Delivery & Returns Policy:
Refund policy

If you are not satisfied with the item you have purchased, you are able to return the item to us for an exchange or refund within 30 days of purchase. You must ensure items are un-used and returned in the original packaging with a valid proof of purchase. Shipping costs are non-refundable. Please retain your proof of postage as the products are your responsibility until they reach us.

Once received we will check the item(s), we will issue you a refund. All refunds are credited to the method of payment originally used.

Please email info@rusperandpines.co.uk to process your return.

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. We cannot accept returns on sale items or gift cards.

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.

If the item you purchased is faulty, we may offer an exchange or a full refund. Please email info@rusperandpines.co.uk with your order number and a description of the fault to action this.

You can always contact us for any return question at info@rusperandpines.co.uk.

Cancellation Rights
The new period for Customers to change their minds when having purchased a product or service will now be 14 days rather than 7 days. Customers do not have to give a reason for cancelling.
Customers can use the Model Instructions for Cancellations here to inform the Seller that they wish to cancel. The use of this form is not however compulsory and the Customer just needs to make a clear statement to the Seller that they want to cancel. This clear statement need not be in writing.
The 14 days for cancellation starts the day after the goods have been received or, in the case of service contracts, the date the contract was entered into. Where different goods within an order are delivered at different times the cancellation period will run from the day after delivery of the last item.

There are some goods you can't return if you simply change your mind, including:

Tailor-made, bespoke or personalised goods
Perishable and other items that deteriorate rapidly such as food and flowers
Underwear and earrings
Contracts for catering or services related to leisure activities if the contract provides for a specific date or period of performance
CDs, DVDs or software if the seal is broken on the wrapping
Services which have been fully performed (i.e. completed)

Customers should return items within 14 days of cancellation
Sellers will be able to withhold refunds until goods are returned (or evidence of return is provided) and they can reduce the amount of money refunded for goods which show evidence of use beyond the handling necessary.
Sellers should refund all monies received, including the outbound delivery cost, within 14 days of cancellation of the services contract or within 14 days of receiving goods back.
If the Customer provides proof of return before the Seller has received the goods back, the Seller should refund within 14 days of receiving that proof. If the Customer chose to have the goods delivered by more expensive means than the cheapest standard delivery option offered, the Seller does not have to refund the full outbound delivery cost, but only the cost of the standard delivery option which the Customer could have chosen.

Delivery and Risk
Unless the Seller and Customer agree otherwise, delivery of goods should be without undue delay and within 30 days,
Risk passes from the Seller to the Customer when the goods are delivered unless the courier is not one offered or named by the Seller as an option.

No Additional Payments
Sellers will need the active consent of the Customer for all additional payments.

Please note: Where goods received are faulty or not fit for purpose or as described, Customers have different rights which are covered by separate legislation.

Copies of the legislation mentioned on this page can be purchased from Her Majesty's Stationery Office or can be accessed at http://www.legislation.gov.uk/
Please note: This information has no legal force and is not an authoritative interpretation of the law, which is a matter for the Courts. It is intended to help Sellers and Customers to understand in general terms, the main features of the legislation. The information is not a substitute for the legislation and you should refer to the text of the Regulations for a full statement of legal requirements and obligations. Where appropriate, you should seek your own independent legal advice