• checkmarkWebshop reviewed with 4.9/5
  • checkmarkShowroom & Showground
  • checkmarkDelivery from stock
  • Rated 4.9/5
  • Showroom & Showground
  • Delivery from stock

Webshop reviewed with 4.9/5

Showroom & Showground

Delivery from stock

Pick up / Showroom?

return and exchange

We will try to answer all your questions on this page.

Returns

  1. Please register your return within 14 days using the return request form on our website.
  2. You will receive an e-mail with the return form within 2 working days.
  3. Print out the return form attached to the e-mail message. Don't have a printer? Then write out all the details of the return form on an A-4 sheet.
  4. Please attach 1 return form per bundle that you wish to return. If you wish to return 3 bundles, for example, you must print out the return form 3 times.
  5. Put the return form in a waterproof package such as a zip-lock bag so that the form cannot get wet/unread during transport or if your products are lying in the garden.
  6. Firmly stick the return form in waterproof packaging to the bundle with strong tape.
  7. One of our employees will contact you shortly to schedule the exact return date.
After we have received the goods in good order at our warehouse, the new products are either 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 collect all returns, unless you return the products yourself to our shop Of course. We will plan a return date with you for the collection. If you are not at home when we schedule the return, you can place the products in the front yard if the living situation allows it. Is it a large order or is it not possible to place the items in the front garden? Then we must schedule a new return appointment at a time when you can be there. After picking up your product, it can take up to 5 working days before it is back at Bamboo Import. We will refund your money within a maximum of 3 days of receiving the item from Bamboo Import. Are you expecting a new product? As soon as it arrives at our warehouse, we will send you your new product.
Processing returns may take some time. After completing the return application, you will receive your return form by e-mail within 2 working days. Have you not received a return form after 2 working days? Then please contact Please contact our customer service.
Don't have a printer? Write down all details of the return form on an A-4 sheet. Follow the instructions in the return form e-mail.
You can change or cancel your return by replying to the email you receive with the transport appointment for the return of your order.
After completing the return application, you will receive your return form by e-mail within 2 working days. Your return will then be scheduled for collection within 5 working days. You can use your Bamboo Import account view the status of your return. Once we have received your return, we will send you the new products or refund your purchase price. Has your package been returned more than 3 days ago and you still haven't heard anything? Then please contact Please contact our customer service.
You can also place your product in our shop returns. You do not need to register your product online to return it in-store. You do not have to print anything out. Do you want your money back? We can refund your purchase price in cash or by crediting your bank card. Would you prefer to exchange your product? This is also possible, provided we have the product in question in stock. Always take the receipt/invoice with you when 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.
  • After this you will have another 14 days to have your product returned.
  • Returns should be made in their original condition and packaging (if reasonably possible). So feel free to examine the product as you would in a shop. For example: take a roll of bamboo mat out of the packaging and look at 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 shall be borne by the buyer. If an article has to be exchanged due to our fault or a defect, the costs are of course borne by us.
  • After 14 days it is no longer possible to return.
Is your product used a little too much? Then we won't let you down. We will look at the condition of your returned product and determine the amount of depreciation.
Some products are subject to exceptions. You will understand that you cannot return the following products:
  1. Products that have been made to order, sawn or otherwise processed.
  2. Products that have already been used.
  3. Products that are no longer complete.
  4. Gift vouchers and discount coupons.

Exchange

If you would like to exchange a product for another because you would prefer a different size or colour, this is considered a new order. Your returns your old order within 14 days and place your new order in our webshop. You will have to pay the shipping costs again. Should a product need to be exchanged due to our error or a defect, we will of course cover the shipping costs.
As soon as we receive your product, we will ship your new product. Is your new product not in stock? We will let you know and you will get your money back.
Take your product to our shop in Beverwijk. Our bamboo experts will be happy to help you find a product that does suit you. You don't have to register your product through the website, but it is important that you bring the purchase receipt/invoice with you.
Cheaper product: Have you found a cheaper option that meets your needs? Then we will refund you the remaining amount. The remaining amount will be credited to your account within 3 days of receipt. More expensive product: Have you opted for an upgrade and is your new product more expensive? In that case, we will send you a payment request for the remaining amount. Once we have received your payment, we will send the product to you.

Incomplete or wrong product

Did you receive a black bamboo pole when you ordered a natural bamboo pole? That is not the intention of course! Fill in an online return request with the reason "Received the wrong product" or report it to our customer service. We are at your service 5 days a week and will solve it for you as soon as possible.
You are expecting an order, but it has not been delivered or only partially? That is annoying. In this case, please check the points below first.
  1. The track & trace code: Check the track & trace page for the status of your order. It may be that your order has been lost during transport, damaged or delayed for some other 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) letterbox: Have you received a no-home message in your (digital) mailbox? It is possible that your package has been delivered to the neighbours, dropped off at a nearby pick-up point or that the deliverer 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. So, although it may seem that you have 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, drills, twine, etc. We seal these products tightly around the larger products. So first unseal all plastic seal of your order to check if all products are present.
Have you checked all the above points, but still only partially received your order? Then please contact Please contact our customer service.

Damaged product

We pack our products as well as possible, but unfortunately damage to your product can happen during transport. We will be happy to solve this for you! Please fill in the return form and describe clearly what the damage is and what you want as a solution. This way we can help you in the best possible way. It is also possible to return products in our shop in Beverwijk.

Refunds

Once we have received and processed your return, we will refund you. The speed with which the refund is credited to your account depends on your payment method. We always refund within 3 working days of processing the return. Is the amount still not on your account after 5 working days? Then please contact Please contact our customer service.
As soon as we have processed the cancellation, we will refund you. How quickly the money arrives in your account depends on your payment method.
  • iDEAL: within 3 working days
  • Credit card: the reservation will be cancelled after 3 days.
  • Bank transfer: as soon as we receive the money, we will refund it within 3 working days.
Unfortunately you cannot check the status of your refund, but we assure you that the payment will be done within 3 working days after cancelling your order or within 3 working days after handling your return. Is the amount still not in your account after 5 working days? Then please contact Please contact our customer service.
How long it takes for the refund to be credited to your account varies from bank to bank. Have you returned your order? We always refund within 3 working days after handling the return. Did you cancel your order? As soon as we have processed the cancellation, we will refund you. You will receive your money back on your account within 3 working days. Is the amount still not in your account after 5 working days? Then please contact Please contact our customer service.
We will refund the amount to the payment method you used. For example, if you paid with iDEAL, you will be reimbursed accordingly. Did you pay with a gift voucher or discount voucher? Then the money will be refunded in the form of a new voucher. You will receive a confirmation e-mail when the money has been refunded and/or when you will receive a new voucher. Only our customer service can create a new voucher for you. Take contact Please contact us to set off the credit when you want to order something.
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