Returns, Exchanges & Warranty

If there’s one thing we know, it’s that your skincare journey is as unique as your skin itself. So, if you don’t feel like you’re on the right journey, we are happy to help you on your way.

We offer a 14 day returns for store credit, exchange, or refund on items in their original condition, unused and with packaging and lids still in tact purchased from RAWKANVAS. Get in contact with us via info@rawkanvas.com within 14 days of receiving the items so we can explore your options with you.

Return shipping costs, these are the responsibility of the customer (unless faulty).

*Used products, minis and mini sets cannot be exchanged or refunded (unless faulty).

1. CHANGE OF MIND: EXCHANGE, STORE CREDIT OR REFUND

We are happy to offer a store credit, exchange, or refund on an unused and unopened item purchased from us with 14 days of receiving the items. Products must be sent back to us within 5 business days from the date of your email requesting to return the items.

If you changed your mind please email info@rawkanvas.com within 14 days of receiving the item.
Product/s must have been purchased from www.rawkanvas.co.nz online.
Eligible items, including any gift with purchase, can only be returned if they are in unused condition, free from damages or modifications, with all seals and packaging still in tact. Due to health and safety reasons, we are unable to accept opened products and any products past 14 days of receipt.
Eligible items can be returned to us for refund, exchange or store credit to the value paid, minus the original cost of shipping to you, paid by us or you as the customer (this includes orders that received "free shipping" where the actual shipping cost was paid by us) and minus a 15% restock fee for change of mind. The customer is responsible for return shipping costs.
Once the returned eligible items are received by us, we will process a refund to the original payment method.
RAWKANVAS reserves the right to reject the returns of goods which do not meet the eligibility criteria. If your item/s are returned used or damaged, we reserve the right to reject the refund request and will provide you with the option for us to send the item/s back to you at your expense or destroy the item/s with no refund provided.
To be eligible for a return:

the item must be not physically damaged from dropping or mistreatment; and
the item must be unused, with all packaging and seals still in tact; and
the the item was purchased online at rawkanvas.co.nz.

Pre-packed sets: If you purchase a pre-packed set (ie The Clear Essentials etc), as packs are discounted and not individually priced, we are unable to accept individual product returns and we are unable to accept the set back for return if any product from the set has been used.

Bundling discount (Select 3+ Products & Save 10%): If you received a discount based on bundling (ie purchase 3 and save 10%), if you return any item from that bundle and no longer meet the minimum quantity of products for the discount once you’ve returned the item/s (ie 3 products to receive the discount), the items you keep will default back to the original non-discounted price and this will be factored in your refund. For example, if you purchased 3 items at $50 with a bundling discount of 10% (total paid $135.00) when you return one item, you are no longer eligible for the discount and will receive a refund of $35.00 as the other 2 items revert to full price of $50 each, for a total cost of $100. If you still meet the minimum quantity of products required for the bundle discount (ie 3 products), your refund for the returned unused item/s will be the original price minus the bundling discount.

Gift with purchase: If upon returning items you are no longer eligible for the gift with purchase which you received as part of your purchase (due to not meeting the required conditions to receive the gift), the gift will also need to be returned in unused condition with all seals and packaging in tact. If the gift with purchase has been utilised, any refund provided will be minus the advertised value of the gift with purchase.

Shipping costs: In case of a change of mind (not including faulty or broken items), the customer will be responsible for the cost of shipping the item back to us and we will pay for the new exchanged product(s) to be shipped to you from our warehouse. If you would like a refund for change of mind, any refund will be minus the original cost of shipping to you, paid by us or you as the customer (this includes orders that received "free shipping" where the actual shipping cost was paid by us) and minus a 15% restock fee for change of mind. The customer is responsible for return shipping costs.

Unclaimed parcels: If your package is unclaimed and is returned back to us or you would like a refund for change of mind, any refund will be minus the original cost of shipping to you, any shipping costs charged to us by the courier to return the parcel back to us and any restock fee, which will not be refunded. A $10 fee will be charged to resend any items to you if they are returned to us.

