We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Full returns within 14 days will be inspected and a full refund will be given – minus shipping costs
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact using the Returns or Refund Form. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question using the Returns or Refund Form.
Damages and issues
Please inspect your order upon reception and contact us within 14 days if the item is defective, damaged or if you receive the wrong item or have any missing items so that we can evaluate the issue and make it right.
Bamboo is a natural material, and we can only replace split bamboo 3 months after the purchase date. Our bamboo is hand selected for quality and left for six months to acclimatise and for the moisture level to stabilise after harvesting. We pack our bamboo in a sealed membrane for shipping to prevent moisture movement. We also recommend lacquer in the build process to ensure years and years of life and so that it can be used in all weathers. After purchase, the bamboo must be checked but then resealed in the membrane it was shipped and stored at room temperature until you are ready to build.
Any metal components that are damaged in the build will need to be replaced at the customer’s expense. We have tested all our components and with over a decade of experience know that the build quality means damage can only occur by misuse of the material.
Unfortunately, we cannot accept returns on sale items or gift vouchers.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.