Refund policy
At Rustic Sahuaro, we want you to be completely happy with your purchase. Whether you selected a piece of handcrafted Mexican pottery, garden decor, or a vase for your home, we strive to make our return process clear and fair. We have a 14-day return policy, which means you have 14 days after receiving your item (or local pickup) to request a return.
Return Eligibility
To be eligible for a return, your item must be:
- Unused, unaltered, and in the same condition that you received it.
- In its original, resalable condition with any original tags or packaging intact.
- Accompanied by an order number or proof of purchase.
Because many of our items are handcrafted and hand-painted, natural variations in color, texture, and size are a normal part of their artisan charm rather than defects.
Restocking Fees & Return Shipping
We charge $0.00 in restocking fees for all eligible returns. Return shipping fees depend on the reason for the return:
- Standard Returns (Change of Mind): Customers are responsible for paying return shipping costs.
- Incorrect or Damaged Orders: Rustic Sahuaro will cover all return shipping costs or provide a prepaid return label.
Items sent back to us without first requesting a return authorization will not be accepted. You may also drop off eligible returns directly at our Surprise showroom counter during regular store hours.
Damaged, Defective, or Incorrect Items
Handcrafted ceramic and clay products require careful handling. Please inspect your order as soon as you receive it and contact us within 48 hours if:
- Your item is damaged or broken
- Your item is defective
- You received the wrong item
Please email clear photos of the damaged item and the shipping container/packaging along with your order number to support@rusticsahuaro.com so we can evaluate the situation and issue a replacement or full refund.
Non-Returnable & Exempt Items
Certain types of items cannot be returned, including:
- Used Kitchen & Dining Items: For hygiene and safety reasons, any kitchenware, pottery serving pieces, or drinkware that have been used or washed cannot be returned.
- Final Sale: Clearance items or items explicitly marked as final sale at the time of purchase.
If you are unsure whether your item is eligible for return, please contact us at support@rusticsahuaro.com before sending it back.
Exchanges
We do not process direct exchanges. The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
Refunds
Once we receive and inspect your return (or damage is verified), we will notify you if your refund has been approved or declined.
If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take additional business days for your bank or credit card company to process and post the refund to your statement as well.
Contact Us
If you have any questions regarding returns, damaged items, exchanges, or refunds, please feel free to reach out:
- Store Name: Rustic Sahuaro
- Address: 17745 W Grand Ave, Surprise, AZ 85387, United States
- Phone: +1 480-842-1136
- Email: support@rusticsahuaro.com
- Store Hours: Monday – Sunday: 8:30 AM – 5:00 PM MST