Return & Refund

Last updated: 17 August 2026

We want you to be happy with everything you buy from Bamboo Ark. Bamboo is a warm, natural material, and we know it can look a little different in your hands than it did on your screen. If a product is not right for you, this policy explains how to send it back, how long you have, and how your money is returned. It applies to every order placed at https://bamboo-ark.com/ and forms part of our Terms and Conditions.

Your Right To Change Your Mind

You have thirty days from the day your order is delivered to tell us you want to return it. Once we have approved your return, you have a further fourteen days to post the item back to us. We think thirty days is fair, because it gives you time to unpack, use the piece in your own home, and decide properly.

What We Can Accept

To be accepted, a returned item must be unused or lightly tried, in the same condition you received it, and packed in its original box or packaging with any tags, care cards and free gifts included. Please repack items carefully, as bamboo can chip or scratch in transit. Items that come back stained, scratched, soaked, burned, carved, oiled or heavily used cannot be refunded, and we will contact you to arrange the item being returned to you.

Items We Cannot Take Back

For hygiene and safety reasons, the following cannot be returned unless they are faulty:

•        Bamboo toothbrushes, hairbrushes and other personal care items once the seal or wrapper is opened.

•        Soap, candles and any consumable product that has been opened or used.

•        Items made or engraved to your order.

•        Gift cards.

•        Sale items marked clearly as final sale on the product page.

How To Start A Return

Email bambooplants@timberbamboonursery.com with your order number, the name of the item, the reason for the return, and photographs if the item is faulty or damaged. Please do not post anything back before you hear from us. We will reply within two working days with a return authorisation and the correct return address. Parcels sent back without authorisation may be refused or may go missing, and we cannot refund what we do not receive.

Who Pays For Return Postage

If the item is faulty, damaged in transit, or not what you ordered, we pay the return cost and we will arrange a prepaid label or refund your postage receipt. If you are returning an item simply because you changed your mind, the return postage is yours to pay. We recommend a tracked service, because you remain responsible for the parcel until it reaches us. Original shipping charges are not refunded on change of mind returns.

Refunds

Once your return arrives, we inspect it within three working days and email you to say whether it has been approved. Approved refunds are issued to the original payment method, so a card payment goes back to that card and a PayPal payment goes back to your PayPal balance. We cannot refund to a different card or account.

Please allow five to ten working days after approval for the money to appear, as banks and card issuers set their own processing times. If ten working days have passed and nothing has arrived, check with your bank first, then contact us with your order number and we will chase it.

Exchanges

The fastest way to exchange an item is to return the original for a refund and place a fresh order for the piece you want. This means you are not waiting for two parcels to cross in the post, and it guarantees you get the item before it sells out. If you would rather we handle a straight swap for the same product in a different size or finish, email us and we will do our best.

Faulty Or Damaged Goods

If your item arrives damaged, broken or faulty, tell us within seven days of delivery. Send photographs of the item and of the outer packaging, and keep everything until the claim is settled. We will send a free replacement or give you a full refund including the original shipping, and you will never be asked to pay return postage on a faulty item.

Please remember that bamboo is a natural product. Variation in grain, colour and tone between pieces, and small natural marks in the surface, are features of the material rather than faults. Fine surface lines that appear over time with normal use are also normal.

Wrong Item Received

If we or our fulfilment partner send you the wrong product, contact us with a photograph of what arrived and we will correct it at once, at no cost to you. You will receive the right item as a priority, and we will arrange collection or free return of the wrong one.

Late Or Missing Parcels

If your order has not arrived within the expected time, please see our Shipping Policy first, as it explains our tracking and lost parcel process in detail. Refunds for lost parcels are handled there.

Cancelling Before Dispatch

You can cancel an order for a full refund at any time before it is dispatched. Email us as quickly as you can, because our partners pack fast. Once you have a dispatch email, the order is on its way and must be returned under this policy instead.

Sale Items And Discount Codes

Sale items can be returned in the normal way unless the product page states that they are final sale. If you used a discount code, the refund is the amount you actually paid, not the full retail price. If a code required a minimum order value and returning part of the order takes you below that value, the discount may be adjusted accordingly.

Refunds On Free Shipping Orders

If your order qualified for free shipping and you return enough of it that the remaining value falls below the free shipping threshold, we may deduct the shipping cost we absorbed from your refund. This will be shown clearly in your refund email.

Gifts

If an item was marked as a gift when purchased and shipped directly to you, we can issue a gift credit for the value of the return, which you may spend on anything in the shop. If the order was not marked as a gift, the refund goes back to the person who paid.

Restocking Fees

We do not charge restocking fees. If a return meets the conditions above, you receive the full price you paid for the item back, with no deduction beyond the postage rules already explained. We think a fee for changing your mind is a mean way to treat a customer.

Repeated Returns

Almost everyone who returns something does so for a good reason, and we treat every request the same way. In rare cases where an account returns an unusually high number of orders, we may ask for more information or decline future orders. This is only to protect the shop from misuse and it will never affect a genuine fault claim.

Contact Us

For anything to do with returns, refunds or exchanges, contact Bamboo Ark at bambooplants@timberbamboonursery.com or 850-841-0459, or write to us at United States. Please have your order number ready. We deal with every request personally and we will always tell you honestly where you stand.