EXCHANGES, RETURNS AND REFUND 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. 

 

    RETURNS- EXCHANGE, REFUND OR STORE CREDIT 

    We pride ourselves on developing natural high quality products and we will do what we can to ensure your happiness with every purchase. If you are not satisfied with your purchase, we will be happy to offer you an exchange, or a store credit. Please keep in mind that our products are handmade so they tend to have variations from batch to batch which make them unique (slight changes in colour for example).

     

    RETURNS

    • If the product is not for your skin, or is incompatible with your skin, please info@rawkanvas.com.
    • Product/s must have been purchased from www.rawkanvas.com online store.
    • 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 +6140150193 and we will provide you with the return address.
    • Send your item/s to the provided address within 14 days. 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.

       

      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 

       

      FAULTY 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.
      • 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.
      • 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 minus the cost of the original shipping 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.

       

      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.
      • Please check that your billing and shipping address details are accurate before submitting your 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.