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Refund Policy

Rustic Furniture Tasmania creates custom, made-to-order Tasmanian timber furniture and joinery. Because every piece is built specifically for you, our refund policy is a little different to mass-produced products. Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

1. Change of Mind

  • Most of our work is custom made. For this reason, we generally cannot offer refunds or returns for change of mind on custom orders once we have ordered materials or started building your piece.

  • If you decide to cancel before we have ordered materials or started work, please contact us as soon as possible. We may, at our discretion, cancel the order and refund your payment minus any non-recoverable costs (such as merchant fees or special order materials).

2. Custom & Made-to-Order Items

  • Custom sizes, designs, finishes and built-to-order pieces are made specifically for you and may not be resold easily.

  • Because of this, deposits and payments for custom work are non-refundable once production has begun, except where required by the ACL (for example, if the product is faulty or not as described).

3. Natural Timber Variations

  • We work with real, solid Tasmanian timbers. Natural variations in grain, colour, knots, small cracks and movement are normal characteristics, not defects.

  • Differences between timber samples, digital images and the final product are to be expected and are not grounds for a refund or replacement.

4. Faulty, Damaged or Not as Described

In line with the Australian Consumer Law, you are entitled to a remedy if a product has a major fault, is unsafe, or is not as described.

If your item arrives damaged or appears faulty:

  1. Please contact us within 7 days of delivery or pickup.

  2. Provide your name, order details and clear photos of the issue.

  3. We will assess the problem and may offer a repair, replacement or refund, depending on the nature of the issue and your rights under the ACL.

We reserve the right to inspect the item (or ask for further photos) before offering a remedy.

5. Deposits & Progress Payments

  • Deposits are used to secure your order and purchase materials.

  • Once materials have been ordered and/or work has started, deposits and progress payments are generally non-refundable, except as required by the ACL.

  • If we are unable to supply your order for any reason and we cancel it, you will receive a full refund of any amounts you have paid.

6. How to Request a Refund or Raise an Issue

To discuss a possible refund, repair or replacement, please contact:

Rustic Furniture Tasmania
Email: info@rusticfurnituretasmania.com
(Please include your full name, contact number, order details and photos of any issues.)

7. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

If you are unsure about this policy or how it applies to your order, please contact us. This policy is a general guide only and is not legal advice.

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