Refund policy
1. GENERAL OVERVIEW
This Returns & Refund Policy governs the return of products purchased
through the Rust Wolf London website. By placing an order, you
acknowledge and accept the terms outlined below. These terms apply in
addition to the Conditions of Sale and are intended to provide transparent
guidance on your rights and obligations when requesting a return, exchange,
or refund.
2. ELIGIBILITY FOR RETURNS
Products may be returned within the return window specified on the product
page or checkout, unless otherwise mandated by law. All returned items must
remain unused, unwashed, and in perfect condition, with all original
packaging, labels, accessories, and protective materials intact. Items showing
signs of wear, damage, alteration, or improper handling may be deemed
ineligible for return.
3. PRODUCTS NOT ELIGIBLE FOR RETURN
Certain items cannot be returned for hygiene, safety, or regulatory reasons.
These include, but are not limited to, intimate apparel, accessories that make
direct contact with the body, customised or personalised products, and items
specifically marked as non-returnable at the time of purchase. Gift cards and
digital purchases are also non-refundable unless legally required.
4. RETURN PROCEDURE
Customers wishing to return a product must contact Rust Wolf London
through the official customer service channels listed on the website. Once
your request is reviewed and approved, you will receive instructions for
sending the item back. The product must be returned within the timeframe
communicated, securely packaged to prevent damage during transit, and
accompanied by proof of purchase or order details to allow proper
identification.
5. CONDITION ASSESSMENT
Once the returned item reaches our facility, it will undergo a quality
inspection to verify its condition. Refunds or exchanges will be authorised
only after confirming that the product meets all return eligibility
requirements. VESTAUX LTD reserves the right to decline a refund or
exchange if the item is found to be used, damaged, incomplete, or otherwise
inconsistent with the return conditions.
6. REFUNDS
Approved refunds will be issued to the original method of payment unless
otherwise communicated. Processing times may vary depending on your
payment provider, but VESTAUX LTD will initiate the refund within the
legally mandated period following approval. Delivery charges may not be
refunded unless required by law or unless the item was defective or
incorrectly supplied.
7. EXCHANGES
Exchanges may be offered where stock is available. If the requested
replacement is unavailable, a refund will be issued instead. Exchanges are
subject to the same eligibility requirements as returns, and the replacement
item will be dispatched only after the original item has been received and
approved.
8. RETURN SHIPPING COSTS
Unless the product is defective, damaged upon arrival, or incorrectly
supplied, the customer is responsible for return shipping costs. VESTAUX
LTD recommends using a tracked and insured delivery service, as items lost
or damaged during return transit cannot be refunded. Where required by law,
reasonable return fees for defective products will be reimbursed.
9. DEFECTIVE OR NON-CONFORMING PRODUCTS
If you believe an item is defective or does not conform to the Contract, you
must notify Rust Wolf London promptly with supporting evidence, such as
photographs or video. Once the product is returned and assessed, VESTAUX
LTD will determine whether a repair, replacement, or refund is appropriate.
Refunds issued for defective products will include the original delivery cost
and reasonable return charges.
10. INCORRECT OR MISSING ITEMS
In cases where the order received differs from the order placed, or where
items are missing, you must contact customer service immediately upon
delivery. VESTAUX LTD will investigate the discrepancy and arrange for
correction, replacement, or refund according to the circumstances.
11. LATE OR MISSING REFUNDS
Refund processing times may vary based on your bank or payment provider.
If your refund has been approved but not received within a reasonable
timeframe, you should first verify with your payment provider before
contacting Rust Wolf London for further assistance.
12. GIFTS AND PROMOTIONAL ITEMS
Products received as gifts may be returned only by the original purchaser
unless otherwise approved. Promotional or complimentary items provided as
part of an order must be returned if the corresponding product is returned;
failure to do so may result in deductions from the refund amount.
13. BUSINESS AND BULK ORDERS
Returns for business-to-business and bulk orders are subject to additional
conditions. Customised, large-volume, or specially sourced items may not be
eligible for return unless defective or unless specifically agreed in writing.
VESTAUX LTD assesses such requests on a case-by-case basis.
14. MODIFICATION OF THIS POLICY
VESTAUX LTD reserves the right to amend this Returns & Refund Policy at
any time. Changes will apply to all purchases made after the updated policy
is published unless otherwise required by law.
15. CONTACT INFORMATION
For all return or refund enquiries, customers must contact Rust Wolf London
through the official communication channels displayed on the website.
Assistance will be provided promptly and in accordance with the Conditions
of Sale and applicable legal requirements.