14 Day Returns

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.

We are happy to offer a store credit, exchange, or refund on an unused and unopened item purchased from us within 14 days of receiving the item.

However we also understand that online shopping doesn’t allow you to see if something is right for you. We are happy to offer a store credit, exchange, or refund on an unused and unopened item you've purchased from us at www.rawkanvas.co.nz- just contact us within 14 days of receiving your order. Due to health and safety reasons, we are unable to accept opened products and any products past 14 days of receipt. 

Change of Mind
If you've had a change of mind about a product that you've ordered from rawkanvas.co.nz, the item/s (including any gift with purchase received as part of your purchase) will need to be returned to us unopened and unused, in the original packaging. 
  • If within 14 days you decide that you have changed your mind, we will provide you with a refund, exchange or store credit of the purchase price minus any shipping paid by you. 
  • Items, including any gift with purchase, can only be returned if they are in unused condition, with all seals and packaging still in tact.
  • If you wish to return your product/s within 14 days of receiving them, simply email us at info@rawkanvas.com and we will provide you with a return address.
  • Please note that once you have been advised of the return address, the items will need to be shipped back to the return RAWKANVAS address within 5 business days.
  • Shipping fees associated with the return of goods are at the sole responsibility of the customer. The exception to this is where we have deemed the product to be faulty (broken), we will arrange the method of return at our own cost. Once we have received the items at our warehouse we will provide you with the refund.
  • Due to health and safety reasons, we are unable to accept opened products and any products past 14 days of receipt. 

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. We recommend purchasing a travel set if you are unsure about whether the products may be suitable for you. Discontinue use if a reaction occurs.

Bundling discount: 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: Please note that 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 and minus return shipping costs.

    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.

     

    Incorrect Item/Damaged on Arrival
    If you have received an item that is incorrect (mistakes happen), or the item/s arrived damaged from rawkanvas.co.nz, please take a photo and email us at info@rawkanvas.com or call us on +64 9 889 5601 within 5 days of delivery.
     
    Faulty (Broken) Item
    If the item you have received is faulty (broken) from rawkanvas.co.nz, please email us at info@rawkanvas.com with a photo and a description of the product fault.

     

    RETURNS PROCESS

      1. Get in touch: Email us at info@rawkanvas.com or call 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. 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. We recommend using a trackable service as RAWKANVAS will not be responsible for any items not received by us due to having no tracking.
      4. Refund/exchange/credit: 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.

       

      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.

       

      RETURN INSTRUCTIONS

      Bundling discount: 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: Please note that 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.

        * 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.

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