Delivery, Returns & Refund policy

Delivery:

We currently sell to and deliver to the UK only.

We endeavour to post out all orders within three working days of receipt of the order and payment. Small items are usually sent via Royal Mail, larger items are usually sent via courier. All items will be tracked and we require a valid email address and/or phone number to provide status updates and for the courier to arrange delivery. The delivery service will contact you to arrange delivery and it is your responsibility to confirm the item(s) may be left on your property or with a neighbour in the event that you are not available to take delivery.

You agree that proof of delivery will constitute one of the following:

A recipient signature if the item is delivered to your address
A recipient signature if the item is delivered to a neighbouring address
A photograph showing the item left on your property
A drop card stating the item has been left with a neighbour or on your property

If you wish to dispute the delivery of your item(s) you must make your complaint in writing by email to rustywavemetalart@gmail.com. Please include the following with your complaint:

Your name, telephone number and email address
The consignee name and delivery address as given when you placed the order
Your order or invoice number (if known)
A brief description of the reason for the disputed delivery
A signed declaration from the person to whom the parcel was addressed stating that they have not received the item(s)

Damages and Issues:

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Email rustywavemetalart@gmail.com or phone +44 (0) 7914 392 671.

Conditions for Returns:

There is a 14 day return policy on items from the online store, which means you have 14 days after receiving your item to request a return. Commissioned items are excluded/non-returnable except in certain circumstances as detailed below.

To be eligible for a return, your item must be in the same condition that you received it and in its original (or likewise) packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at rustywavemetalart@gmail.com. Items sent back to us without first requesting a return will not be accepted.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion.

Exceptions / Non-Returnable Items:

The following goods cannot be returned: Custom-made or personalised products (such as commissions), items that have been damaged, and items that have been left out in conditions that would cause rust.

Unfortunately, we cannot accept returns on sale items.

There are more details on your rights about excluded items here.

Commission Cancellations and/or Returns:

When you request a commission piece, we will work with you to define the specification, timing and total price before obtaining a signed, final approval to proceed. A non-refundable deposit of 50% will be requested and due to be paid within 14 days of receipt of the final approval before any work will commence on the commission piece. Due to the nature of commissioned pieces, we can only accept a cancellation where there is no customer final approval agreement. A return and refund will only be considered if the commission piece is damaged in transit or faulty.

Returning Goods:

You are responsible for the cost and risk of returning the goods to us. You should send the goods to the following address:

Returns, 2 Tredown Cottages, Launceston, Cornwall. PL15 9NN

We recommend you use an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of received return delivery. Make sure to ask for and retain your receipt as proof of return, Rusty Wave Metal Art cannot be held responsible for any items that may be damaged or go missing in transit.

If avoidable damage occurs to return items through poor packaging, lack of packaging or if a product has been used, then Rusty Wave Metal Art reserve the right to reduce the refundable value amount. This will depend on the circumstances, the damage occurred and if the item can be repaired.

Refunds:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Contact Us:

If you have any questions about our Delivery, Returns and Refund Policy, please contact us by e-mail rustywavemetalart@gmail.com