Sensitivities/Reactions: Eligible items, including any gift with purchase, can only be returned if they are in unused condition, with all seals and packaging still in tact. Unfortunately we are not able to accept returns for used products that you have sensitivities or reactions to. We include our full list of ingredients, the scent profile, inclusion of essential oils and texture on our website to allow customers to be fully informed with all important information prior to purchase. Different skin types and conditions may react differently to our products. We encourage customers to understand how their skin responds to different ingredients. We recommend trying one product at a time or purchasing a trial set to ensure the products are compatible with your skin before upgrading to the full size products. We are very happy to answer any questions about our products if you need advice.

Change of Mind Restock fee: 15% restock fee will be deducted if you choose a refund rather than an exchange for change of mind.

Returns Process:

1. 14 day returns starts from the date that your RAWKANVAS product/s are delivered to you.

2. Eligible or items, including gift with purchase, can only be returned if they are in unused condition, not damaged or mistreated, with all seals and packaging still in tact. Due to health and safety reasons, we are unable to accept opened products and any products past 14 days of receipt.

3. Email us at info@rawkanvas.com within 14 days of receiving the item and we will provide you with the return address.

4. Send your eligible item/s to the provided return address within 5 business days of advising us about the return.

5. The customer is responsible for return shipping charges where there is a change of mind.

6. RAWKANVAS reserves the right to reject the returns of goods which do not meet the eligibility criteria. If your item/s are returned substantially used or damaged, we reserve the right to reject the refund request and will provide you with the option for us to send the item/s back to you at your expense or destroy the item/s with no refund provided.

7. To be eligible for a return:

the item must be not physically damaged from dropping or mistreatment; and
the item must be unused, with all packaging and seals still in tact; or the product is faulty; and
the the item was purchased online at rawkanvas.com.

You will receive an email confirmation once your return has been received by us at our warehouse and processed. Once your return/exchange has been received by RAWKANVAS, please allow 2-3 business days for us to process the refund. Please allow 5-10 working days for the refund amount to appear in your account after we have processed your return (this depends on how long it takes your bank to process the refund back to your account).

Refund/store credit: When your return has been processed and received at our warehouse, an email will be sent to you with your a store credit gift card or refund notification.
Exchange: When your exchange has been processed and received at our warehouse, an email will be sent to you with your new tracking number.

RAWKANVAS understand the product/s may arrive back to us after the period has ended, so don't worry, once we get it, we'll let you know and process a refund. We advise you use a traceable postage service as RAWKANVAS will not be responsible for parcels that do not reach our warehouse.

*Note to International Customers (outside of New Zealand): Because duties and taxes are collected by the government in the country where the goods are received (and not by RAWKANVAS), we do not reimburse for these expenses.

2. FAULTY OR DAMAGED PRODUCTS: REPLACEMENT OR REFUND

We undertake to reimburse you for any product delivered to you that is faulty (broken), or is in a damaged condition as per New Zealand Consumer Law in the form of a replacement product sent to you at our cost.

If you receive a faulty (broken), or damaged product that you've purchased from www.rawkanvas.co.nz, please notify us and send us a photograph of the damage or defect to info@rawkanvas.com within 5 business days from the date of your order delivery (including a photo of the shipping box).
Product/s must have been purchased from www.rawkanvas.co.nz online.

Returns Process:

We will send you a replacement product or spare part at no extra cost to you (if the product can be fixed) or provide you with a refund (if the product cannot be fixed) once the original Product/s are returned to us.
If you receive a faulty (broken), or damaged product, please notify us and send us a photograph as proof of the damage or defect to info@rawkanvas.com within 5 business days from the date of your order delivery. Please note that once you have been advised of the return address, the damaged/faulty Product/s will need to be shipped back to the return RAWKANVAS address within 5 business days at our expense.

