Sales & Refunds Terms and Conditions

Rustica wants you to be thrilled with your new purchase. However, if you need to cancel or return an item, we're here to help.

Order Cancellation

Before Delivery

If you change your mind, you can cancel any time within 30 days from your purchase day and 5 working days prior to your delivery date. Simply contact us at service@rustica.com.my and you will be refunded.

Orders placed more than 30 days from the purchase date, or within 5 days prior to the delivery date, are non-cancellable and non-refundable.

Custom Made Cancellation

 With our Custom Made products, you cannot cancel orders. Each Custom made piece is bespoke, so if you cancel your order, you’ll still be charged the full price.

Please contact us if you not sure the product is Custom Made.

14-DAYS RETURN POLICY

 We want you to be happy with the products you buy from us. If you change your mind, you may return it to us within 14 days of the date you received it.

Please make sure that your piece is in as-new condition, and that you have the original Rustica packaging. Shipping is a hard cost, all returns will incur a return collection fee (refer below) and an administrative fee of 5% from the item(s) amount.

There are some items, however, that are ineligible for return, including:

  • Customised items,
  • Items marked as Clearance or any form of Display Items,
  • Showroom Displays,
  • Product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; using it in an abnormal way; or failure to take reasonable care,

If you do not have the original packaging on hand, you will be charged an RM50 repackaging fee per item.

Once the item is collected, our team in the warehouse will inspect it. Provided it is in as-new condition we will issue a refund as per below:

Purchase Price – Administrative Fee (5%)- Repackaging Fees – Collection Fees  = Refunded Amount (RM)

Note: not entitled for MADE TO ORDER / CUSTOM MADE item(s).

*14-DAY Return Policy is not applicable for order(s) delivery to East Malaysia & Singapore.

Delivery of wrong items  

It is part of our standard procedure that our Quality Control team will check your items to make sure it is upon our standard before delivery. Thus, defects are rare. It is important that you inspect your order on delivery, because we’ll ask you to sign a Delivery Order confirming that it’s in good condition.

If you’re not happy with the goods when you inspect them, or if we’ve sent you the wrong item, please let our delivery partner know on the spot, or contact our delivery team.

Collection Fees

If item is returned because it is faulty or as a result of something of our fault, we will not charge you for the return/exchange collection fee.

If, however, it is simply change your mind and wish to cancel the order after delivery, a return/exchange collection fee will be charged.

Return/Exchange Collection Fee

Collection/Delivery Zone Collection Fee
JOHOR Zone MYR 250 per trip
JOHOR+ Zone   MYR 350 per trip
Outstation Zone A (Perak, Penang, Melaka, Johor, Pahang) MYR 350 per trip
Outstation Zone B (Kedah, Terengganu,Perlis, Kelantan) MYR 450 per trip
Outstation Zone C (Kedah, Terengganu,Perlis, Kelantan) MYR 450 per trip

Note:

The collection/exchange date is subjected to Rustica truck’s schedule.

For the OUTSTATION zone, the collection/exchange date is subjected to Rustica MONTHLY truck’s schedule.

Kindly contact our delivery team or email to service@rustica.com.my for further details.

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