It is our primary goal to provide quality furniture that will last a life time. It is our secondary goal to provide it quickly and without issue. Unfortunately life and situations out of our and your control do occur. If your order arrives damaged, or has defects, please be assured that Rustic Classics will do everything possible to resolve your claim quickly and efficiently. Please remember however, you are buying a unique item and variances in wood grain, sheen and colour will occur.
The most import thing to remember is to inspect your order for visible damages while it is being delivered.
If you see damages to the boxes or product, it MUST be noted on the delivery receipt or handheld device. This will help greatly in having the situation resolved in your favour.
Failure to inform us of freight damages to your order within 5 business days will result in your claim being denied. If a claim is denied, any costs for repairs or replacement parts will be dealt with on a best efforts basis with the factory and shipping company.
Email us and let us know you want to file a claim and we will send you an email, which requires your response with the requested information.
We will request the following information:
This information will allow us to properly evaluate your claim.
The length of time it takes to resolve a claim depends on how quickly we receive the information we require, and how willing our customers are to work with us. We understand the frustration experienced when an item arrives damaged, and we will work with you to have the damaged pieces fixed, replaced, or discounted depending on the extent of the damages.
If we need to send out replacement pieces, it may take awhile for the pieces to be received however some replacement parts are also in stock. In some instances we may ask our customers to be patient if we are waiting for a new shipment to arrive into our warehouse. We will advise you when we are expecting the replacement pieces to arrive and keep you informed with regular updates as to the status of your claim.
We will review the pictures and, based on our experience, determine if the best course of action is to replace, repair, or discount any product on a case by case basis. Many defects and damages are very minor in nature, which can be easily fixed by a professional furniture technician (if one is available in your area). If you do not want to have a repair person come to your home, a discount can be offered to help facilitate repairs. If the damage or defect cannot be fixed, replacement goods and/or parts will be issued as necessary. Remember, you are buying a natural and unique item and variances in wood grain, sheen and colour will occur. The variances should be admired for their originality and beauty, not as defects
Sometimes damages or defects are severe enough that a replacement is necessary. The freight company or factory may require the defective or damaged piece for salvage so we request that nothing is disposed of without Rustic Classics written permission. Please note that when replacements are sent out, the freight company may require salvage of damaged goods before your replacements have been delivered. If salvage is not required, Rustic Classics is not responsible for the disposal or donation of the damaged or defective items. In some cases, our partners will require our customers to donate or destroy the defective piece prior to a replacement being sent. It is the customer’s responsibility to complete these steps when needed.
All items, unless otherwise noted, are brand new and in original packaging. This means that every new item is covered under the factory's warranty. Generally, products are covered for one year, however, the length of the warranty and what is covered does vary for each individual factory. All warranty issues are subject to the factory's terms and conditions as detailed in their warranty policies; therefore, all replacements must be approved by the factory. Please note that while replacement parts are free of charge, it is the customer's responsibility to pay for the freight costs associated to have them sent to their home.
Email us and let us know you want to file a warranty claim and we will send you an email, which requires your response with the requested information.
We will request the following information:
Once we have this information, we will forward it to the supplier for review.
Due to variations in photography, monitors, and lighting, Rustic Classics cannot guarantee that the finish of the product will be exactly as pictured. Imperfections or variations in the grain, colour, or sheen may occur naturally in wood. As a result, these naturally occurring characteristics are not viewed as damages or defects and therefore a claim in these instances will be denied.