Refund policy

Can I return my order if I change my mind?
Yes, we accept change-of-mind returns if:

You contact us within 30 days of dispatch, and the product is unopened, sealed, and in its original condition

Please note: You will need to cover the return shipping cost and original delivery fees are non-refundable.

What happens after I request a return?
Changed your mind? We'll exchange your item for a product of equal value.

Received the wrong item? We'll send the correct item or issue a refund.

Product damaged or faulty? We'll offer a replacement or refund, at our discretion.

Do you refund or replace items with damaged packaging?
No, if the product inside is undamaged, we do not offer refunds or replacements for packaging-only damage.

Do I have to pay for return shipping?
Yes, unless your return is due to a product fault or dispatch error, you are responsible for the return shipping costs.
We also do not refund the original delivery fee.

How are refunds processed?
Once approved, refunds will be returned to your original method of payment.
Please allow processing time for the funds to appear in your account.

What if my return is lost in transit?
We strongly recommend keeping proof of postage and tracking.
We are not responsible for returns that are lost in transit without tracking evidence.

How do I request a return or refund?
Please email our Customer Service Team at:
📧 hello@rusticlotustradingco.com.au
Include your order number to help us assist you faster.