Regular Merchandise:

Within 24 hours of your order-placing-time, you may contact us via info@sugarcanestraw.com for a full refund. 

Over 24 hours of your order-placing-time, we do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us at info@sugarcanestraw.com with details of the product and the defect within 7 calendar days. You can send the defective items, only after our e-mail confirmation. The shipping fee will be covered by Renouvo.

Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within 7 calendar days, whether you are entitled to a refund or a replacement as a result of the defect product. If you are entitled to a replacement or refund, we will replace the product within 7-14 calendar days (Shipping is covered by Renouvo) or refund the purchase price, using the original method of payment.

Incorrect Merchandise:

We will carefully inspect and package the products before shipping, so please feel free to place your order.

If you receive incorrect merchandise, please contact us at info@sugarcanestraw.com with details of the product and the defect within 7 calendar days. You can send the incorrect merchandise, only after our e-mail confirmation. The shipping fee will be covered by Renouvo.

Upon receipt of the returned product, we will fully examine it and notify you via e-mail, within 7 calendar days, whether you are entitled to a refund or a replacement as a result of the incorrect product. If you are entitled to a replacement or refund, we will replace the product within 7-14 calendar days (Shipping is covered by Renouvo) or refund the purchase price, using the original method of payment.

Customized Merchandise:

All customized merchandises are non-refundable and non-exchangeable. We do not accept returns or exchanges unless the item you purchased is defective. If you receive a defective item, please contact us at info@sugarcanestraw.com with details of the product and the defect.