Returns:
Bamboo poles and bamboo products are not returnable or exchangeable and are considered final sales. We cannot assume responsibility for customer ordering errors or contractor miscalculations. Freight charges are non-refundable. Palapa kits are made to order and are non-returnable.
In the event you are not satisfied with the purchase of an item that offered free shipping, we will gladly refund or exchange that item. All product returns must have their return freight costs and any other related costs prepaid by the customer based on the shipping point of origin. Products must be in new and resalable condition in order to approve the return. Additionally, a 25% restocking fee will be added to returned merchandise. If Sunset Bamboo™ is responsible for an error resulting in the need to return an item, we will refund the cost of return shipping as well as the original payment for the item. While Palapa kits have freight bundled in the pricing they are not returnable under this policy.
All returns require an RMA authorization number (Return Merchandise Authorization). Please email us at customerservice@sunsetbamboo.com .
or call our Customer Service Line at 1-951-662-3472 for an RMA number. The following information should be provided: customer name, invoice number, and the reason for the return. No products will be accepted without prior authorization and the RMA number. Please be advised that an RMA number does not guarantee final disposition. All returns are subject to inspection. The decision to replace or refund remains the sole discretion of Sunset Bamboo. If item has shipped and you cancel customer is liable for shipping to them and back to use. We only offer free shipping if customer keeps their product, a 50% restocking fee applies to all returned items in this case. On items that you would like to return once received if you would like to return them you have a 7 business days to return from the date that you received item. Customer is liable for shipping cost back to us and a 25% restocking fee will be charged to cover the shipping cost to you.
The Customer’s payment will be refunded in the original form of received payment, upon receipt of the goods and inspection as to their suitability of original condition. Free Shipping applies only to the 48 contiguous states. Additional charges will apply for delivery to Alaska and Hawaii.
PLEASE INSPECT YOUR ORDER IMMEDIATELY UPON ARRIVAL. DO NOT DISPOSE OF THE BOX OR ANY PACKAGING MATERIALS UNTIL YOU HAVE INSPECTED YOUR ORDER AND ARE SATISFIED WITH THE PRODUCT YOU HAVE RECEIVED.
* If you accept the shipment by the freight company and sign off on the bill of lading, the shipment is considered totally free of damage. Please inspect the items prior to signing the paper work or bill of lading to ensure that the shipment did arrive in acceptable condition with no damage. Damage claims cannot be submitted to the shipping company or Sunset Bamboo after the customer signs off on the paperwork or bill of lading for that shipment.
Damage: In the event damage is apparent at delivery, it is imperative that you immediately contact our customer service department at 951-662-3472. Our customer support personnel are experts at handling and resolving damaged shipments, but we urge you to notify us in a timely manner. Proper notation of damage (“bag torn,” box crushed”, etc. will suffice) on the delivery receipt will help to ensure our ability to fully refund or replace your purchase. Carrier regulations require notification of a damaged shipment within 7 days after receiving the shipment.
Color variations occasionally occur in bamboo, however, this is a natural characteristic and not a product defect. Bamboo is subject to cracking and splitting just like any other wood product. SunsetBamboo.com cannot guarantee consistency with any of our bamboo products, but we try our best to offer the highest quality bamboo currently available on the market.
Back Orders/Pre-Sales:
As is the nature of our business Sunset Bamboo may experience product specific inventory outages from time to time due to circumstances beyond our control. You may be contacted regarding your order, given a time until delivery estimate, and given the opportunity to "back order" the product/s. If you would like us to officially add you to the back order queue we will proceed with payment processing. Orders will be filled on a FIFO basis. Once your payment has been processed any cancellation prior to 30 days from date of capture will be subject to 5% transaction processing fee.
If there's something you can't find here, feel free to get in touch with us directly.
Phone: 1-951-662-3472
8:00 am – 5:00 pm PST – Mon-Fri
Fax: None
Email: customerservice@sunsetbamboo.com