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Returns and Exchanges

Returns

  1. Register your return within 14 days via the return request form on our website.
  2. You will receive an email with the return form within 2 business days.
  3. Print the return form that is attached to the e-mail message. Don't have a printer? Then write all data from the return form on paper.
  4. Attach 1 return form PER PACKAGE that you wish to return. For example, if you want to return 3 packages, you must print the return form 3 times.
  5. Put the return form in a watertight package such as a zip-lock bag so that the form cannot become wet / illegible during transport or if your products are stored in the garden.
  6. Attach the return form in watertight packaging tightly to the package with strong tape.
  7. One of our employees will contact you shortly after we have received your return request to schedule the exact return date.

After we have received the products in good order in our warehouse, the new products are registered for transport or the amount to be credited is refunded to your account, depending on what has been agreed with our customer service.

Yes, we will pick up all returns, unless of course you return the products to our store yourself. We will schedule a return date to pick up the products in consultation with you. If you are not at home when we have planned the return, you can possibly put the products in the front garden if the living situation allows this. Is it a large order or is it not possible to put the products in the front yard? Then we 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 Bamboo Import. A maximum of 3 days after receipt at Bamboo Import, we ensure that you have your money back. Are you expecting a new product? We will ship your new product as soon as the old one arrives at our warehouse.

Processing the returns can take some time. After completing the return request, you will receive your return form by email within 2 business days. Haven't received a return form after 2 business days? Then contact our customer service.

Don't have a printer? Write all data from the return form on paper. After you have done this, follow the instructions in the mail with the return form.

You can change or cancel your return by responding to the mail you receive with the transport appointment for the return of your order.

After completing the return request, you will receive your return form by email within 2 business days. Your return date will then be scheduled within 5 business days. You can view the status of your return through your Bamboo Import account. As soon as we have received your return, we will send you the new products or we will refund your purchase amount.

Has your package been returned more than 3 days ago and you still have not heard anything? Then contact our customer service.

You can also return your products in our store. You do not have to register your product online to return it to the store. You do not have to print anything. Do you want your money back? We can return your purchase amount in cash or return it to your bank card.

Would you rather exchange your product? That is also possible, provided that we have the relevant product in stock.

Always bring 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 must register your return within 14 days after receiving your product.
  • After registering you will have another 14 days to return your product.
  • You must return the product in the original condition and packaging (if reasonably possible). So inspect the product as you would in a store. For example: remove the packaging from a bamboo fencing roll and inspect it from all sides and roll it out completely, but do not cut it or drill holes in it. Also do not install it to a wall or fence.
  • The costs for returning products are borne by the buyer. Should a product be exchanged due to an error on our part or due to 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 too much? Then we look at the condition of your returned product, determine what the depreciation is and based on that we will compensate you.

Some products are covered by exceptions. You probably understand and agree that you cannot return the following products:

  1. Products that are custom-made, sawn or otherwise processed.
  2. Products that have already been used.
  3. Products that are no longer complete.
  4. Gift cards and vouchers.

Exchanging

If you want to exchange a product for another item because you would prefer a different size or color, then that is considered as a new order. You return your old product within 14 days and place a new order on our webshop. You will have to pay the transport costs for sending the new product again.

Should a product be exchanged due to an error on our side or due to a defect, then the shipping costs are covered by us.

As soon as we have received the returned product, we will send your new product. Is your new product not in stock? Then you will get your money back.

Return your product to our store in Beverwijk. Our bamboo experts are 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 take the receipt / invoice with you.

Cheaper product: Have you found a cheaper option that meets your needs? Then you will receive the remaining amount from us. You will receive the remaining amount on your account within 3 days of receipt.

More expensive product: Do you opt for an upgrade and is your new product more expensive? In that case 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 incorrect product

Have you received a black bamboo pole while you ordered a natural coloured bamboo pole? That is not intentional of course! Complete a return request online with the reason 'Received  wrong product' or report this to our customer service. We are available 5 days a week and try our best to resolve it as quickly as possible.

You expect a delivery, but it was not or only partially delivered? That's annoying. In this case, first check the points below.

  1. The track & trace code: Check the status of your order via the track & trace page. It is possible that your order was lost during transport, damaged or delayed for some reason. It is also possible that one order is delivered in several partial deliveries.
  2. The delivery address: Is the delivery address you entered correct?
  3. The (digital) mailbox: Have you received a not-at-home message in your (digital) mailbox? Your package may have been delivered to the neighbours or handed over to a pick-up point in the area. Or maybe the delivery person has scheduled a new delivery time.
  4. The package itself: We usually send two or sometimes three products as one bundle / package. We seal these products tightly together. Although it seems as if you have received only one reed roll or split bamboo fence roll, there are often two or more products. This also applies to smaller parts such as wire ties, screws, bolts, drills, ropes, etc. We tightly seal these products around the larger products. So first remove all the plastic seal from your order to check whether all products are present.

Have you checked all the points above, but still only partially received your order? Then contact our customer service.

Damaged product

We pack our products as good as possible, but unfortunately your product can get damaged during transport. We are happy to solve that for you! Complete the return form within 14 days and clearly describe what the damage is and what you want as a solution. Also send us some photo’s of the damaged product. This way we can help you as fast 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 product, we will refund you. How quickly you have the money in your account depends on your payment method. We always pay within 3 business days after we have received the return product. Is the amount not yet in your account after 5 business days? Then contact our customer service.

Once we have processed the cancellation, we will refund you. How quickly you have the money in your account depends on your payment method.

  • iDEAL: within 3 business days.
  • Credit card: the reservation will be canceled after 3 days.
  • Bank transfer: as soon as we receive the money, we will refund it within 3 business days.

Unfortunately, you cannot check the status of your refund, but we assure you that the payment will be made within 3 business days of canceling your order or within 3 business days of receiving the product. Is the amount not yet in your account after 5 business days? Then contact our customer service.

It varies per bank how long it takes for the refund to appear in your account. Have you returned your order? We always pay within 3 business days after the return shipment. Have you canceled your order? Once we have processed the cancellation, we will refund you. You will then have your money back in your account within 3 business days. Is the amount not yet in your account after 5 business days? Then contact our customer service.

We will refund you with the same payment method that you used to pay. For example, if you have paid with iDEAL, you will receive the amount back on the same bank account as the one that you used to pay. Have you paid with a gift card or voucher? Then you will get the money back in the form of shop credit. You will receive a confirmation email when the money has been refunded and / or shop credit has been applied. Only our customer service can create shop credit for you. Contact us to use the credit when you want to order something.