
Terms & Conditions
Our Worry-Free Satisfaction Guarantee
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 expectation. 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 (https://rustica.com/terms-conditions/) so we set proper expectations and the return page (https://rustica.com/returns/) 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.
Our Guide for Your Custom Order
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 included here. We have also shared other important details about the order and shipping process. We want to ensure that your experience and product is everything you are expecting.
Online Orders
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.
Phone Orders
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 an order placed over the phone to verify it is correct.
Upon Delivery
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.
Before Installation
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.
Production & Shipping Lead Times
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
Instructions for your product can be found on our website here: https://rustica.com/instructions/
Important Shipping and Production Information
•Orders for only hardware, and other products that are under the shipping size limitation ship via a small pack. Carriers like FedEx or UPS have a maximum length of 8 feet. Tracks and headers over 8ft will be sent in equal pieces less than 8ft long.
•Assembled doors ship via an LTL freight carrier like Estes Express or Old Dominion Freight Lines.
•IMPORTANT SHIPPING INFORMATION
oPlease do NOT destroy or dispose of the crate your door is shipped in until you are completely satisfied with your product. Rustica is not responsible to provide another shipping crate should you dispose or destroy the one we shipped your product in if the door needs to be returned.
oFreighted items include curbside delivery for items that are not oversized. Typically, oversized items are doors larger than 4 feet 6 inches wide or 7 feet tall. In some areas (dependent on the local freight carrier) you may be required to assist in removing the crate from the truck or pick up from the local hub.
oOversized items may require pick up at the freight carrier hub or some arrangements to get the crate off the truck. The shipper is not responsible for additional costs associated with the delivery or pick up of oversized crates.
oCurbside delivery does NOT include transporting the crate onto your premise, up driveway or to your door.
oIf you have a difficult to navigate street you may have to meet the truck and receive the shipment at the closest point to your curbside as possible.
oIn some cases, an additional charge can be negotiated with the freight company to deliver the crate closer to the desired location, but Rustica is not responsible for this cost.
oPlease do not schedule the installation for your product until it has arrived, and you are completely satisfied. Rustica is not responsible for any contractor’s installation or rescheduling fees.
oPlease 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.
oIf there is a manufacturing responsibility error with your order, we can only arrange pickup from where the product was dropped off.
•Production times and expectations
oYou can find estimated production times on each product page.
oRemember 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.
oThere are no cash refunds for late orders.
•International Shipping
oWe love to serve all our customers across the globe. Unfortunately, due to the variance of customs policies around the world we do not assume any responsibility of freight, duties, or taxes outside of the US. However, we do offer everyone our standard free shipping for barn doors, hardware, and mantels in the continental US. We strongly recommend that the buyer contact a freight forwarding company in the continental US to receive the product from us on your behalf. You can contact almost any international freight company for recommendations for your country. Please note that upon delivery to the freight forwarder ownership of the product transfers to the buyer. From that point on all freight, duties, taxes (import and export) and brokerage fees will be the buyer’s responsibility. We cannot be responsible for any international freight costs (or returns) so we recommend the product be inspected carefully by the freight forwarder upon receipt.
•Shipping Address
oPlease provide a physical address to ship your order to be delivered to.
oIf you need to change this address once the order has been placed, please contact us prior to your order shipping and we will gladly update your shipping address.
oIf you contact us once your order has left our facility to request a different shipping address, we will do what we can to ensure this change is made but cannot guarantee delivery. There may be a "reroute fee" for this and it will increase the shipping time so please try and make sure that we have the correct shipping address prior to your order leaving our facility.
LIMITED WARRANTY ON RUSTICA PRODUCTShttps://rustica.com/warranty-information/
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, ANDA 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, ANDA 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 barn 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
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