manufacturer faults
  • Arrived damaged
  • Didn’t match the description
  • Expired item
  • Late Delivery
  • Quality wasn’t as described
  • Received wrong item

3. Required condition of returning items

  • Items should be unused, unaltered, with no damage or signs of use outside of the listed item condition or how it was received.
  • Return all original product packaging, including boxes, UPCs, bags, or any items used to wrap and protect the item.
  • Items must have original tags, labels, or any accompanying materials in the state that they were originally included.

4. What items cannot be returned?

Please keep in mind that refunds are not permitted due to the consumer convenience indicated below:

  • If your return request has been more than 30 days since the delivery date
  • In the event of product damage caused by the customer's negligence.
  • If products were supplied without first notifying our customer service.
  • If customers only use or wear a product once.
  • If the products are missing their tags and accessories
  • Items exempt from refunds, exchanges or replacements include all apparel listed under clearance categories, any discounted product provided that Rusticozy did not make any error.

5. What products can be returned for?

When submitting a return, you can choose two options:

  • Asking for a refund. We will offer a full refund for you.
  • Asking for an exchange (the same product as the last ordered item or a new product with an equal final price) For more information, please get in touch with us at sales@rusticozy.com

6. Process to initiate a return

Before returning anything, don't hesitate to contact our customer service staff. Under many circumstances, we will find the best solution to avoid sending the packages back and forth unnecessarily for the sake of your time.

To ensure a fast and smooth warranty process, remember that all return Items must be returned to the warehouse with a RMA form provided by Rusticozy Customer Support team. Customers must return the package as per our instructions shipping address indicated on the R.M.A document, and cover the shipping fee for returning the package (it will be compensated later when processing a refund for you) only if the customer support team has authorized the return. Packages sent back without authorization or not according to R.M.A instruction will not be accepted. Here are four steps:

  • Step 1. Please clearly describe the issue in the RMA form and complete all required information.
  • Step 2. Provide us pictures (under 2MB) that display the problem, the item's outer package.
  • Step 3. Once we have reviewed documents in steps 1 & 2, we will arrange a return under warranty and email you; make sure to check your email not to miss our reply to your request. We will also send you a return label via email. If it's a free return, we have paid the return fee already. If the customer covers the return shipping fee, we will send the return label first, and then you will pay the carrier to send it back to us. Please use this label to stick outside of the box.
  • Step 4. Please ship the package according to the return instructions provided by our team.

7. Where to return?

Our customer service team will send you the return label via email. Please download it to print and then stick it on the package.

8. How to return?

We accept the product return by mail. Please ship the returned product back to our warehouse mentioned above.

9. How can I find the return label?

As mentioned in Section 7, an eligible return label will be given by the customer support team once they verify your return is accepted. Please download, print it and stick it outside of the returning box.

10. How do you give refunds? (if applicable)

When our warehouse receives the returned items, we will process your refund on the next business day. We will send back the money following your payment method of this order.

The refund duration depends on the bank or card issuer, usually taking 7-10 days. If you haven't received a refund, first recheck your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. If you've done all of this and still have not received your refund, please get in touch with us at sales@rusticozy.com

11. How do you give a replacement? (if applicable)

When our warehouse receives the returned items, based on the chosen replacement product, we will prepare it and send it to your address. The customers will cover the shipping cost of this replacement.

12. Who pays the shipping charges for returns?

Within 30 days, we cover the shipping fee to return the items if it meets the condition of eligible free return (Section 2) It will be pre-paid by us when we send you the returning label.

Within 30 days, if you change your mind and no longer need the product and the product meets eligible return conditions, the customer will cover the shipping cost based on the actual price of the shipping provider.

13. Is there any restocking fee applied?

Currently, Rusticozy doesn’t charge the restocking fee for returning items. Provided that the returning items meet eligible conditions, please just send those items back to us and we will take care of the rest.