Returns & Exchanges

1. Register your return within 14 days via your account or by sending an email to our customer service team.
2. You will receive an email within 2 business days to arrange a return date. This email will also contain the steps to follow and (if necessary) the labels to be attached to the packages.
3. Label every bundle: Attach a label (if necessary) to every bundle you are returning. For example, if you are returning 3 bundles, you will need 3 labels (marked 1/3, 2/3, and 3/3).

Once we have received the goods in good condition at our warehouse, the purchase amount will be refunded to your account.

Yes, we collect all returns (unless you return them to our store). We will schedule a return date together with you. If you aren't home during the scheduled window, you can leave the products in your front yard/garden if it is safe to do so. However, for large orders or cases where items cannot be left outside, a new appointment must be made for a time when you are home. It takes up to 5 working days for the return to arrive at our warehouse. We ensure you receive your refund within 5 days of receipt. Are you waiting for a new product?

If you have not received an email after 2 business days, please contact our customer service.

Don't have a printer? Write all the details of the labels on an A4 sheet. Follow the instructions in the email with the labels.

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. You can also contact our customer service, and we’ll take care of it for you right away.

Once you have submitted your return request, you’ll receive an email within 2 business days. Your collection will then be scheduled within 5 business days. You can check your return status at any time via your Masters of Bamboo account. We will refund the purchase price as soon as your return has been received and processed in our warehouse.

Has it been more than 5 business days since your package was collected and you’re still waiting for an update? Please reach out to our customer service.

You can also return your product at our store. For in-store returns, you do not need to register your return online beforehand, and there is no need to print anything. Would you like a refund? We can provide your refund in cash or credit it back to your bank card.
If you would prefer to exchange your product, that is also possible, provided we have the item in stock.

• You must 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.

Has your product been used? Then we won't leave you hanging. We will examine the condition of your returned product and determine the value is 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

If you want to exchange a product for another item because you prefer a different size or colour, this is considered a new order. You can 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'll receive your new item when we come to collect the original order. If there is a balance to pay, this must be completed beforehand. Any refunds will be issued once we have received and inspected the returned items.

Bring your product to our store in Beverwijk. Our bamboo masters will be happy to help you find a product that suits you. You do not have to register your product via the website, but it is important that you bring the purchase receipt / invoice with.

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.

Received a black bamboo pole while you ordered a natural bamboo pole? That definitely shouldn't have happened! 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 frustrating. In this case, please check the following points first.

The track & trace: 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.

We pack our products as well as possible, but damage to your product can unfortunately occur during transport. We are happy to resolve 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 (attach photo's where possible). That way we can help you as best as possible.

It is also possible to return products in our store in Beverwijk.

As soon as we have received and processed your return, we will refund you. How quickly you will receive the money in your account depends on your payment method. We always process payments within 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 receive the money in your account depends on your payment method. We always process refunds within 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 via iDeal. 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.