Returns, Refunds and Damages Policy
We want you to be completely happy with your order. If something isn’t right, we’ll always aim to resolve it quickly and fairly.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty or incorrect, please contact us within 7 days of delivery.
We will offer a replacement or full refund, and we will cover any return costs where applicable.
To help resolve the issue quickly, we ask for a photo of the damage or fault.
Please contact us at:
sales@therusticdish.com
Your Right to Return (Change of Mind)
Under UK consumer law, you have the right to cancel your order within 14 days of receiving your goods.
You then have a further 14 days to return the item to us.
To be eligible for a refund:
- Items must be returned in a saleable condition
- You may inspect the item as you would in a shop, but it must not be used beyond this
- Item cannot be personalised
Condition of Returned Goods
If an item is returned in a condition that goes beyond normal handling (for example, used, damaged or poorly packaged), we may make a deduction from your refund to reflect any loss in value.
We do not charge fixed “restocking fees”, but deductions may be applied in line with UK consumer law where appropriate.
Return Postage
If you are returning an item because you have changed your mind, you are responsible for the cost of return postage.
We recommend using a tracked service, as items remain your responsibility until received by us.
Personalised Items
Personalised or custom-made items are exempt from the right to return or refund, as they are custom made for the customer.
However, if a personalised item is faulty, damaged or incorrect, you are entitled to a replacement or refund.
Refunds
Once your return is received and inspected, we will process your refund within 3-5 days.
Refunds will be issued to the original payment method only.
Return Address
Please include your order number or original invoice inside your parcel.
The Rustic Dish Ltd
Islay House
Lynderswood Business Park
Great Leighs
Essex
CM77 8JT
Refused or Undelivered Parcels
If a parcel is refused or returned to us due to failed delivery attempts or an incorrect or incomplete address then we may deduct the direct costs of return postage. Personalised items are not available for refund and re-delivery charges will apply.
Damaged Personalised Items
If your personalised item arrives damaged or incorrect, we will replace it.
If you request changes to the original personalisation on the replacement, this will incur an additional charge for £10 per item.
Parcels Left in a Safe Place
If you instruct the delivery company to leave your parcel in a designated “safe place”, this is done at your own risk.
We are not responsible for loss or theft once delivery has been completed in accordance with your instructions.
Need Help?
If you have any questions about returns or your order, please contact us — we’re always happy to help.