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Refund policy

In the odd case that you do not love our products, here is our policy on returns:

If you encounter any issues with your purchase, please feel free to contact us. We will do our best to assist you.

1. The products that do qualify for return/replacement are:

  • The product(s) delivered does not match the user’s order; or
  • The size of the product is different; or
  • The product(s) delivered were damaged.
  • The user shall ensure that the product to be returned remains unused. The tags and the packaging of the product are also to be kept intact and untampered by the user.

2. The products that do not qualify for return/replacement are:

  • The products that have been altered or used; or
  • If the batch number of the product does not match as mentioned in the invoice; or
  • Products of home décor or any larger items (any item which is larger than 1 metre in any one dimension, or weighs more than 10 kilograms).

Please note that our products are handcrafted by traditional craftsmen in rural India, resulting in unique products that may have slight differences from each other.

3. Given that Rustic Stone offers customization on bulk orders based on specific customer preferences, cancellation requests need to be made within 24 hours of placing an order. We will not be able to offer refund once the order is processed. Broken pieces will be replaced.

4. We aim to process all returns within one week. If you have any questions about your return, feel free to reach out to us at hello@shoprusticstone.com.

5. If the customer chooses to return, they will get store credit valid for 3 months.

6. All returns are subject to the discretion of Rustic Stone.

How to initiate Return/ Exchange:

If your purchase meets our return/exchange criteria as stated above, please email us at hello@shoprusticstone.com or contact our WhatsApp support team at +91-8882065253 within 24 hours of receiving the order, providing the following information: 

  • Order number
  • Product image
  • Reason for the return/ exchange and in case of a defective or incorrect product, please share an unboxing video of the product immediately after opening the package.

Once we understand the reason, we will provide you with the option for exchange or refund as store credit. If you wish to return the product, we will arrange a reverse pickup in 4-5 working days from your location, shipping cost has to be borne by you. Replacement should be raised within 24 hours and the replaced product will be delivered within 5-7  days.

Once the pickup is delivered back to us, all items returned as faulty will be inspected on receipt, and a store credit of the same amount will be issued valid for 3 months from the date of issue.

Refund Policy:

We do not offer a refund policy until and unless the product arrives is damaged, the product does not match with the user's order. Please go through our return policy in detail. Once the stated conditions are true, we will offer them a refund credit within 10 working days, which will be valid till 3 months. 

Cancellation Policy:

We request you to shop with indulgence and patience so that the item you purchase is something you love.

Cancellation will only be accepted within 24 hours of placing your order by emailing at hello@shoprusticstone.com or dropping a message at +91 88820 65253.

Orders that have already been shipped cannot be cancelled (even if the cancellation request raised is within 24 hours of placing the order).

Certain products, such as "made to order" items, cannot be cancelled after being ordered, as we begin processing these orders immediately upon receipt.

Exchange Policy:

Your satisfaction is our priority. Due to the nature of the product, we do not offer exchanges on our products. However, it can be exchanged only when wrong product is delivered or in case of a genuine manufacturing defect.

Do go through "How to initiate refund/ exchange" under the return and refund section to understand the process.

We unfortunately will not be able to entertain emails or images sent over after 24 hours of delivery. Our policy lasts 24 hours of delivery. If 24 hours have gone by since the product has been delivered, we will not be able to offer you an exchange.