Refund policy
Return & Refund Policy
We want you to love your order! Because many of our products are made specifically for each customer, please review the policy below before placing your order.
Custom & Personalized Items
All custom, personalized, made-to-order, and special-order items are final sale and are not eligible for returns, exchanges, or refunds.
This includes, but is not limited to:
- Personalized names, initials, dates, or wording
- Custom embroidery
- Custom color or design selections
- Made-to-order sweatshirts, hats, apparel, or accessories
- Items created specifically according to your order selections
Please carefully review all personalization details, spelling, sizing, colors, and design selections before submitting your order.
If we made an error with your customization, please contact us so we can make it right.
Returns on Non-Custom Items
For eligible non-custom items, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
- Unworn and unused
- In the same condition in which it was received
- With original tags, if applicable
- In its original packaging
- Accompanied by a receipt or proof of purchase
To request a return, contact us at rusticvalleydesigns@gmail.com.
Please do not send an item back without contacting us first. Returns sent without prior authorization may not be accepted.
Customers will be provided with return instructions after their return request has been approved.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, or you received the wrong item, contact us as soon as possible at rusticvalleydesigns@gmail.com.
Please include your order number, a description of the issue, and photos if applicable so we can evaluate the situation and make it right.
Exchanges
Because custom and personalized products are made specifically for you, we do not offer exchanges on custom items, including exchanges due to incorrect sizing, color selection, or personalization entered by the customer.
For eligible non-custom merchandise, please contact us to discuss exchange options.
Sale Items & Gift Cards
Sale items and gift cards are final sale and cannot be returned or refunded.
Cancellations
Because we begin preparing custom orders shortly after they are placed, cancellations are not guaranteed.
If you need to request a cancellation or change to your order, please contact us as soon as possible at rusticvalleydesigns@gmail.com. Once production has started, we may be unable to make changes or cancel the order.
Refunds
For eligible non-custom returns, we will notify you once your return has been received and inspected.
If your refund is approved, it will be issued to your original payment method. Please allow up to 10 business days for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at rusticvalleydesigns@gmail.com.
Please remember: Custom, personalized, and made-to-order items are not eligible for refunds unless the item arrives damaged, defective, or we made an error with your order.