EXCHANGES, RETURNS & WARRANTY POLICY

You don’t hear us talk about this much because we don’t get asked for returns very often. We want you to be completely satisfied with your purchase and we will do what we can to ensure your happiness. It is of the utmost importance to RAWKANVAS that we deal with your concerns quickly, efficiently, fairly and in a transparent manner. We'll do whatever we can to solve your problem in a fair, ethical and compassionate manner. 

 

    SKINCARE & BOTTLES: CHANGE OF MIND

    • If the product is not for your skin, or is incompatible with your skin, or you've changed your mind please email info@rawkanvas.com within 14 days of receiving the item.
    • Product/s must have been purchased from www.rawkanvas.com online.
    • Full priced items can be returned to us for a money back, full refund to the value paid.
    • Sale items can returned to us for a money back, full refund to the value paid.
    • 14 day skin satisfaction promise starts from the date that your RAWKANVAS product/s are delivered to you.
    • The product must be:
      •  95% unused condition;
      • in its original packaging; and
      • in the same condition that you received the product.
    • 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. Please advise us of the return within 14 days of receiving the item.
    • 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 or your skin wasn't a fan, we will pay for the return shipping costs.
    • 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.
    • Once your return/exchange has been received by RAWKANVAS, please allow 2-3 business days for us to process the 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 is dependant on how long it takes your bank to process the refund back to your account).
    • When your return has been processed, an email will be sent to you with your a store credit gift card or refund notification.
    • When your exchange has been processed, an email will be sent to you with your new tracking number.

    Please note: You are responsible for shipping costs and the safe return of the item(s) back to us for change of mind. Any goods for a change of mind returned to us will be at your expense. In case of an exchange or refund (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 minus the cost of the original shipping. 

    * 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 SKINCARE 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 Australian 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, or damaged product, please notify us and send us a photograph as proof of the damage or defect to info@rawkanvas.com within 48 hours of your order delivery, prior to returning the damaged goods. 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. 
    • Where the goods are faulty or damaged, we will reimburse you for the standard shipping fee to return the item back to RAWKANVAS.
    • 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 dependant on how long it takes your bank to process the refund to your account).

    Please note: Where we have sent you an incorrect, faulty, or damaged item(s), we will cover the costs associated with you having to return the item(s) back to us. 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, 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, 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.

     

    FAULTY WATER BOTTLES: 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 Australian Consumer Law. The Product refers to the glass component, base and lid of the crystal glass bottle sold on rawkanvas.com.

    • We will send you a replacement at no extra cost, a store credit, or where we are unable to replace or repair, we will provide you with a refund once the original Product/s are returned to us.
    • If you receive a faulty, or damaged product on delivery, please notify us and send us a photograph as proof of the damage or defect with a detailed description of the damage/defect to info@rawkanvas.com within 48 hours of your order delivery, prior to returning the damaged goods. 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. 
    • Where the Product/s are faulty or damaged, we will reimburse you for the standard shipping fee to return the item back to RAWKANVAS.
    • 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 dependant on how long it takes your bank to process the refund to your account).

     

    WARRANTY FOR WATER BOTTLES

    We warrant to you that the Product meets all standards of usability, reliability and durability and shall be free from any material defects arising from manufacture and/or correct usage for three months against manufacturer's defects from the date of your purchase. Please note that once you have been advised of the return address, the damaged/faulty items will need to be shipped back to the return RAWKANVAS address within 5 business days. 

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

    • We will send you a replacement at no extra cost, a store credit, or where we are unable to replace or repair, we will provide you with a refund once the original goods are returned to us.
    • All warranty claims must be submitted to info@rawkanvas.com and include a photo of the manufacturer’s defect, a description of the problem in detail, and the original retail receipt. The Warranty is valid only to the original purchaser.

    A. WHAT WE COVER: Except for the foregoing replacement or repair obligations, RAWKANVAS shall have no liability for any other loss, damage or expense, arising out of or in connection with the Product or its use. The sole obligation and liability of RAWKANVAS under this warranty shall be to conduct a free repair or provide a replacement product, and if we are unable to do so, provide a refund during the warranty period where a RAWKANVAS service agent determines that the product contains material defects arising from normal use of the Product.

    If your item is faulty within the warranty period please reach out to us via info@rawkanvas.com or via +61401350193 so we can organise a replacement or repair with photographs/videos of the fault or damage. Please do not attempt to fix the fault yourself prior to notifying us. Please do not utilise any parts from other bottles, be it RAWKANVAS bottles or non-RAWKANVAS bottles as each bottle has a specific lid and base that cannot be interchanged between other bottles and any attempt to utilise different pieces will void your warranty.

    It may be determined, solely at the discretion of RAWKANVAS or its service agent, that a repair will be performed instead of a replacement product. It is understood that RAWKANVAS has no obligation whatsoever to do perform such a repair, but may, at its option, elect to do so. In such event, RAWKANVAS or its service agent will perform the necessary repair, including cost of labor in the actual performance of the repair product. Any other costs associated with or arising out of the repair will be the responsibility of the Customer.

    Except for the foregoing replacement or repair obligations, RAWKANVAS shall have no liability for any other loss, damage or expense, arising out of or in connection with the Product or its use.  

    B. WHAT IS NOT COVERED: This warranty does not cover Product damage caused by mishandling, misuse, damage from excessive heat or exposure to weather conditions, physical or chemical abuse, acts of nature, attemptong to fix the Product yourself or by a third party, or utilising parts from other products that are not specific to your particular bottle or as further set out below:

      1. Damages caused to any part of the Product as a result of inattention or improper usage such as but not limited to: scratching, bouncing, falling, smashing, crushing, breakage in the dishwasher, overtightening of the lid or base causing damage etc.
      2. Failure to function and/or damage to any part of the Product caused by unjustifiable repair or modification performed by yourself or a third party without prior written permission from RAWKANVAS
      3. Failure or damage to any part of the Product caused by utilising parts that were not provided with the specific RAWKANVAS bottle which you received (e.g. utilising a bottle base that is part of another bottle on a new replacement bottle as each bottle base and bottle lid is specific to the glass bottle, utilising parts from non-RAWKANVAS products on a RAWKANVAS product). Our manufacturers warranty does not cover breakage caused from improper usage, utilisation of parts that did not arrive with the specific product.
      4. Aesthetic changes occurring to the Product due to normal wear, tear and normal ageing of the Product e.g. scratches, peeling, fraying of the handle etc.
      5. General wear and tear to any part of the bottle from normal usage.
      6. Paint and graphics on your bottle can be chipped and scratched from everyday normal wear and tear, abrasion, impacts, or repeated runs through the dishwasher, and this is not a defect. 

    C. WARNINGS:

    • Do not freeze your RAWKANVAS bottle
    • Use caution when filling with hot liquids
    • Do not put your RAWKANVAS bottle or stainless steel parts in the microwave
    • Warranty does not cover normal wear and tear or breakage from abuse or misuse

    Please note: Where we have sent you an incorrect, faulty, or damaged item(s), we will cover the costs associated with you having to return the item(s) back to us. 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, 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, 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

    • If you return an item purchased through Afterpay, follow the return procedure above.
    • Once we receive your return, we will email you confirmation of your refund.
    • Your personal agreement with Afterpay will stand  and you will continue to pay any scheduled repayments.
    • For any repayment or refund queries please contact Afterpay on 1300 100 729 

     

    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. 

     

    RETURN INSTRUCTIONS

    Please contact us through the Contact page, via phone +61401350193 or email us at info@rawkanvas.com. Please include your invoice number and let the RAWKANVAS team know about the issue and why you would like to return your product.