If you are not satisfied for any reason with the custom product that we build for you, you can return the product to us for 100% credit of the cost of the product.
Our #1 priority is your happiness. We custom build functional art with the goal of bringing soul into your living space. Any and all manufacturing issues covered by our warranty will receive the highest priority. However, sometimes, even when the product exceeds the manufacturing standard we set, you just are not happy with the product, and it does not meet your expectations. If, for any reason this is the case, we welcome the opportunity to understand what about the product you are unhappy with, and we will work diligently to fulfill the Worry-Free Satisfaction Guarantee. For this reason, we offer a generous and outstanding returns program and gladly offer to rebuild your order (or build you something else) with the return of the product, in new condition, within 30 days of receiving it. Please review all of the terms and conditions so we set proper expectations and the return page so we can easily and quickly build the product that will bring soul to your living space. This 100% Worry-Free Satisfaction Guarantee is one of a kind in any industry for a custom product.
Rustica is a premier custom door builder and custom barn door hardware manufacturer. Our products are CUSTOM made from raw materials specifically for your order. We dedicate specific materials and labor to your order. You pay for that commitment when you order. Because of our unique business model, we have outlined our specific cancellation and return policies as well as important shipping expectations, included in this document. We have also shared other important details below which will help ensure that your experience and product is everything you are expecting.
It is the consumer’s responsibility to understand what they are ordering when using the online system and to verify from the order confirmation that we have selected everything correctly when ordering over the phone. Rustica has provided many online photo resources and descriptions to help you during your order. Please read these descriptions carefully. If you are unsure about what your order will look like or what is included, please call Rustica at 1-800-891-8312 for help placing your order.
It is our goal to understand what the customer's needs and expectations are as we talk over the phone. We will do our best to guide the customer's decision-making process to what will work best for the customer based on our understanding of the information given. However, at times there may be a lack of information or understanding that can create frustrations later when the customer's expectation is not met. Please note that it is the customer's responsibility, and not the manufacturer, to confirm that all sizes and measurements are accurate and that what is ordered is what is needed. Please review every detail of the order placed in the order confirmation. We will build your product to the order that is placed, and it is the customer's responsibility to review the confirmation of any order placed over the phone to verify it is correct.
Please inspect the product upon receipt. Please notify us of any damaged or missing items within 2 days of receiving the product. It is necessary to know immediately of any shipping damage for the shipping claims. Requests for missing items beyond 30 days of receipt will not be accepted.
Please inspect your product carefully before installation. Rustica is not responsible for any costs associated with installation or de-installation including but not limited to contractor or installer time, travel or transportation of the product for any reason including manufacturing issues.
Since almost all our products are built specifically for each order and off many customized options the build time can best be estimated on each product page with the customized options already selected. Remember that since almost everything we make is from raw materials, and we set a high-quality standard these production times are estimated and are not a guarantee.
Instructions for your product can be found on our website here: https://rustica.com/instructions/
LIMITED WARRANTY ON RUSTICA PRODUCTS
THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM STATE TO STATE.
THIS LIMITED WARRANTY CAN ALSO BE FOUND ONLINE AT OUR WEBSITE HTTP://RUSTICA.COM/WARRANTY-INFORMATION AND IN THE DOCUMENTATION WE PROVIDE WITH THE ORDER CONFIRMATION.
WE WARRANT THAT DURING THE APPLICABLE WARRANTY PERIOD, THE PRODUCT OR COMPONENT THEREOF WILL BE FREE FROM DEFECTS IN MATERIALS AND WORKMANSHIP.
TO THE EXTENT NOT PROHIBITED BY LAW, THIS LIMITED WARRANTY IS EXCLUSIVE AND IN LIEU OF ALL OTHER WARRANTIES, ORAL, WRITTEN, STATUTORY, EXPRESS OR IMPLIED. EXCEPT FOR THE EXPRESS WARRANTIES CONTAINED IN THIS LIMITED WARRANTY STATEMENT AND TO THE EXTENT NOT PROHIBITED BY LAW, WE DISCLAIM ALL OTHER WARRANTIES, EXPRESSED OR IMPLIED, STATUTORY OR OTHERWISE, INCLUDING WITHOUT LIMITATION, THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. SOME STATES DO NOT ALLOW DISCLAIMERS OF IMPLIED WARRANTIES, SO THIS DISCLAIMER MAY NOT APPLY TO YOU. TO THE EXTENT SUCH WARRANTIES CANNOT BE DISCLAIMED UNDER THE LAWS OF YOUR JURISDICTION, WE LIMIT THE DURATION AND REMEDIES OF SUCH WARRANTIES TO THE DURATION OF THIS EXPRESS LIMITED WARRANTY.
