At The Bamboo Factory, we take pains to ensure you are completely satisfied with your order. If, however, you need to return an item, our Customer Service team is here to assist you.
Please note that only items you directly purchase from The Bamboo Factory can be returned to us.
- If you need to cancel a recently placed order, please contact us as soon as possible. Your cancellation can only be processed within 30 days from the date you placed the order. Please have your order number ready so we can quickly locate and track your items.
- If your order is in the preparation stage, the cancellation process is simple and you can immediately request a refund.
- If your order has already shipped, you can initiate a cancellation and return the items. Please make sure to ship the products back to us within seven days of the time of delivery for your refund request to be honored.
- If your order has been delayed for 10 or more working days, you may cancel it and request an immediate refund.
Refunds for Cancelled Orders
Once your cancellation request has been processed, you can expect to receive prompt notification of your refund. Once approved, you should receive it within 5-7 business days. Your refund will be processed according to your original payment method. For instance, if you paid by credit card, your refund will be sent to the card-issuing bank. Please contact your financial institution to learn when the credit will be posted to your account.
If you process your cancellation after you have received your order, please ensure the item(s) returned to us are:
- In good, working condition
- Have all their original tags and labels
- They are in their original and complete packaging
Missing parts or packaging may affect your eligibility for a refund.
If you have any other concerns regarding your refund, please do not hesitate to contact us.
Returns & Refunds
If the item you receive is incorrect or damaged, or if you receive an extra item you did not order, please contact us immediately. On a case-by-case basis, you can opt to have the item replaced or request a refund for your purchase.
If you change your mind after placing an order, you can return it for a refund or exchange within 7 days of delivery. For items purchased on sale or with a promotional code, only the amount you paid will be refunded. To exchange an item, you may place a new order online and contact us to apply the refund once the return is received.
For all returns and exchanges, you must be able to provide our Customer Service department with the original dispatch note.
The Bamboo Factory is not held liable for any damages, losses, charges, or expenses due to delays caused by any other reason than negligence on our part. The customer agrees to assume ownership of and responsibility for the ordered goods once they are delivered to the shipping address indicated on the order page. Delaying the acceptance of order delivery does not transfer liability to The Bamboo Factory, with the exception of said negligence on our part.
The Bamboo Factory is a trading name belonging to Devour Retail Group Ltd
Company No: 10210768