We take pains to make sure that you are completely satisfied with your order. If, however, you need to return an item, Customer Service is here to assist you.
Please note that only items that you have purchased directly from The Bamboo Factory can be returned to us.
If you want to cancel a recently placed order, please contact us as soon as possible. Your cancellation can only be processed within 30 days of the date that you placed your order. Please have your order number ready so that 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 for a refund on your order. If your order has already shipped out, you can initiate a cancellation and return the items. Please make sure to ship the items back to us within seven days of the time of delivery for your refund request to be honoured.
If your order has been delayed for 10 or more working days, you may cancel the order and request for an immediate refund.
Refunds for Cancelled Orders
Once you cancellation request has been processed, you can expect to receive prompt notification of your refund. If your refund is approved, you should receive it within 5-7 business days of receipt of the returned item or cancellation request. 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 issuing bank to learn when the credit will be posted to your account.
If you process your cancellation after you have received your order, please ensure that the item(s) returned to us are undamaged and in good, working condition, that they have all their original tags and labels, and that 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 that you received is the wrong item or the item is damaged, or if you have received an extra item that 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 on your purchase.
If you change your mind after placing an order, you can return the item for a refund or exchange within 7 days of delivery receipt. For items purchased on sale or with a promotional code, only the amount that you paid will be refunded. To exchange an item, you may place a new order online and contact us to apply your refund to this order once the return is received.
For all returns and exchanges, you must be able to provide The Bamboo Factory Customer Service with the original dispatch note.
The Bamboo Factory will not be 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 will not transfer liability to The Bamboo Factory, with the exception of said negligence on our part.