OUR RESPONSIBILITY FOR DEFECTIVE GOODS IS LIMITED TO REPAIR OR REPLACEMENT OR STORE CREDIT AS DESCRIBED BELOW IN THIS WARRANTY STATEMENT.
WHO MAY USE THIS WARRANTY?
Ever Energy, Inc., DBA Rustica., located at 1060 Spring Creek Place, Springville, Utah 84663 (“we”), extend this limited warranty only to the customer who originally purchased the product (“you”). It does not extend to any subsequent owner or other transferee of the product.
WHAT IS THE PERIOD OF COVERAGE AND WHAT DOES THIS LIMITED WARRANTY COVER?
This limited warranty starts on the date of your purchase and lasts for the appliable period set forth below (the “Warranty Period”). The Warranty Period is not extended if we repair or replace the product. For the Warranty Period as defined below, this limited warranty covers defects in materials and workmanship of our products (each, a “product”), as follows:
|PRODUCT||PERIOD OF COVERAGE AND WHAT IS COVERED|
|Barn Door Hardware, not including finishes||One-year limited warranty covering defects in materials and workmanship.|
|Barn Door Hardware finishes||A limited warranty of thirty days or until installation, whichever is shorter, covering the hardware finish. Warranty claims on the finish must be made prior to installation.|
|Interior Doors and Mantles that we are ordered “assembled”, not including finishes||One-year limited warranty covering defects in materials and workmanship, AND A limited warranty of thirty-days against warping, bowing, separating, or splitting (together “warping”), as defined below.|
|Interior Doors and Mantles with finishes applied by Rustica (does not include (raw unfinished, “finish ready”, or primer white)||A limited warranty of thirty days or until installation, whichever is shorter, covering the product finish. Warranty claims on the finish must be made prior to installation.|
|Exterior Doors, not including finishes, and which once installed are situated under a sufficient overhang or portico||One-year limited warranty covering defects in materials and workmanship, AND A limited warranty of thirty-days against warping|
|Finishes of Exterior Doors, which once installed are situated under a sufficient overhang or portico, with finishes applied by Rustica (does not include (raw unfinished, “finish ready”, or primer white)||A limited warranty of thirty days or until installation, whichever first occurs, covering the finish. Warranty claims on the finish must be made prior to installation.|
“Warping” is defined as doors or mantles that are out of alignment of more than 1/4″ over an 8’ length. When measuring for “squareness tolerance”, add the diagonal measurements and divide by 2. An acceptance of 1/2” over an 8’ length applies to “squareness tolerance”. Please review this document about how to measure for warping, bowing and squareness: http://rustica.com/warranty-measurements/
We may change the availability of this limited warranty at our discretion, but any changes will not be retroactive.
WHAT DOES THIS WARRANTY NOT COVER?
This limited warranty does not cover any damage due to: (a) transportation; (b) storage; (c) improper use; (d) failure to follow the product instructions or to perform any preventive maintenance; (e) modifications; (f) unauthorized repair; (g) normal wear and tear; or (h) external causes such as accidents, abuse, or other actions or events beyond our reasonable control.
Please inspect your product carefully before installation as this limited warranty does not cover any costs associated with return shipping, installation or de-installation, including but not limited to contractor or installer time, travel, or transportation of the product for any reason.
In addition, this limited warranty does not apply to (a) any unfinished product, including doors that are purchased “raw unfinished”, “finish ready”, or “primer white”; (b) Do-it-Yourself and Cottage Barn Door Kits; (c) doors that are ordered as “unassembled” (even if we assemble them in our shop as a courtesy); or (d) wood products in Hickory (since the natural nature of Hickory is to split and crack).
Please note that wood products generally are susceptible to expanding and contracting due to temperature and moisture from rain and/or humidity based on location, exposure to the elements and environment. Note also that the natural state of steel is vulnerable to oxidation with exposure to rain and/or humidity. We provide a quality-built product, and we offer finishes with a warranty to protect the wood and metal, but except as expressly set forth above, this limited warranty does not cover changes in any products or finishes (including warping, separating, splitting, expanding, contracting, rust or fading) due to exposure. Interior doors and hardware are intended only for interior use, and this limited warranty does not cover changes to any interior products or finishes due to exterior use. You are responsible to understand this warranty and make sure that your application, location, and environment are conducive to wood and/or steel products. Products are not designed for exterior use unless they are expressly defined as “exterior” in the product specifications.
