Refund policy

Rustler Co – Returns & Refunds Policy

 

At Rustler Co, we take pride in the quality of our products. If you’re not completely satisfied with your purchase, please review our returns and refunds policy below.

1. Returns Eligibility

We accept returns on full-priced items within 14 days of delivery, provided that:

  • The item is unused, unworn, and in original condition

  • All original tags and packaging are intact

  • Proof of purchase is provided

To initiate a return, please contact us before sending any items back.

2. Items Not Eligible for Return

The following items are not eligible for return or refund unless faulty:

  • Sale or clearance items

  • Jewellery and accessories (for hygiene reasons)

  • Swimwear 

3. Natural Material Disclaimer

Products made from genuine cowhide or leather may vary in colour, pattern, and texture. These natural variations are a feature of the product and not considered a fault.

4. Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us within 7 days of receiving your order with:

  • Your order number

  • A description of the issue

  • Clear photos of the fault

We will assess the issue and offer a replacement, repair, or refund in accordance with Australian Consumer Law.

5. Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty

  • Original shipping costs are non-refundable

  • We recommend using a tracked shipping service, as Rustler Co is not responsible for items lost in transit

6. Refund Processing

Once your return is received and inspected, we will notify you of the outcome.

Approved refunds will be processed back to the original payment method within 5–10 business days, depending on your bank or payment provider.

7. Exchanges

We do not offer direct exchanges. If you require a different size or product, please return the original item (if eligible) and place a new order.

8. Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

9. Contact Us

For all returns and refund enquiries, please contact:

Email: rustlercountry@gmail.com
Business Name: Rustler Co

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Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at rustlercountry@gmail.com.