Refund policy

The Rustic Treehouse

Return & Refund Policy

Effective Date: April 2, 2026

All Sales Are Final on Personalized Items

At The Rustic Treehouse, every product is made-to-order and custom engraved specifically for you — including tumblers, coasters, pens, and all other laser engravable items. Because of the personalized nature of our work, all sales are final. We do not accept returns or exchanges due to buyer's remorse or a change of mind.

Please review all custom text — including names, dates, spellings, and any special instructions — carefully before completing your purchase.

No Cancellations or Order Changes

Once an order is placed, production begins immediately. We are unable to cancel, modify, or make changes to any order after it has been submitted. This includes changes to engraving text, product selection, quantity, or shipping address.

Please double-check all order details before checking out.

Our Error — Free Replacement Guarantee

We stand behind our craftsmanship. If your item arrives with an error that was made on our end, we will make it right — free of charge. This includes:

Incorrect engraving text (different from what you submitted)
Wrong item sent
Defect caused during the production process

To request a replacement, please email us within 7 days of receiving your item at joslyn@therustictreehouse.com with the following:

Your order number
Clear photos of the item showing the error or defect
A brief description of the issue

Once we review and confirm the error is on our end, we will ship your replacement promptly at no cost to you.

Items Damaged in Transit

If your order arrives damaged due to shipping, please email us at joslyn@therustictreehouse.com within 7 days of delivery with your order number and photos of both the damaged item and the original packaging. We will work with the carrier and do our best to resolve the issue as quickly as possible.

What We Cannot Accommodate

The following situations are not eligible for a replacement, refund, or exchange:

Incorrect information submitted by the customer at checkout (wrong name, misspelling, incorrect date, etc.)
Buyer's remorse or a change of preference after purchase
Items that have been used, altered, or damaged after delivery
Requests made more than 7 days after confirmed delivery

We engrave exactly what you provide. It is the customer's responsibility to review all custom text before placing an order.