Returns & Refunds

All of our furniture is handcrafted to your specifications. This page explains how that affects your right to cancel and what we will always cover.

Made-to-order items: no right to cancel after production starts

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, regulation 28(1)(b), the standard 14-day right to cancel does not apply to goods that are made to the consumer's specifications or are clearly personalised. Because every piece we sell is built to your chosen size, finish and options, this exclusion applies to every order on our site.

You confirm your understanding of this when you place your order, by ticking the made-to-order acknowledgment at checkout.

Cancelling before production starts

If you change your mind, contact us at hello@therustictable.com as quickly as possible. If your piece has not yet entered production, we will cancel the order and issue a full refund. Once timber has been cut to your specification, cancellation is no longer possible.

Faulty, damaged or misdescribed goods

Your statutory rights under the Consumer Rights Act 2015 are not affected by the made-to-order exception. If your piece arrives faulty, damaged in transit, or does not match what was described on the website:

• Contact us within 30 days of delivery for a full refund (your "short-term right to reject").
• Within 6 months we will repair or replace the item, or refund you if repair/replacement is not possible.
• You will not pay for return carriage of faulty goods.

How to report a fault

1. Email hello@therustictable.com with your order number, photographs of the fault and a short description.
2. We will respond within 2 working days with next steps.
3. If a return is needed, we arrange and pay for collection. Please do not return items by post without speaking to us first.

Refunds

Refunds are issued to the original payment method within 14 days of us receiving the returned item or agreeing the cancellation. Card refunds typically appear in your account within 3–5 working days after that.

Solid timber: what is not a fault

Solid wood is a natural material. Variations in grain, colour, knots and movement are characteristic and not defects. Small movement (cupping, gentle warping) can occur as the timber acclimatises to your home; we provide a care guide with each piece to minimise this.

Contact

The Rustic Table Company Ltd
Email: hello@therustictable.com