Refund policy

Refund Policy

We want you to be happy with what you ordered. If something arrives damaged, incorrect, or just isn’t right, contact us and we’ll work with you to sort it out. Because many of our products are handmade, personalized, or made from natural wood, a few return rules apply.

Returns

Eligible items may be returned within 30 days of delivery. To be eligible for a return, the item must be unused, undamaged, and in its original condition. Original packaging should be included where practical.

Please contact us at info@mekanakana.com before sending anything back. Returns sent without prior approval may not be accepted.

Handmade & Natural Materials

Many Mekanakana products are made from natural wood and other materials that naturally vary from piece to piece. Grain, knots, colour, texture, small dimensional differences, and other natural characteristics are part of the material and are not considered defects.

Handmade items may also have small variations that reflect how they were made. We do our best to ensure every item meets our quality standards before it leaves our workshop.

Custom & Personalized Items

Custom and personalized items are final sale once work has started and cannot be cancelled, returned, or exchanged unless they arrive damaged, defective, or we made an error in the order.

If you need to cancel a custom or personalized order, contact us as soon as possible. If work has not yet started, we may be able to cancel it.

Pop-Out Kits

Pop-Out Kits are final sale and are not eligible for return or exchange unless they arrive damaged, defective, incomplete, or incorrect.

Sale & Clearance Items

Items marked as sale, clearance, or final sale are not eligible for return or exchange unless they arrive damaged, defective, or incorrect.

Damaged, Defective or Incorrect Orders

If your order arrives damaged, defective, incomplete, or incorrect, please contact us within 30 days of delivery at info@mekanakana.com. Please include your order number, a description of the issue, and photos where possible.

Depending on the situation, we may offer a repair, replacement, or refund. If the issue was caused by us or the item arrived damaged or defective, we will cover reasonable return shipping costs where a return is required.

Change-of-Mind Returns

For eligible change-of-mind returns, the customer is responsible for return shipping costs. Original outbound shipping charges are non-refundable.

We recommend using a trackable shipping service when returning an item. We cannot issue a refund for a return that does not reach us.

Refunds

Once we receive and inspect an approved return, we’ll let you know whether the refund has been approved. Approved refunds are issued to the original payment method.

If your return is due to an incorrect item, damage, or defect for which Mekanakana is responsible, the original outbound shipping charge will also be refunded.

After we issue a refund, your bank or card provider may require additional time to process and post it to your account.

Shipping, Duties & Import Fees

International customers are responsible for any applicable duties, taxes, customs fees, brokerage charges, or other import costs charged by their destination country or carrier.

Refusing a shipment because of duties, taxes, or import fees does not make those charges or the original shipping cost refundable. If a refused shipment is returned to us in acceptable condition, any refund will be handled according to the eligibility rules above and may be reduced by return shipping or carrier charges incurred by Mekanakana.

Cancellations

If you need to cancel an order, contact us as soon as possible. We may be able to cancel an order before production, personalization, or fulfilment has begun.

Once work has started on a custom or personalized item, it cannot be cancelled.

Questions?

If you’re unsure whether your order qualifies for a return, refund, or replacement, email us at info@mekanakana.com. We’d rather help sort it out than leave you wondering what to do next.