Replacement: Where the goods are faulty (broken) or damaged, we will send a replacement product or spare part to you at no cost to you and provide you with a prepaid return satchel so you can mail the faulty (broken) goods back to us at no cost to you.

Refund: Where the goods are faulty (broken) or damaged and cannot be replaced or fixed with a spare part, we will refund the item and reimburse you for the standard shipping fee to return the item back to RAWKANVAS. The Standard Shipping fee refers to the cost of a New Zealand Post Parcel Post satchel with no extra insurance and no signature on delivery. Extra insurance and signature on delivery will be at your own cost. In case of a refund, most returns are processed to your original payment form within 2-3 business days of receipt of the items. You will receive an email confirmation once your return has been processed. Please allow 5-10 working days for the refund amount to appear in your account after we have processed your return (please note this depends on how long it takes your bank to process the refund to your account).

Shipping Costs: Where we have sent you faulty (broken), or damaged item(s), we will cover the costs associated with you having to return the item(s) back to us for a refund. This refund will not exceed our standard shipping fee for the item(s)* needing to be returned and can only be paid once the item(s) has been received by us. In case of faulty (broken), incorrect or damaged items, we will be responsible for the cost of shipping the new exchanged product(s) to you from our warehouse. Refund payments for incorrect, faulty (broken), or damaged item(s) will be made for the amount on the original purchase receipt and will include the standard shipping fee to return the goods back to us.

3. INCORRECT ITEM RECEIVED: REPLACEMENT

If you receive an item that you have not ordered that you've purchased from www.rawkanvas.co.nz, please notify us and send us a photograph of the product(s) to info@rawkanvas.com within 5 business days from the date of your order delivery (including a photo of the shipping box).
Product/s must have been purchased from www.rawkanvas.co.nz online.

4. RESTOCK FEE RETURNS WITH AFTERPAY/LAYBUY/ZIP/PAYPAL/CREDIT CARD

If you return an item purchased through Afterpay/Laybuy/Zip, follow the return procedure above.
Once we receive your return, we will email you confirmation of your refund.
Your personal agreement with Afterpay/Laybuy/Zip will stand and you will continue to pay any scheduled repayments.
For any repayment or refund queries please contact Afterpay/Laybuy/Zip.
Change of Mind Restock fee: 15% restock fee will be deducted from your refund for change of mind returns.

5. CHANGE OF ADDRESS/INCORRECT ADDRESS/UNCLAIMED ITEMS

Please check that your billing and shipping address details are accurate before submitting your order.
RAWKANVAS will not be responsible for any delivery made to an address incorrectly selected by the customer. Please check your address details are accurate before submitting your order and when you receive your order confirmation.
Changes to your address details and/or delivery instructions must be communicated to RAWKANVAS via info@rawkanvas.com immediately after placing the order or prior to dispatch.
Unclaimed parcels: If your package is unclaimed and is returned back to us or you would like a refund for change of mind, any refund will be minus the original cost of shipping to you, any shipping costs charged to us by the courier to return the parcel back to us and any restock fee, which will not be refunded. A $10 fee will be charged to resend any items to you if they are returned to us.

6. CANCELLATION

Where an order has not been assigned a tracking number, a cancellation may be occur. All cancellations must be communicated to RAWKANVAS via info@rawkanvas.com immediately after placing the order. Once an item has been allocated a tracking number, we cannot cancel an order.
RAWKANVAS can cancel your order once you, the buyer, has submitted the order within 24 hours of you placing the order if we have reasonable grounds to suspect that your order on our website is fraudulent.
Cancellation Restock fee will apply: 15% restock fee will be deducted from your refund for cancellations.

7. 60 DAY SATISFACTION GUARANTEE

At RAWKANVAS our goal is to help you look and feel confident, which is why we offer a 60-day Satisfaction Guarantee for our skincare products for purchases made from 8 July 2024. We focus on helping our customers improve their skin naturally, enhancing their confidence. If you don't experience improvements, we understand that our products may not work for everyone, and that's ok!