Even exterior doors need to be appropriately protected from excessive exposure to the elements, temperature and moisture with a sufficient overhang or portico. Exterior products that are not covered by a sufficient overhang or portico are not covered under this limited warranty. For purposes of this limited warranty, “sufficient overhang” depends on the climate and direction the door faces and is calculated as follows, with Y = size of the overhang and X = the height from the base of the door to the bottom of the overhang:
|Direction Door Faces|
Finally, this limited warranty does not cover issues deemed by us to be natural blemishes and imperfections, “character” of the raw materials.
WHAT ARE YOUR REMEDIES UNDER THIS WARRANTY?
With respect to any defective product during the Warranty Period, we will, in our sole discretion, either (a) repair or replace such product (or the defective part) free of charge or (b) provide store credit of the purchase price of the product towards the purchase price of another product. This warranty does not cover shipping, crate, or handling fees, either for your return of a defective product or for our return of the repaired or replacement product to you (if we elect to repair or replace the defective product).
HOW DO YOU OBTAIN WARRANTY SERVICE?
To obtain warranty service, you must call (800) 891-8312 or email our Customer Service Department at [email protected] during the Warranty Period to obtain a Case Number. If a product needs to be returned, a Return Authorization will be issued as well. No warranty service will be provided without a Case Number, and our service team will likely require detailed information and pictures of the issue from you.
If we determine that the product needs to be returned, and you request we send you the replacement product before the original is returned, we may hold a $500 deposit and require you to procure and put the product being returned in a crate to facilitate the return shipment. The $500 will be refunded to you upon acceptable receipt of the returned product.
Due to the nature of product updates and revisions, including finishes and textures, if a product is replaced under warranty, it may be necessary to replace it with a similar or comparable product if an exact duplicate of the original product ordered is no longer available.
LIMITATION OF LIABILITY
THE REMEDIES DESCRIBED ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES AND OUR ENTIRE LIABILITY FOR ANY BREACH OF THIS LIMITED WARRANTY. OUR LIABILITY SHALL UNDER NO CIRCUMSTANCES EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE DEFECTIVE PRODUCT, NOR SHALL WE UNDER ANY CIRCUMSTANCES BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES OR LOSSES, WHETHER DIRECT OR INDIRECT.
SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.
WHAT CAN YOU DO IN CASE OF A DISPUTE WITH US?
The following informal dispute resolution procedure is available to you if you believe that we have not performed our obligations under this limited warranty: You must visit our 100% Satisfaction Guarantee Feedback page at https://rustica.com/satisfaction-guarantee-feedback/ and submit the details of the situation, together with photos, after which we will respond with a proposal to address your concerns. You must use this informal procedure before pursuing any legal remedy in the courts.Damaged Orders and Missing Items
*Note: Due to the costs associated with Brushed Stainless Steel and other specialty finishes and options, some refunds may only be offered at less than the actual cost of the product.
Rustica takes the privacy of its customers’ data very seriously. Please read the following policy to understand how we will treat your personal data after it has been collected by us through your use of this website. We can collect data on you from a variety of different sources which includes:
In any of the above cases the data we collect could be personal data. When you buy anything via the site or give us any personal data as indicated above, we may need to collect information about you to process the transaction, fulfill your order, and provide you with the services you expect then and in the future. This information may include, but is not limited to, details such as your name, your address, and your phone number. Unless we have your express consent, we will only disclose personal data to third parties if this is required for the purpose of completing your transaction with us. This is of course subject to the proviso that we may disclose your data to certain permitted third parties, such as members of our own group, our own professional advisers who are bound by confidentiality codes, and when we are legally obliged to disclose your data. By becoming a subscriber, you consent to receive from us by email our eNewsletters and details of other special offers or services which we may think may be of interest to you. Rustica retains and uses your personal information to provide you with the remote commerce (including electronic and mobile commerce) experience by providing you with a personalized service and to give you details of offers which we think will be of interest to you, it is also to keep you informed of changes to products, services, licenses agreements, terms, conditions, and security updates. We may also use the information to process any transactions you undertake with us and for internal administration and analysis. We do not sell, rent or trade your personal information to third parties.
