Exchanges, Returns & Warranty

PLEASE NOTE THAT THERE MAY BE SHIPPING DELAYS DUE TO THE CURRENT COVID-19 GLOBAL SITUATION. PLEASE EXPECT AND PREPARE FOR POSSIBLE SHIPPING DELAYS. WE ARE HERE TO ASSIST AND WILL TRACK YOUR ITEM, KEEPING YOU UPDATED ON ITS PROGRESS.

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. 

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. We recommend purchasing a mini set if you're not sure if a product is right for you. Discontinue use if a reaction occurs.

    CHANGE OF MIND: REFUND, EXCHANGE OR STORE CREDIT

    • 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.com 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.
    • Items can be returned to us for refund, exchange or store credit to the value paid minus any shipping costs paid by you.

    Bundling: 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: 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.

       

      RETURNS PROCESS:

      1. 14 day skin satisfaction promise 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.
      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. You will receive an email confirmation once your return has been 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, an email will be sent to you with your a store credit gift card or refund notification.
          • Exchange: When your exchange has been processed, 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 an 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. A store credit, or exchange for a change of mind will be made for the amount on the original purchase receipt. 

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

          • If you receive a faulty, 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, 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 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 goods back to us at no cost to you. 
          • Refund: Where the goods are faulty 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, 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, 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/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.

           

          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.