Shipping & Returns

Shipping and Returns

Shipping Policy

Pick up from store: Pick up can be arranged at our location in Hurstbridge and selected during checkout. You can choose to pay by credit card at checkout or over the counter in-store.

Delivery to site: Stock items will be dispatched using our own vehicles or by courier (usually Fastway, TNT or AusPost) to all suburbs of Australia within 2 business days Monday – Friday. (We always try to dispatch goods same day where possible).

For non-stocked items please see the item description for estimated delivery time.

Please note that these delivery times are estimates only. If you have a time-critical job, please contact Rustic World Timbers directly at 0418 596 460 so we can ensure your delivery will be there when you need it.

Delivery costs will be quoted based on your suburb and the courier companies available.

Preferred delivery date: If you have a preferred delivery date, please contact us or indicate this within the checkout notes.

Damage in transit: If goods arrive in a damaged condition it will be your responsibility to inform us by email via our contact us page within 7 days from delivery.

Incorrect items: It is your responsibility to notify us of any incorrect items, quantities or lengths within 7 days from delivery via our contact us page or on 0418 596 460.

Non-deliveries: We will not accept liability for goods lost in transit unless we are notified within 7 days from the expected delivery date through our contact us page or call 0418 596 460.

Damaged/defective goods: Items that are deemed damaged or defective can be returned for replacement or credit. Faulty goods can be returned up to 14 working days following receipt of the order. Please inform us via our contact us page including all order details within the correspondence.

Customer service policy: Rustic World Timbers is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes are between 1-3 business days; if an ordered item is unavailable or we cannot fulfil your order we will notify you within 1 business day to arrange an agreeable alternative item, a backorder or a full refund.

Collections: Items must be collected within 60 days of purchase, if your purchase exceeds 60 days, there will be no refunds. The purchase will be disposed of in the correct manner due to the aging of the product.

Free shipping: Free shipping is available for local orders totaling $5000 or more, subject to the volume of orders received. For interstate deliveries, free shipping is contingent upon the policies of delivery companies. To confirm if your order qualifies for free shipping, please reach out to us via our quotation system or contact form.

Returns and Exchange Policy

Recycled Timber Flooring Pty Ltd trading as (Rustic World Timbers) ABN 75 638 378 140 accept returns and provides refunds under the conditions stated below.

Returns Policy: To be eligible for a return, the item received must be damaged or faulty and must be agreed upon by an authorised Rustic World Timbers. Your item must be in the same condition that you received it, unused, with tags, and in its original packaging and must be returned to us within 14 days of the product being received by you.

Please contact us or call 0418 596 460 to request a refund.

Please include a copy of your invoice or delivery docket.
All refunds will be given via the original payment method and all return shipping fees are at the purchaser’s expense.

NB: There will be no refunds for custom machined timber products granted. 

Please note that all of our products are kept undercover, these products cannot be returned if they have been exposed to the weather. It is your duty when accepting deliveries that the product is placed in weatherproof storage.

Exchanges: If your item is in like-new condition, you may exchange your item at the discretion of the returns department.

Please choose and purchase products carefully and to your specific dimensions, as a change of mind or a wrong purchase will not be accepted for a refund/credit or exchange. In case an item is damaged or lost in transit refunds will generally be deposited back into the nominated bank account within 2 business days.

Restocking fees may apply. If it’s required to be picked up a freight fee may also apply.

Items that are not kept in stock and require to be custom made or especially ordered or cut to size or processed in any other way and unless they are damaged or faulty will not be refunded.

All custom machining has a tolerance of 2.5mm +- . We do our best and take pride in our machining work but limited to tooling available to us at the time of production of ordered goods. Our customers are invited to supply any tooling necessary if specific profiles are required.

The customer is responsible for paying for return shipping and ensuring the Item reaches us safely.

Rustic World Timbers accepts no responsibility for your items during the delivery and logistics of your purchase.

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