Exchange, Returns & Warranty

PLEASE NOTE THAT THERE MAY BE SHIPPING DELAYS DUE TO THE CURRENT COVID-19 GLOBAL SITUATION. PLEASE NOTE ONCE THE PARCEL IS IN THE POSTAL NETWORK WE ARE UNABLE TO PROVIDE YOU WITH A REFUND UNLESS THE ITEM IS FAULTY OR DAMAGED WHEN IT IS RECEIVED BY YOU. WE ARE HERE TO ASSIST AND WILL KEEP YOU UPDATED.

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. If you are unsure whether a product may be right for you we recommend purchasing a mini travel set. Discontinue use if a reaction occurs.

 

    CHANGE OF MIND: REFUND, EXCHANGE OR STORE CREDIT

    • 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.
    • Items, including any gift with purchase, can only be returned if they are in unused condition, 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. 
    • Items can be returned to us for refund, exchange or store credit to the value paid minus any shipping cost paid by you.
    • Once the returned items are received by us, we will process a refund to the original payment method.
    • Due to health and safety reasons, we are unable to accept opened products and any products past 14 days of receipt. 

    Bundling: If you received a discount based on bundling and no longer meet that bundling requirement once you’ve returned the item/s, 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 15% (total paid $127.50) when you return one item, you are no longer eligible for the discount and will receive a refund of $27.50 as the other 2 items revert to full price of $50 each, for a total cost of $100.

    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. A store credit, or exchange for a change of mind will be made for the amount on the original purchase.

       

      RETURNS PROCESS:

      1. 14 day skin satisfaction starts from the date that your RAWKANVAS product/s are delivered to you.
      2. Items, including gift with purchase, can only be returned if they are in unused condition, 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 or message us on +61401350193 within 14 days or receiving the item and we will provide you with the return address. 
      4. Send your 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. Once we have received the items back, you will receive an email confirmation once your return has been 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, an email will be sent to you with your a store credit gift card or refund notification.
          • Exchange: When your exchange has been processed, 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.

          Shipping costs: In case of an change of mind (not including faulty or broken items), you 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. A store credit, or exchange for a change of mind will be made for the amount on the original purchase receipt. 

          * Note to International Customers: 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. For international orders, if your package is unclaimed and is returned back to us, we may refund the amount of the products minus the cost of shipping to you, which will not be refunded. We will also not be able to refund purchases that were made from our stockists, but may qualify for store credit with proof of purchase.

           

          FAULTY OR DAMAGED PRODUCTS: REFUND, REPLACEMENT OR STORE CREDIT 

          We undertake to reimburse you for any product delivered to you that is faulty, or is in a damaged condition as per New Zealand Consumer Law.

          • We will send you a replacement at no extra cost to you, a store credit, or provide you with a refund 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 as soon as possible from the date of your order delivery.
          • Replacement: Where the goods are faulty (broken) or damaged and you would like a replacement, we will send a replacement to you at no cost to you and provide you with a prepaid returns 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 you return the goods for a refund, we will 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.
          • Please note that once you have been advised of the return address, the damaged/faulty (broken) Product/s will need to be shipped back to the return RAWKANVAS address within 5 business days at our expense.

          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 is dependent on how long it takes your bank to process the refund to your account).

          Please note: 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.

          * Note to International Customers: 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. For international orders, if your package is unclaimed and is returned back to us, we may refund the amount of the products minus the cost of shipping to you, which will not be refunded. We will also not be able to refund purchases that were made from our stockists, but may qualify for store credit with proof of purchase.

           

          RETURNS WITH AFTERPAY/LAYBUY

          • If you return an item purchased through Afterpay/Laybuy, follow the return procedure above.
          • Once we receive your return, we will email you confirmation of your refund.
          • Your personal agreement with Afterpay/Laybuy will stand and you will continue to pay any scheduled repayments.
          • For any repayment or refund queries please contact Afterpay/Laybuy.
          • A 10% restock fee will apply for change of mind and cancellation of orders.
           

          CANCELLATION

          • Please check that your billing and shipping address details are accurate before submitting your order.
          • Changes to your address details and/or delivery instructions must be communicated to RAWKANVAS via info@rawkanvas.com within 24 hours of you placing the 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.  
          • A 10% restock fee will apply for change of mind and cancellation of orders.

           

          PROMOTIONAL CODES

          • Limit one gift per customer, while stocks last. Qualifying purchase must be made in a single transaction.
          • Not available in conjunction with any other offer.⁠
          • One promotional 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.

           

          RETURNS PROCESS

            1. Get in touch: Email us at info@rawkanvas.com or message us on +64 9 889 5601 within 14 days or receiving the item.
            2. We'll get back to you: We will provide you with the return address. Please advise us of the return within 14 days of receiving the item.
            3. Pack & send your items back: Send your item/s to the provided return address within 5 business days of advising us about the return. Drop the parcel off at either an Australia Post Outlet or in a post office box. The customer is responsible for return shipping charges where there is a change of mind. Where an item is faulty (broken), we will provide you with a replacement and send a prepaid returns satchel for you to return the damaged goods back to us.
            4. Refund/exchange/credit: Returns from metro areas usually arrive to us within 6 business days but can be longer from regional, remote areas or WA/NT. Once your return/exchange has been received by RAWKANVAS, please allow 2-3 business days for us to process the refund. 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.
              • Refund: 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 (this depends on how long it takes your bank to process the refund back to your account).
              • Exchange or store credit: When your return has been processed, an email will be sent to you with your a store credit. When your exchange has been processed, an email will be sent to you with your new tracking number.

            For faulty (broken)/damaged items or warranties, please see here.

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