Refund policy

RETURN AND REFUND POLICY

We want you to be happy with your purchase from Rustic Roots Mercantile. You may request a return within 14 days of receiving your order.

RETURN ELIGIBILITY

To qualify for a return, the item must be unused, unopened, and in the same condition in which it was received. It must also be in its original packaging. Proof of purchase is required.

To request a return, email therusticrootsmercantile@gmail.com before sending the item back. Returns sent without prior approval will not be accepted.

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. Original shipping charges are nonrefundable.

DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

Please inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact us within 3 days of delivery at therusticrootsmercantile@gmail.com. Please include your order number and clear photographs of the item and packaging so we can make it right.

NONRETURNABLE ITEMS

For safety and quality reasons, we cannot accept returns of candles, room sprays, cleaning products, laundry products, fragrance oils, food products, or other consumable goods that have been opened or used.

We also cannot accept returns of custom or personalized items, gift cards, or final-sale items. Scent preference alone is not considered a product defect.

EXCHANGES

We do not offer direct exchanges. If your return is approved, you may return the eligible item and place a separate order for the item you prefer.

CANCELLATIONS

Orders may be canceled before they have been processed or shipped. Once an order has been processed or shipped, it cannot be canceled and must follow the return requirements above.

REFUNDS

We will notify you after we receive and inspect your return. If approved, the refund will be issued to your original payment method within 10 business days. Processing time may vary depending on your bank or credit card company.

If more than 15 business days have passed since your refund was approved, please contact us at therusticrootsmercantile@gmail.com.