Exchanges, Returns & Warranty

PLEASE NOTE THAT THERE WILL BE DELAYS DUE TO THE CURRENT COVID-19 GLOBAL SITUATION. PLEASE EXPECT AND PREPARE FOR FOR SUCH DELAYS DELAYS. 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 you've purchased from us at www.rawkanvas.com- 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. 

Individual customer experiences with RAWKANVAS products may vary with respect to both effectiveness and potential adverse reactions. Results given in testimonials are from real customers who have used RAWKANVAS products, but similar results cannot be guaranteed. Individual results may vary depending on skin type, sensitivity, age, usage and how the product is applied. Before making any changes to your skincare routine, your health or otherwise, seek medical advice to discuss and evaluate any associated risks. 

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. Discontinue use if a reaction.


    CHANGE OF MIND: REFUND, EXCHANGE OR STORE CREDIT

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

    • 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.
    • RAWKANVAS reserves the right to reject the returns of goods which do not meet the eligibility criteria. If your item/s are returned substantially used or damaged, we reserve the right to reject the refund request and will provide you with the option for us to send the item/s back to you at your expense or destroy the item/s with no refund provided.
    To be eligible for a return:
    • the item must be not physically damaged from dropping or mistreatment; and
    • the item must be unused, with all packaging and seals still in tact; or the product is faulty; and
    • the the item was purchased online at rawkanvas.com.

    Pre-packed sets (ie Clear Essentials, The Ultimate Package etc): If you purchase a pre-packed set (ie The Clear Essentials etc), as packs are discounted and not individually priced, we are unable to accept individual product returns and we are unable to accept the set back for return if any product from the set has been used. 

    Bundling discount (Select 3+ Products & Save 10%): If you received a discount based on bundling (ie purchase 3 and save 10%), if you return any item from that bundle and no longer meet the minimum quantity of products for the discount once you’ve returned the item/s (ie 3 products to receive the discount), 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 10% (total paid $135.00) when you return one item, you are no longer eligible for the discount and will receive a refund of $35.00 as the other 2 items revert to full price of $50 each, for a total cost of $100. If you still meet the minimum quantity of products required for the bundle discount (ie 3 products), your refund for the returned unused item/s will be the original price minus the bundling discount.

    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. 

      RETURNS PROCESS:

      1. 14 day returns 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. RAWKANVAS reserves the right to reject the returns of goods which do not meet the eligibility criteria. If your item/s are returned substantially used or damaged, we reserve the right to reject the refund request and will provide you with the option for us to send the item/s back to you at your expense or destroy the item/s with no refund provided.
      To be eligible for a return:
      • the item must be not physically damaged from dropping or mistreatment; and
      • the item must be unused, with all packaging and seals still in tact; or the product is faulty; and
      • the the item was purchased online at rawkanvas.com.
      You will receive an email confirmation once your return has been received by us at our warehouse and 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 and received at our warehouse, an email will be sent to you with your a store credit gift card or refund notification.
          • Exchange: When your exchange has been processed and received at our warehouse, 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 a 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. 

          * 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 (broken), or is in a damaged condition as per Australian Consumer Law.

          • If you receive a faulty (broken), or damaged product that you've purchased from www.rawkanvas.com, please notify us and send us a photograph as proof of the damage or defect to info@rawkanvas.com within 5 business days from the date of your order delivery.
          • Product/s must have been purchased from www.rawkanvas.com online.
          • Items can be returned to us for refund to the value paid.

          RETURNS PROCESS:

          1. 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.
          2. 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 within 5 business days 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 an Australia 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. 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 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 at our expense.

          Shipping Costs: 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/PAYPAL/CREDIT CARD

          • 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.
          • Restock fee will apply: 10% restock fee for Afterpay/Laybuy, 2% restock fee for Credit Card Payments and 3% restock fee for PayPal.

           

          STOCKIST PURCHASE

          If you purchased your products from a stockist of RAWKANVAS, you are bound under that retailer’s Returns and Exchanges Policy and must return to place of purchase for assessment in accordance with their policies. 

           

          CHANGE OF ADDRESS

          • 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.


          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.

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