Refund policy

Every piece we make is cut, ground and finished by hand here in Gresford. Because of that, how returns work depends on what you have bought.

Stocked items

If you have bought something off the shelf and it is not right for you, get in touch within 14 days of receiving it and we will take it back. The piece needs to come back undamaged and in the condition it arrived. Return postage is at your cost, and we will refund the purchase price once it is back with us.

Custom, personalised and memorial pieces

Custom and personalised work cannot be returned or refunded. Once your name, your property, your photo or your animal has been cut into steel, it cannot be sold to anyone else, and there are many hours of work in each one.

This is why we send you a mock-up of every single custom piece before we cut it. Nothing goes near the plasma until you have seen it and said yes. Take your time with that step and check the spelling, the dates and the details carefully.

If we have made a mistake

If we have got something wrong, or a piece arrives faulty, we will fix it or remake it at no cost to you. Just send us a photo and we will sort it out.

Damaged in transit

If your piece arrives damaged, take photos of the packaging and the item before you unpack it any further, and contact us straight away so we can lodge it with the freight company.

Your rights under Australian law

Nothing in this policy takes away your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they are not of acceptable quality.

Any questions, just ring us on 0419 622 883 or email info@rustictouchcreations.com. We are reasonable people.