Return & Refund Policy

Returns

Please acknowledge general Terms of Service Rules, where you can find more detailed information about storage, packaging and other relevant information.

We have an unconditional 14-day return policy for undamaged items. You have up to 14 days to initiate the returns process with a total of 30 days to physically complete the return. Customers are responsible for all return costs, including insurance, handling and freight. To initiate a return, contact customer care at (786) 318-1912 anytime between 9 a.m. and 5 p.m. (EST) Monday – Friday. Or email us anytime at info@holzsch.com .

For damaged items, notify Customer Care immediately and document a description of the damage on the Bill of Lading (BOL). If damage or suspected damage is not documented with the carrier at the time of receipt, we cannot guarantee a refund. These actions will help assure replacement or repair by the shipping company. In many cases, the shipping company will return and make minor repairs at your location.

Special Orders

Special orders begin production immediately upon order placement and are built to your specifications. As a result, the item(s) cannot be canceled, changed, returned, or refunded at any time. A non-refundable 30% deposit will be charged when you place your order. 

Cancellations

For all orders that are canceled prior to items shipping, no delivery fee will be charged. For special order items, a non-refundable 30% deposit will be taken when the order is placed. If you choose to cancel your special order item(s) prior to delivery, your 30% deposit will not be refunded.

Should you decide to cancel a return and keep the item after a refund was issued, we will charge your credit card in the amount of the refund issued.

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next, contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at customer.care@rusticdeco.com.

Return shipping 
To return your product, you should mail your product to: 18117 Biscane Blvd #1549, MIami, FL 33160, United States or to an address designated by us.

Shipping and other associated return costs are non-refundable and must be paid by the customer.

For assistance regarding your order or additional shipping information, please contact customer care at (786) 318-1912 anytime between 9 a.m. and 5 p.m. (EST) Monday – Friday. Or email us anytime at info@holzsch.com.