FAQs
You Asked, We Answered
To fully support our customers, we’ve compiled a comprehensive collection of the most frequently answered questions. Take a look below, and if your question about our kitchen or hunting knives isn’t covered, don’t hesitate to reach out.
What is your return policy?
Change of Mind
We understand that sometimes we receive our orders and the product just isn't the right fit. Rustic Road is dedicated to providing customers with blades they love and cherish. This is why we offer a 30 day money back guarantee. If you are not happy with your purchase or simply change your mind, contact us within 30 days of your purchase date to return your product. Note, all returned items must be in "as new" condition as deemed at the discretion of Rustic Road Australia. The customer is responsible for all shipping and return costs.
Faulty Goods
If you think there is a fault or defect with an item that you received, please contact us immediately, our customer service team will be able to advise if there is a manufacturers fault, and what we can do to assist you in this case.
Damaged Goods
All orders are packed with care by our team, they do their very best to make sure that parcels are packed as best they can to ensure they arrive in perfect condition. Rustic Road Australia offers all customers the opportunity to insure the parcel when selecting your shipping option at the checkout. When a customer has insured a parcel, if there is any loss or damage in transit, a claim can be made for replacement or reimbursement.
Customers who choose not to take postal insurance on their order accept that Rustic Road Australia is not responsible for the loss of the parcel and that the loss cannot be claimed for replacement or reimbursement. For standard shipping, Rustic Road Australia will replace any goods that are found to be missing in your delivery, providing a claim is made within 48 hours of the parcel being signed for. A missing item means that you have received a delivery from us and one or more items on your order confirmation are not contained in the parcel you have received.
What is your warranty policy?
Rustic Road Australia guarantees that any knife it sells to be free from defect in material, construction or workmanship under normal use and following the care instructions. This excludes damage caused by misuse or accident. The warranty extends only to the product’s original purchaser. Chips in the knife blades, broken knife tips, discolouration and rust spots are not covered.
The following are excluded from the warranty:
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Damage caused from misuse, improper use or accident
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Misuse by cutting hard substances such as frozen foods, bones, hard nuts etc
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Improper use using item as a can opener, screwdriver ect
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Accidentally dropping knife on the floor or hitting against other hard surfaces
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Discolouration and rust stemming from insufficient after care
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. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Rustic Road Australia will, at its discretion, repair or replace at no charge, unsatisfactory products.
The benefits to the consumer given by this warranty are in addition to other rights and remedies of the consumer under law.
To make a warranty claim email us at info@rusticroadaustralia.com