Refund policy

R & W Family Mercantile Return Policy

At R&W Family Mercantile, we value your satisfaction and strive to provide you with the best shopping experience possible. We understand that sometimes you may need to return or exchange items. To make this process as smooth as possible, we have outlined our return policy below.

1. Returns and Exchanges

1.1 Eligibility for Returns and Exchanges: You may return or exchange items purchased from R&W Family Mercantile under the following conditions:

• The item is in its original condition and packaging.
• You have a valid proof of purchase, such as a receipt or order confirmation.
• The return or exchange is requested within 30  days from the date of purchase.
• And the order was not customized with Names, Dates, or any other information. 

1.2 Non-Returnable Items: Certain items are non-returnable for hygiene and safety reasons. These include opened packages of needles, scissors, glue, and other consumable items as well as any customized items.  Please check with our staff for a comprehensive list of non-returnable items. 

2. Returns Process

2.1 In-Store Returns: To return or exchange an item in our physical store, please bring the item along with your proof of purchase to our store location. Our friendly staff will assist you in processing your return or exchange.

2.2 Online Returns: If you made a purchase online, you can initiate a return by following these steps:

• Contact our customer service team at info@rwfamilymercantile.com or 307-286-1908 to request a Return Authorization (RA) number.
• Package the item securely, including all original packaging and documentation.
• Include a copy of the RA number and your proof of purchase in the package.
• Ship the package to the address provided by our customer service team.

2.3 Return Shipping: Customers are responsible for return shipping costs unless the return is due to a product defect or an error on our part.

3. Refunds

3.1 Refund Method: Refunds will be issued in the same form as the original payment method. If you paid by credit card, the refund will be credited back to the same card. Please allow 5 business days for the refund to be processed.

3.2 Restocking Fee: A restocking fee of 15% may apply to returns of certain items. This fee will be deducted from the refund amount.

4. Store Credits

In lieu of a refund, you may opt to receive store credit for the value of the returned item. Store credits can be used for future purchases at R&W Family Mercantile.

5. Exceptions

5.1 Defective Items: If you receive a defective item, please contact our customer service team within 10 days of receiving the product. We will provide instructions for returning the item and will cover any associated shipping costs.

5.2 Custom Orders: Custom-made or personalized items are non-returnable unless they are defective or there was an error on our part in fulfilling the order.

6. Contact Us

If you have any questions or need assistance with a return or exchange, please don't hesitate to contact our customer service team at info@rwfamilymercantile.com  or 307-286-1908.

Please note that this return policy is subject to change, and the most current version will always be available on our website and in our store. We appreciate your understanding and look forward to serving all your crafting needs at R&W Family Mercantile