Returns & Exchanges
More information & questions
Returns
1. Report your return within 14 days via your account or via the link in the
confirmation email of your order.
2. You will receive an email with the return form within 2 working days.
3. Print out the return form. If you don't have a printer, write all the details of the return form on an A4 sheet.
4. Attach a return form to each BUNDLE you are returning. For example, if you are returning 3 bundles, you will need 3 return forms (1/3, 2/3 and 3/3).
5. Place the return form in a waterproof packaging such as a zip-lock bag so that the form cannot become wet/illegible during transport or if the products are in the garden.
6. Securely attach the return form in waterproof packaging to the bundle with strong tape.
7. One of our representatives will contact you shortly to schedule a return date.
After we have received the goods in good order in our warehouse, the amount to be credited will be refunded to your account.
Yes, we will collect all returns, unless you return the products to our store yourself of course. For the collection, we will schedule a return date with you. If you are not at home when we have scheduled the return, you can place the products in the front garden if your living situation allows this. Is it a large order or is it not possible to place the items in the front garden? Then we will have to schedule a new return appointment at a time when you can be there.
After collection, it can take up to 5 business days for your product to be returned to Masters of Bamboo. We will ensure that you have your money back within 5 days of receipt at Masters of Bamboo. Are you expecting a new product?
Processing returns can take some time. After completing the return request, you will receive your return form by email within 2 business days. If you have not received a return form after 2 business days, please contact our customer service.
Don't have a printer? Write all the details of the return form on an A4 sheet. Follow the instructions in the email with the return form.
You can change or cancel your return by responding to the email you receive with the transport appointment for the return collection of your order.
After completing the return request, you will receive your return form by email within 2 business days. Your return will then be scheduled for collection within 5 business days. You can view the status of your return via your Masters of Bamboo account. As soon as we have received your return, we will refund your purchase amount.
If your package was returned more than 5 business days ago and you still haven't heard anything, please contact our customer service.
You can also return your product in our store. You no longer need to register your product online for returning it in the store. You also don't need to print anything. Do you want your money back? We can refund your purchase amount in cash or transfer it to your bank card.
Would you rather exchange your product? That is also possible, provided we have the product in stock.
Always take the purchase receipt/invoice with you if you want to return or exchange a product, otherwise it is not possible to return or exchange your product.
- You can register your return within 14 days of receiving your product.
- You will then have another 14 days to have your product returned.
- Returns are made in the original condition and packaging (if reasonably possible). So feel free to view the product as you would in the store. For example: take a bamboo mat on a roll out of the packaging and view it from all sides and roll it out completely, but do not drill or saw into it. Do not attach it to the wall or fence.
- The costs for returning products are for the account of the buyer. If an article needs to be exchanged due to an error on our part or a defect, then the costs are of course for our account.
- After 14 days it is no longer possible to return.
Is your product used just a little too much? Then we won't leave you hanging. We will examine the condition of your returned product and determine the depreciation based on that.
Some products fall under exceptions. You will understand that you cannot return the following products:
1. Products that are made to order, sawn or otherwise processed.
2. Products that have already been used.
3. Products that are no longer complete.
4. Gift cards and discount codes.
5. Remaining stock
Swap
If you want to exchange a product for another item because you prefer a different size or color, this is considered a new order. You return your old order within 14 days and place your new order on our webshop. You will have to pay the return and shipping costs for sending the old and new product.
If a product needs to be exchanged due to our error or a defect, the shipping costs will of course be at our expense.
With an exchange order, you will receive your new product at the time we receive the old product.
return. If you have to pay extra, this must be paid in advance. Any
Refunds will be made after we receive the old products back and
have inspected.
Bring your product to our store in Beverwijk. Our bamboo masters will be happy to help you find a product that does suit you. You do not have to register your product via the website, but it is important that you bring the purchase receipt/invoice.
Cheaper product: Have you found a cheaper option that meets your needs? Then we will refund the remaining amount. You will receive the remaining amount in your account within 5 working days after receipt.
More expensive product: If you choose an upgrade and your new product is more expensive, you will receive a payment request from us for the remaining amount. After receiving your payment, we will send the product to you.
Incomplete or wrong product
Received a black bamboo pole while you ordered a natural bamboo pole? That is not the intention of course! Report via your account
or request a return via the link in the confirmation email of your order with the reason
'Received wrong product'. Our customer service will contact you asap
to ensure you receive the right product. We are available 5 days a week and will resolve it for you as quickly as possible.
You are expecting an order, but it has not been delivered or has only been partially delivered? That is annoying. In this case, please check the following points first.
The track & trace code: Check the status of your order via the track & trace page. It is possible that your order has been lost during transport, is damaged or delayed for some other reason. It is also possible that one order is delivered in multiple partial deliveries.
The delivery address: Is the delivery address you entered correct?
The (digital) mailbox: Have you received a not-at-home message in your (digital) mailbox? Your package may have been delivered to your neighbors, dropped off at a pick-up point nearby, or the delivery person may have scheduled a new delivery time.
The package itself: We usually send two or sometimes three products as one bundle/package. We seal these products tightly together. Although it may seem like you only received one reed mat or split bamboo mat, it is often two or more products. This also applies to smaller parts such as binding wires, screws, bolts, drill bits, binding rope, etc. We seal these products tightly around the larger products. So first remove all plastic seals from your order to check whether all products are present.
Have you checked all of the above points, but still not received your order or only partially? Please contact our customer service.
Damaged product
We pack our products as well as possible, but damage to your product can unfortunately occur during transport. We are happy to solve this for you! Report this within 14 days via your account or via the link in the
confirmation email of your order, please indicate clearly what the
damage is and what you want as a solution. That way we can help you as best as possible.
It is also possible to return products in our store in Beverwijk.
Refunds
As soon as we have received and processed your return, we will refund you. How quickly you will have the money in your account depends on your payment method. We always pay 5 working days after processing the return. Is the amount still not in your account after 10 working days? Then contact our customer service.
As soon as we have processed the cancellation, we will refund you. How quickly you will have the money in your account depends on your payment method. We always pay 5 working days after processing the return shipment. Is the amount still not in your account after 10 working days? Then contact our customer service.
Unfortunately, you cannot check the status of your refund, but we assure you that the payment will be made within 5 working days after canceling your order or within 5 working days after processing the return shipment. If the amount has not been credited to your account after 10 working days, please contact our customer service.
The time it takes for the refund to appear in your account varies per bank. Did you return your order? We always pay within 5 working days after processing the return shipment. Did you cancel your order? As soon as we have processed the cancellation, we will refund you. You will then have your money back in your account within 5 working days. Is the amount still not in your account after 10 working days? Then contact our customer service.
We will refund you using the payment method you used to pay. For example, if you paid with iDEAL, you will receive the amount back. Did you pay with a gift or discount voucher? Then you will receive the money back in the form of a store credit. You will receive a confirmation email when the money has been refunded and/or you will receive a store credit. Only our customer service can create a store credit for you. Contact us to settle the credit when you want to order something.