Returns & Refunds
Every Rustic Worx product is cut, routed, or engraved to order, so our policy is built around that: here’s exactly what’s covered, and what happens if something arrives wrong.
Last updated: 29 August 2026
Custom and personalised orders can’t be returned or exchanged
All Rustic Worx products, including cutting boards, coasters, engraved plates, and corporate gift sets, are made specifically for you once you place an order. Because production starts on your specification, we’re unable to accept returns or exchanges once it begins.
01Damaged or defective items
If your order arrives damaged, defective, or doesn’t match the specification you approved, we’ll make it right at no cost to you.
- Contact us within 7 days of delivery
- Include photos of the item and its packaging
- We’ll repair, replace, or refund the item, whichever gets you sorted fastest
02Before production starts
Changed your mind on a spec, quantity, or design before we’ve started cutting? Let us know as soon as possible.
- Orders can be changed or cancelled for a full refund before production begins
- Once your artwork or sample has been approved and production starts, the order is locked in
03Bulk and corporate orders
The same principles apply to bulk and corporate orders, with one addition: a branded sample is provided for approval before full production runs, so specification issues get caught before the full batch is made.
04How refunds are processed
Approved refunds are issued to your original payment method within 5-7 business days of approval.
Questions about an order?
Email us or call 078 056 5235.
Rustic Worx, 35 Stillewater Street, Durbanville Industrial, Cape Town, 7550