Refund, Returns and Warranty Policy.
1. Custom-made, Personalised and Laser-engraved Products
All products that are custom-made, made to order, personalised, modified to customer specifications, or laser engraved at the customer's request are non-refundable and non-returnable.
This includes, but is not limited to:
• Custom laser engraving
• Personalised names, initials, logos, text, or artwork
• Custom sizing, colours, materials, or configurations
• Hunting group, club, lodge, outfitter, business, or organisational branding
• Special-order products manufactured or modified specifically for a customer
By approving a design, engraving layout, artwork, wording, logo, or product specification, the customer accepts responsibility for the final product and acknowledges that such items cannot reasonably be resold by Rustic Joe.
Refunds, returns, exchanges, cancellations, or credits will not be accepted for custom-made or personalised products unless the product contains a manufacturing defect, is materially different from the approved specification, or where otherwise required by applicable South African law.
Once production, engraving, or customisation has commenced, orders may not be cancelled.
2. Standard Products
Returns of non-customised standard products may be considered at Rustic Joe's discretion, provided that:
• The product is unused and in its original condition;
• The product is returned within 7 calendar days of receipt;
• Proof of purchase is provided;
• The product has not been altered, engraved, damaged, or modified; and
• The product is returned in its original packaging where applicable.
Any approved refund may be subject to reasonable handling, restocking, packaging, administration, or transaction fees where permitted by law.
The customer remains responsible for all return shipping or courier costs unless otherwise agreed in writing.
3. Defective Products
If a product is believed to contain a manufacturing defect, the customer must notify Rustic Joe in writing as soon as reasonably possible and provide:
• Proof of purchase;
• A detailed description of the issue; and
• Clear photographs of the alleged defect.
Rustic Joe reserves the right to inspect, assess, repair, replace, or refund the product in accordance with applicable South African consumer protection legislation.
Rustic Joe reserves the right to determine whether a claim relates to a manufacturing defect or to normal wear and tear, misuse, abuse, accidental damage, or improper use.
4. Wear and Tear, Misuse and Abuse
Rustic Joe products are designed and manufactured for their intended purpose using quality materials and workmanship. However, all products are subject to wear through normal use.
Normal wear and tear does not constitute a manufacturing defect and is not covered by any warranty.
The warranty does not cover:
• Normal wear and tear;
• Cosmetic ageing, fading, scratches, scuffs, marks, dents, or patina development;
• Natural stretching, softening, creasing, or colour variation of leather;
• Damage caused by misuse, abuse, neglect, accidents, improper storage, or improper maintenance;
• Damage caused by excessive loads, overfilling, dragging, impact, cutting, puncturing, or exposure to extreme conditions;
• Damage caused by modifications, repairs, or alterations performed by anyone other than Rustic Joe;
• Damage caused by animals, insects, chemicals, solvents, fire, water immersion, mould, mildew, excessive moisture, or environmental exposure;
• Damage resulting from use outside the product's intended purpose.
Leather and fabric products used in outdoor, hunting, farming, camping, and field environments are exposed to harsh conditions. Surface marks, scratches, colour variation, stretching, natural leather ageing, fading, patina development, and material wear resulting from normal field use are considered natural characteristics of the materials and not manufacturing defects.
Rustic Joe shall not be liable for damage resulting from the use of a product outside its intended purpose or design limitations.
5. Laser engraving disclaimer
Laser engraving is a permanent marking process applied to natural and synthetic materials. Due to variations in material composition, texture, colour, grain structure, finishes, coatings, and manufacturing processes, the appearance, contrast, depth, and visibility of laser engraving may vary from product to product.
Customers acknowledge and accept that:
• Laser engraving may appear lighter or darker depending on the material used;
• Laser engraving on darker materials, including Chocolate Brown leather and similar dark-coloured variants, may have reduced contrast and visibility compared to lighter-coloured materials;
• Laser engraving visibility may vary across different areas of the same product due to natural material characteristics;
• Exposure to sunlight, weather, moisture, friction, handling, oils, cleaning products, chemicals, and normal use may cause laser engraving to fade, soften, darken, lighten, or become less visible over time;
• Minor variations in engraving position, depth, appearance, colour, and contrast are inherent to the manufacturing process and do not constitute defects.
Rustic Joe does not guarantee that laser engraving will maintain its original appearance indefinitely under all conditions of use.
Laser engraving visibility, contrast, fading, wear, and natural material variation shall not be regarded as manufacturing defects and shall not qualify for refunds, replacements, repairs, exchanges, or warranty claims.
6. Product Colour and Material Variation
Rustic Joe products are manufactured using natural and synthetic materials which may vary in colour, texture, grain pattern, finish, and appearance.
Product photographs are provided for illustration purposes only. Actual products may differ slightly from images displayed online.
Variations in colour, grain, texture, finish, stitching, hardware appearance, and material characteristics are normal and do not constitute defects.
7. Limitation of Liability
To the fullest extent permitted by South African law, Rustic Joe's liability shall be limited to the repair, replacement, or refund of the affected product.
Rustic Joe shall not be liable for any indirect, consequential, incidental, special, punitive, or economic losses arising from the use, misuse, inability to use, or failure of any product.
Customers are responsible for ensuring that products are suitable for their intended use.
8. Acceptance of Terms
By placing an order with Rustic Joe, the customer confirms that they have read, understood, and accepted this Refund, Returns and Warranty Policy.
The customer further acknowledges that:
• Personalised and laser-engraved products are custom-made and generally non-refundable;
• Laser engraving visibility may vary depending on the material and colour selected;
• Natural wear and ageing of leather and outdoor materials are expected characteristics and not defects; and
• Products used in hunting, farming, outdoor, and field environments will naturally show signs of use over time.
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