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, to: 210-7911 Alderbridge Way, Richmond, BC V6X 2A4, Canada. 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, to: 210-7911 Alderbridge Way, Richmond, BC V6X 2A4, Canada. 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.