Please ensure you read and understand the terms below, as they determine if you qualify for the Satisfaction Guarantee:

How to Qualify:

Request a Free Expert Skin Consult with a RAWKANVAS skin expert and purchase the products recommended for you, based on your answers.

The Satisfaction Guarantee is only valid if you purchase the recommended full-size skincare set/products (excluding minis/design your own bundle/sunscreen/mystery box/founders box) from your free skin consult with a RAWKANVAS skin expert. This ensures you’re using the most suitable products for the best results.
Share all other skincare products, supplements, and medications (e.g roaccutane, antibiotics) you are taking as these can have an impact on your skin results.

Take pictures twice a week to monitor your progress including timestamps.
Evaluate your progress during the 60 days of using the skin consult recommended full-size skincare. If after 4 weeks you have not seen an improvement, reach out to info@rawkanvas.com to get additional support. If there has been no improvement after 60 days, reach out to us via email at info@rawkanvas.com.

The Satisfaction Guarantee is only valid if you take action to troubleshoot skin purging or optimising your results before the 60 day period by reaching out to info@rawkanvas.com.

To Opt for the Satisfaction Guarantee:

Contact our customer care at info@rawkanvas.com.au and supply your twice-weekly, time-stamped progress photos (this is required to move forward with the enquiry).
Once we receive your enquiry, one of our support team members will respond within 1-2 business days to check in and make some recommendations.
If returning products, it is your obligation to pay the return postage. We highly recommend opting for tracking for delivery verification purposes. We will not be held responsible for products not received by us.
All refunds are processed via the same payment method used to make the purchase. Depending on the original payment method, refunds can take 5-10 business days to appear on your statement.

Please Note:

To claim the Satisfaction Guarantee, you must use the recommended full-size skincare set for a minimum of 60 Days.
Our ingredients for each of our products are all listed clearly on each product page and it is your responsibility to read the ingredient list before you purchase. It is your responsibility to confirm that you have no known irritants, reactions, or allergies to the ingredients.
The Satisfaction Guarantee is only valid for symptoms of impaired skin barrier (dehydrated, mild breakouts and overall skin health). It does not apply to skin conditions that can be linked to poor overall health such as: Eczema, Acne, Rosacea, Psoriasis, Dermatitis, Fine Lines, Wrinkles, Age Spots, Milia, Skin Tags, Pigmentation.
Share all other skincare products, supplements, and medications (e.g roaccutane, antibiotics) you are taking as these can have an impact on your skin results.
Included Products: Only full-size skincare sets (Anti-Ageing Simple Routine, Anti-Ageing AM PM Routine, Breakout Prone Simple Routine, Breakout Prone AM PM Routine, Combination Simple Routine, Combination AM PM Routine, Dry + Dehydrated Simple Routine, Dry + Dehydrated AM PM Routine, Redness + Rosacea + Sensitivity Simple Routine, Redness + Rosacea + Sensitivity AM PM Routine, Peri/Menopause Simple Routine, Peri/Menopause AM PM Routine) are eligible under the Satisfaction Guarantee.
Excluded Products: Minis, Mini Trial Sets, Sunscreen, Mystery Box, Founders Box, Design Your Own Set, and products not selected as part of the RAWKANVAS personalised skin consult with a RAWKANVAS skin expert.
If you have purchased the recommended full-size set and have not completed a minimum of 8 weeks of of using the full-size skincare set but request a refund, you will not qualify for the guarantee.
We must receive your enquiry within 60 days of the date you receive your order.
The amount refunded will be less the original shipping paid by us (including when you received free shipping as we pay for shipping).
All refunds are processed excluding any shipping costs.
The Satisfaction Guarantee is only valid for customers ordering directly from www.rawkanvas.co.nz.
The Satisfaction Guarantee is not valid if you don’t like the feeling, scent, colour, or texture of the products.
The Satisfaction Guarantee is not valid for sensitivities or reactions. We include our full list of ingredients, the scent profile, inclusion of essential oils and texture on our website to allow customers to be fully informed with all important information prior to purchase. Different skin types and conditions may react differently to our products. We encourage customers to understand how their skin responds to different ingredients. We recommend trying one product at a time or purchasing a trial set to ensure the products are compatible with your skin before upgrading to the full size products. We are very happy to answer any questions about our products if you need advice.
The Satisfaction Guarantee is not valid if you are purging as this is a sign of excess congestion coming out of the skin which is necessary and a sign the products are working to improve your overall skin health.
Satisfaction Guarantee claims are only valid on your first purchase with us. Repeat orders will not be refundable under the RAWKANVAS 60 Day Satisfaction Guarantee policy.

