Returns & Exchanges
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.
CHANGE OF MIND: STORE CREDIT, EXCHANGE OR REFUND
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. Products must be sent back to us within 5 business days from the date of your email requesting to return the items.
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).
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.
FAULTY OR DAMAGED: 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.
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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).
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Product/s must have been purchased from www.rawkanvas.co.nz online.
INCORRECT ITEM RECEIVED: REPLACEMENT
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.
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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).
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Product/s must have been purchased from www.rawkanvas.co.nz online.
CANCELLATION
- Due to our fast dispatch, cancellations may not be possible. All cancellations must be communicated to RAWKANVAS via info@rawkanvas.com but are not guaranteed.
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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.
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Cancellation Restock fee will apply: 15% restock fee will be deducted from your refund for cancellations.
View our full returns policy and return process
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.
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Not available in conjunction with any other offer.
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One promotional or rewards code per person, per transaction.
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While stocks last. If stock is not available of this gift due to selling out, your gift will be substituted for a similar gift.
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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.
REACTION/SENSITIVITIES
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.
