Returns & Replacements

Customer Care

Returns & Replacements

For change of mind...

Free Returns
To be eligible for a refund/exchange, all purchases must be returned within 30 days from the date of purchase. Any product being returned for change of mind must be:

  • In its original condition
  • In its original packaging
  • Unworn, unmarked and unwashed
  • Tags still attached

Returns for a refund or exchange cannot be completed in-store. Please note, FREE returns are only applicable on orders shipped within Australia.

Exclusions from Free Returns:

  • Pre-Order product that is made to order
  • Surfboards and Surf Accessories
  • Discounted products (indicated buy a crossed out original price and new discounted price displayed in Red)
  • Returns from New Zealand (Sorry we are working on it)

To request a return please have your order number and email you used to place the order. Visit https://rusty.com.au/a/returns to start the process. Please note your return number generated for future reference.

A return label will be generated once you complete your online return. Please re-use the original Rusty bag (its re-sealable), print the label out, fold and stick to the satchel. If the package does not reach us safely, we won’t be able to complete the refund.

PLEASE NOTE items returned to us cannot be resent back to you.

 

For Exchanges….

Please place a new order as do not provide an exchange service.


For faulty products...
Returns due to a faulty product will be accepted by Rusty within a reasonable time after purchase, after which we will make a full assessment of the product. We will judge all returns of faulty products on a case by case basis. To obtain a replacement or refund, you will need to provide evidence of the purchase and fault with photographs and/or receipts. For more information regarding returns please email online@rusty.com.au

 

For Creatures of Leisure products...
We stock a small collection of Creatures of Leisure products. For leashes, Creatures of Leisure guarantees 2 years from the date of purchase against defects in materials and workmanship. This guarantee does not cover fin cuts, natural wear and tear, neglect or abuse. All other Creatures of Leisure products come with a 1 year warranty from the date of purchase against defects in materials and workmanship. This guarantee does not cover natural wear and tear, incorrect application, neglect or abuse.

 

For Futures products...
We stock a small collection of Future Fins products. Futures offers a 1 year limited warranty from the date of purchase against manufacturing defects. This guarantee does not cover natural wear and tear, inappropriate use or alterations to the product and will be repaired or replaced at the discretion of Futures Fins.


For all other general enquiries and feedback please contact rusty@rusty.com.au or call 1800 659 578 (hours include 7:30a.m. to 5:00p.m. W.A.S.T from Monday to Friday).