These guidelines also ensure we can continue to provide quality products to our happy customers. Returning RAWKANVAS products without complying with our policy will unfortunately deem your transaction non-refundable.

8. PROMOTIONAL CODES/REWARDS POINTS/GIFTS

One gift per person. Not valid with the purchase of a Gift Voucher. Not valid with any other gift promotion. If the item is sold out we may substitute the gift with purchase with another item of equal or greater value.

Limit one gift and/or discount per customer. Qualifying purchase must be made in a single transaction. Limit one use of any code.
Not available in conjunction with any other offer.⁠
One promotional or rewards code per person, per transaction.
While stocks last. If stock is not available of this gift due to selling out, your gift will be substituted for a similar gift.
Please note once an order is placed we are unable to retrospectively add a promotional code to your order. We are unable to amend an order to include a discount code once the order has been sent, free gifts are not able to be sent out after the fact if a code has not been applied to the order.

9. STOCKIST PURCHASE

If you purchased your products from a stockist of RAWKANVAS, you are bound under that retailer’s Returns and Exchanges Policy and must return to place of purchase for assessment in accordance with their policies.

10. INFORMATION ON WEBSITE AND ANY ADVICE PROVIDED

Individual customer experiences with RAWKANVAS products may vary with respect to both effectiveness and potential adverse reactions. Results given in testimonials are from real customers who have used RAWKANVAS products, but similar results cannot be guaranteed. Individual results may vary depending on skin type, sensitivity, age, usage, diet, lifestyle, environmental factors and how the product is applied. Before making any changes to your skincare routine, your health or otherwise, seek medical advice to discuss and evaluate any associated risks.

RAWKANVAS is not liable for any individual reaction to any particular ingredient. Please remember to read our labels and ingredient lists carefully and follow the appropriate directions for use. If you have a specific allergy or sensitivity, do not use ingredients that may trigger a reaction. An allergy patch test is recommended if there is any doubt or history of skin reactions. Discontinue use if a reaction occurs.

RAWKANVAS provide information that is general in nature and is based on a personal experience. Any information on our Website is not a substitute for medical advice.

RAWKANVAS may provide advice or give recommendations to you with respect to skincare products if you request our advice or recommendations on the Website or via other methods or platforms (e.g. text message, email or on social accounts). The Service or any other information on the Website is provided strictly for general information purposes and should not be construed as specific or medical advice to your particular need. The advice and recommendations given via the Service are suggestions only based on our experience and understanding of the Goods and, where applicable, on the information provided by the Buyer. The Seller's advice and recommendations, including with respect to Goods, do not come with any guarantee or warranty of success or suitability.

RAWKANVAS' advice is not intended to be professional medical advice, diagnosis or treatment. Always seek the advice of your physician or other qualified health professional with any question or issue you may have regarding the condition of your skin, or other medical condition. Do not disregard professional medical advice or delay in seeking it because of something you have read on this Website, or pursuant to using our Service. We encourage you to seek medical advice if you are unsure about any recommendations, our products or advice.

Please Choose Your Region