Refund policy
Returns & Exchange Policy
We hope you will be happy with your purchase from Wild & Rust. If you should however change your mind and wish to return an item, we will be keen to assist and make the process as easy as possible for you.
In addition to your statutory rights, we are happy to exchange or refund any unwanted product if unopened, in its original packaging and in saleable condition within 30 days of purchase provided you are able to provide original proof of purchase in the form of an original receipt (no copies) and or online order confirmation e-mail.
All items must be returned with all parts in an unused, resalable condition and in the original packaging with the original labels attached.
Please note that there are products which are strictly non-refundable and exempt from being returned: These include gift cards, jewellery, cosmetics, personal grooming, personal wellbeing and beauty, personalised products, made to measure/order goods, candles and oils. We are unable to accept returns or exchanges for any consumable and perishable products such as teas, CBD, food, flowers and plants as well as delicate products such as dried flowers.
To receive a refund, customer must have and produce the original proof of purchase in the form of an original receipt (no copies) and online order confirmation e-mail.
How to return or exchange an item:
- All products bought online and in store can be returned to our Store.
- If you are returning an item to us in Store, an exchange of refund will be processed straight away.
- If you are not able to visit our store Contact us via our support page or email us: info@wildandrust.co.uk
- We will email you a returns form and returns number, which you should enclose in your package.
- You may be requested to provide proof and reasons for requesting a return or exchange and asked to provide photographs as part of your request to return.
- Keep a copy of proof of posting or send the item by recorded delivery. PLEASE NOTE WE DO NOT REFUND SHIPPING / DELIVERY CHARGES.
If you are shipping an item over £50 you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item. - As soon as we have received your returned product, we will send you an email to notify you that we have received your item. We will also notify you of the approval or rejection of your exchange or refund.
- Depending on the specific circumstances, we will either send a replacement product to you or issue a refund.
- If you are receiving a refund a credit will automatically be applied to your credit card or original method of payment.
- Refunds may take up to 14 working days to clear.
- Exchanges may take up to 7 working days to process.
- If you have not received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us at info@wildandrust.co.uk.
There are certain situations where no or only partial refunds are granted
- Items with obvious signs of use.
- Items that have been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after purchase in store or delivery if ordered online.
All products purchased with a Credit/Debit card will be refunded onto the same card. No cash alternative will be issued.
PLEASE NOTE WE DO NOT REFUND SHIPPING / DELIVERY CHARGES.
Gift Voucher / Gift Card Purchases
- If a customer used a gift voucher / card to make a purchase, if a refund is issued, this will be made using Wild & Rust Gift Vouchers / Gift Card. No cash will be issued.
- Only regular full priced items may be returned and refunded, unfortunately sale items are exempt.
- If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift card will be mailed to you or issued in store.
We can only refund a gift to the person who purchased the item originally.
- If two items or more are bought as part of a multibuy deal, then ideally a Customer should return all items for a refund to be processed.
Discount Voucher Transactions
- Products returned that were purchased using a discount voucher/code may be exchanged (or a refund of the net amount paid given – subject to proof of purchase being provided)
Loyalty Points
- Where applicable, Loyalty Points will be deducted when a refund is applied.