Returns & Refunds
We want you to feel confident ordering from Canewoven. Because our products are handmade and every piece is made specifically after an order is placed, return and refund conditions can vary by product. Please read the information below before placing your order.
Handmade products
Natural variations in cane, rattan, colour, texture and weave are part of handcrafted production.
Documentation important
Contact us as soon as possible with clear photos and an unboxing video in case of any issue.
Made to order
Every piece is crafted after your order is placed, so return conditions may be limited.
Safe returns
Eligible returns are processed securely as per the conditions mentioned below.
Handmade
variations
Each Canewoven piece is unique, with natural differences that make it special.
Canewoven products are handmade using natural cane and rattan. Because each piece is shaped, woven and finished by hand, no two pieces will be perfectly identical.
Small differences in colour, texture, shape, weave, thickness or finish can naturally occur from one piece to another. These variations are a natural characteristic of handmade craftsmanship and natural materials and should not automatically be considered a defect.
Eligibility
for return
Every Canewoven piece is made to order, so return eligibility depends on the product and the reason for the request.
Made after you order
We do not keep ready-to-ship stock. Production on your piece begins only after your order is placed, and it is crafted specifically for you.
What this means for returns
Because every piece is made specifically for the order, return eligibility is limited and subject to the conditions stated on the product page and applicable Canewoven return terms.
To request a return, please contact us within 48 hours of receiving the product.
Damaged or
incorrect orders
We take care when packing handmade products for delivery. If your order arrives damaged or incorrect, please contact us as soon as possible.
Before dispatch, we record photographs and videos of every product and store them as records showing that the piece left our workshop undamaged. If a product arrives damaged, there is a chance the damage occurred during delivery, so your photographs and unboxing video are very important in helping us review the issue.
Please contact us within 48 hours of receiving your product to report any damage or incorrect item.
What we need from you
- Clear photographs of the outer packaging.
- Clear photographs of the product and any visible damage.
- An unboxing video showing the package being opened and the condition of the product when received.
- Your order number and contact details.
Return process
If your product is eligible for return, please contact Canewoven before sending the product back.
Contact us
Share your order number, reason for the return and the requested photographs or video.
Review
Our team reviews the request and confirms whether the product is eligible for return.
Resolution
If approved, we provide the applicable return, replacement or refund instructions.
Product condition
Products approved for return should be kept in their original condition and packed securely for transit.
Products that have been used, damaged after delivery, altered, repaired, washed, modified or otherwise changed from their delivered condition may not qualify for return.
The condition of the product may be reviewed before a return or refund is approved.
Refunds
Once a return has been reviewed and approved, the applicable refund will be processed according to the return conditions applicable to the order.
Where applicable, refunds are processed back to the original payment method used for the order.
The time taken for the refund to appear in your account can depend on the payment method and the relevant payment provider or bank.
Order cancellation
If you need to cancel an order, please contact us as soon as possible after placing the order.
Cancellation may depend on whether production or dispatch has already begun, since every piece is made to order.
Our team will review the order status and confirm whether cancellation is possible under the applicable conditions.
Return shipping
Return shipping arrangements and any applicable return shipping costs depend on the reason for the return and the applicable product conditions.
If an item arrives damaged or an incorrect item is sent, please contact us before arranging a return shipment so that our team can guide you through the appropriate process.
Need help?
If you have a question about a return, refund, damaged order or the eligibility of a particular product, please contact us before sending anything back.