1. Returns

1.1 Our return policy is valid 30 days after purchase. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

1.2 To be eligible for a return and refund, your item must be unused and in the same condition that you received it. It must be in the original packaging, unopened.

1.3  The customer is responsible for paying the shipping cost to return the item unless the product is defective.

1.4 A return label can be provided and the amount will be deducted from the refund once goods are returned or the customer can use their own shipping method (must have a tracking number).

2. Non-refundable items

2.1 Gift cards

2.2 Wholesale products – unless defective or damaged during transit, we do not accept returns for wholesale products.

3. Product Exchange

3.1 If you purchased the wrong product by accident, you can return it and then exchange it for the correct item provided the MSRP price is the same. Customer pays shipping. Alternatively you can return the item for a full refund and then repurchase the correct item.

4. Defective Items or damaged lost packages:

4.1 If you believe the product you received is defective, please email [email protected]. We’ll be happy to make things right.

4.2 Missing/ lost package – please email us at [email protected] with your order number if you never received your order. We will do our best to locate it or help get a replacement on it’s way.

4.3 Damaged package – please email us at [email protected] with your order number and photos showing the damage and shipping label. We’ll help get you sorted.

5. Returning items:

5.1 To complete your return, we require your order number as proof of purchase.

5.2 Contact [email protected] if you would like the return label to be generated by The Cane Straw Co.

5.3 If you are shipping the return yourself, please return your package to the below address and email the tracking number to [email protected] with the reason for your return.

The Cane Straw Co Ltd
3 Lords Hill Cottages
LordsHill Common
Shamley Green
Surrey
GU5 0TH

6. Refunds (if applicable)

6.1 Once your returned item is received and inspected, we will send you a notification email. We will also notify you of the approval or rejection of your refund.

6.2 If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This usually takes 3-7 business days to show in your account.

6.3 Any item not in its original condition is subject to a partial refund or no refund, at our discretion.
Shipping costs are non-refundable. These will be deducted from the refund amount if you use our provided label.

7. Late or missing refunds (if applicable)

7.1 If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

7.2 If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

8. Sale items (if applicable)

8.1 Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded if stated in the terms and conditions of the sale.