By their very nature the Forum, Guestbook, Listing Directories, etc. are open to the public; any information given will be viewable to the general public. Rustica does make every effort to keep details such as email addresses private, but if you do select to have your email address shown it may be viewable by the general public.Children’s Privacy
Rustica is committed to keeping the details of children private by following the guidelines set out in the US, C.O.P.P.A Children’s Online Privacy Protection Act. Rustica does not collect private information from children under the age of 13 without written permission from the child’s parents or guardians.Cookies
Rustica may use small bits of data stored on your computer called ‘cookies’.Consent
Your access to and use of this website (“the Website”) is subject exclusively to these Terms and Conditions. You will not use the Website for any purpose that is unlawful or prohibited by these Terms and Conditions. By using the Website you are fully accepting the terms, conditions and disclaimers contained in this notice. If you do not accept these Terms and Conditions you must immediately stop using the Website.Advice
The contents of the Website do not constitute advice and should not be relied upon in making or refraining from making any decision.Changes to Website, Software, and Services
Rustica reserves the right to; change or remove (temporarily or permanently) the Website or any part of it without notice and you confirm that Rustica shall not be liable to you for any such change or removal. Rustica reserves the right to change, remove, or discontinue any product, service, or promotion (including but not limited to any previsions, parts thereof, licensing, pricing) as advertised on this website at any time without notice and you confirm that Rustica shall not be liable for any such change or removal. Rustica reserves the right to change or discontinue any promotional discount vouchers or coupon codes at any time with notice and you confirm that Rustica shall not be liable for any such change or removal. Changes in this agreement can be made at any time, and your continued use of the Website following any changes shall be deemed to be your acceptance of such change.Links to Third Party Websites
The Website may include links to third party websites that are controlled and maintained by others. Any link to other websites is not an endorsement of such websites and you acknowledge and agree that we are not responsible for the content or availability of any such sites.Copyright
The Intellectual Property Rights in this website and the materials on or accessible via it belong to ‘Rustica’ or its licensors. This website and the materials on or accessible via it and the Intellectual Property Rights therein may not be copied, distributed, published, licensed, used or reproduced in any way (save to the extent strictly necessary for, and for the purposes of, accessing and using this website). ’Rustica’ and the Rustica Logo are trademarks which belong to ‘Rustica’ and they may not be used, copied or reproduced in any way without written consent from ‘Rustica.’ For these purposes “Intellectual Property Rights” includes the following (wherever and whenever arising and for the full term of each of them): any patent, trademark, trade name, service mark, service name, design, design right, copyright, database right, moral rights, know-how, trade secret and other confidential information, rights in the nature of any of these items in any country, rights in the nature of unfair competition rights and rights to sue for passing off or other similar intellectual or commercial right (in each case whether or not registered or registrable) and registrations of and applications to register any of them.Limitation of Liability
The Website is provided on an “AS IS” and “AS AVAILABLE” basis without any representation or endorsement made and without warranty of any kind whether express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. To the extent permitted by law, Rustica will not be liable for any indirect or consequential loss or damage whatsoever (including without limitation loss of business, opportunity, data, profits) arising out of or in connection with the use of the Website. Rustica makes no warranty that the functionality of the Website will be uninterrupted or error free, that defects will be corrected or that the Website or the server that makes it available are free of viruses or anything else which may be harmful or destructive. Nothing in these Terms and Conditions shall be construed so as to exclude or limit the liability of Rustica for death or personal injury as a result of the negligence of Rustica, its products or that of its employees or agents.Indemnity
You agree to indemnify and hold Rustica and its employees and agents harmless from and against all liabilities, legal fees, damages, losses, costs and other expenses in relation to any claims or actions brought against Rustica arising out of any breach by you of these Terms and Conditions or other liabilities arising out of your use of this Website.Severability
In the event that any provision of this Agreement is declared by any judicial or other competent authority to be void, voidable, illegal or otherwise unenforceable or indications of the same are received by either you or us from any relevant competent authority, we shall amend that provision in such reasonable manner as achieves the intention of the parties without illegality or, at our discretion, such provision may be severed from this Agreement and the remaining provisions of this Agreement shall remain in full force and effect.Applicable Law and Dispute
This Agreement and all matters arising from it are governed by and construed in accordance with the laws of Utah whose courts shall have exclusive jurisdiction over all disputes arising in connection with this Agreement and the place of performance of this Agreement is agreed by you to be Utah.Headings
Headings are included in this Agreement for convenience only and shall not affect the construction or interpretation of this Agreement.Entire Agreement
These terms and conditions together with any documents expressly referred to in them, contain the entire Agreement between us relating to the subject matter covered and supersede any previous Agreements, arrangements, undertakings or proposals, written or oral: between us in relation to such matters. No oral explanation or oral information given by any party shall alter the interpretation of these terms and conditions. In agreeing to these terms and conditions, you have not relied on any representation other than those expressly stated in these terms and conditions and you agree that you shall have no remedy in respect of any misrepresentation which has not been made expressly in this Agreement. Rustica reserves the right to add, delete, or modify any provision of this Agreement at any time without notice.