Refund policy

Last updated: 3 August 2026

Change-of-mind returns

Consumers normally have 14 days after delivery to withdraw from an online purchase. This right does not apply to goods made to the customer's specifications or clearly personalised. Most Wood and Loom furniture is made after you order and uses your selected dimensions, finish or options, so it will normally fall within this exception. We identify and discuss genuinely standard, returnable goods where applicable.

Faulty, damaged or incorrect goods

The custom-made exception never removes your rights if an item is faulty, damaged or not as described. Email rustimodsrl@gmail.com with your order reference, a description and clear photographs. We will assess the issue and arrange the appropriate repair, replacement, price reduction or refund under applicable consumer law.

Transit damage

Please inspect the package and item as soon as possible. Reporting visible transit damage within 48 hours and keeping the packaging helps us make a courier claim, but this request does not reduce mandatory legal rights. Include wide photographs of the package, shipping label and item, followed by close-ups of the damage.

Return arrangements and costs

Do not send bulky furniture back without written instructions. If a standard item qualifies for a change-of-mind return, it must be protected and returned in substantially the condition received. Where the law allows the customer to bear direct return costs, we will provide or confirm an estimate before collection; furniture courier charges vary by size and destination. We cover reasonable return or collection costs for a validated fault or delivery error.

Refund timing

Approved refunds are made to the original payment method. For a valid withdrawal, the refund is processed within the legally required period, although we may wait until the goods are returned or you provide evidence of sending them. Banks and payment providers may need additional time to display the credit.