PRIVACY POLICY

ARTICLE I: GENERAL PROVISIONS

1.1. Rustic Expressions (hereinafter referred to as “the Company”) is committed to ensuring customer satisfaction and facilitating the resolution of issues related to product purchases.

1.2. This Returns and Exchanges Policy (hereinafter referred to as “the Policy”) governs the terms and conditions under which customers may seek returns, exchanges, or replacements for products purchased from the Company.

ARTICLE II: PROBLEM RESOLUTION

2.1. Customers are requested to promptly report any issues with their purchases to the Company within 15 days of receiving the product. Reports must include photos, the order number, and a detailed description of the issue.

2.2. The Company will diligently investigate reported issues and determine the appropriate course of action based on the evidence provided.

2.3. For warranty claims or shipping damage, supporting evidence (including photos and a description of the issue) must be submitted within 3 business days of delivery to qualify for insurance coverage under the Company’s Full Cover Protection.

2.4. If the package arrives visibly damaged, customers are advised to refuse the delivery and request that the carrier note “Refused – Damaged Package” on the delivery slip.

If damage is noticed after acceptance, it must be reported within 3 business days. After this period, the Company cannot process or accept claims.

ARTICLE III: COMPONENT REPLACEMENT

3.1. In cases where a specific component of a product is found to be defective or damaged, the Company will arrange for the replacement of the respective part.

3.2. Replacement of individual components does not entitle the customer to a full product exchange or refund unless explicitly approved by the Company.

ARTICLE IV: COMPLETE PRODUCT EXCHANGE

4.1. The Company retains the discretion to determine whether a part replacement or complete product exchange is the most suitable solution for the reported issue.

4.2. No refunds will be issued. In cases of verified factory defects, the defective part will be repaired or replaced at no additional cost to the customer.

4.3. Custom-made or personalized orders cannot be canceled, modified, or refunded once production has begun. These products are handcrafted to the customer’s specifications and are non-refundable except in cases of verified production defects.

ARTICLE V: PROPER REPACKAGING

5.1. To facilitate the successful return or exchange of any item, customers are obliged to ensure that products are returned in the same condition as when they left the Company’s warehouse.

5.2. Items must be securely packaged to prevent further damage during return transit.

5.3. The customer is responsible for all return shipping costs, except when the return is due to an error or confirmed defect on the part of the Company.

ARTICLE VI: DAMAGED PACKAGE CLAIMS

6.1. Claims related to packages damaged during shipping must be reported to the Company within 3 business days of receipt, including clear photos of both the damage and the packaging.

6.2. The Company will provide detailed instructions on how to proceed with a damage claim once photographic evidence has been received and reviewed.

6.3. Claims submitted after this 3-day period will not be eligible for insurance coverage or Company compensation.

ARTICLE VII: WARRANTIES AND HANDCRAFTED PRODUCTS

7.1. The Company explicitly disclaims any warranties, whether expressed or implied, pertaining to the fitness of its products for specific uses beyond their stated purpose.

7.2. Customers acknowledge that all Rustic Expressions products are handcrafted, and as such, may naturally include minor imperfections, variations in texture, tone, wood grain, or dimension.

These characteristics are considered part of the uniqueness of handcrafted items and are not classified as defects.

7.3. Acceptable variations are disclosed in each product listing or quotation when applicable.

7.4. All wood and natural materials susceptible to pest infestation are treated according to industry standards prior to shipment.

ARTICLE VIII: QUALITY ASSURANCE

8.1. The Company is dedicated to conducting thorough inspections of its products before shipment to uphold the highest quality standards.

8.2. Each product undergoes a multi-step verification process, including but not limited to:

Dimensional inspection.

Finish and structural integrity review.

Packaging verification and photographic documentation prior to shipping.

8.3. Once the product has left the Company’s warehouse, responsibility for transit handling passes to the carrier. Any subsequent issues must follow the reporting procedure outlined in Article VI.

ARTICLE IX: SHIPPING POLICY

10.1. All shipments are delivered to the address provided by the customer. The carrier does not enter private properties, residential units, or high-rise buildings. Deliveries are completed at the loading dock, curbside, or designated receiving area, as applicable.

10.2. As a courtesy, the Company includes a complimentary “Call Ahead Delivery Service,” allowing customers to schedule delivery directly with the carrier.

10.3. Customers are responsible for being available to receive their shipment during the arranged delivery window. If the carrier is unable to complete delivery due to the customer’s absence, restricted access, or failure to respond to scheduling calls, any additional fees incurred — including rescheduling, re-delivery, or storage fees — shall be the sole responsibility of the customer.

10.4. The Company shall not be held liable for costs associated with storage, reattempted delivery, or delays resulting from the customer’s unavailability or failure to coordinate with the carrier.

ARTICLE X: CONCLUSION

9.1. This Policy aims to provide clear and comprehensive guidelines for product-related concerns. However, it does not encompass all possible scenarios. The Company reserves the right to handle exceptional cases at its discretion.

9.2. The Company prioritizes customer satisfaction and is committed to addressing product-related issues fairly and efficiently, while maintaining the integrity of its handcrafted production process.

9.3. For any questions or to initiate a return, exchange, or damage claim, customers may contact:

Rustic Expressions

📧 Email: [email protected]

📞 U.S. Line: (915) 282-1940

📞 Mexico Line: +52 (656) 379-0901

📍 Address: 578 Mendon Street, El Paso, Texas, 79928