Returns, Refunds & Cancellations Policy

Cancellations

Once an order has been placed, our fulfilment process begins shortly thereafter. If you need to cancel an order, please contact us as soon as possible at shop@basketly.co.za. While we cannot guarantee that an order can be cancelled before dispatch, we will do our best to assist.

If your order has already been processed or dispatched, the order will fall under our standard returns policy.

Basketly reserves the right to cancel any order or specific items due to stock unavailability, pricing errors, or unforeseen circumstances. Should this occur, you will be notified via email and a full refund will be processed to your original method of payment.

Returns

If you believe you have received a damaged, defective, or incorrect item, please contact us at shop@basketly.co.za within 7 days of receiving your order so that we can assist you promptly.

To be eligible for a return, items must be unused, in their original condition, and in the original packaging. Unfortunately, we cannot accept returns for items that show signs of use.

You may request a return within 14 days of receiving your order.

Please note that because our baskets are handmade, slight variations in size, colour, weave, and finish may occur and are not considered defects.

Defective Products and Consumer Rights

In accordance with the South African Consumer Protection Act (CPA), customers are entitled to certain protections regarding defective or unsafe products.

If a product is found to be defective, unsafe, or not of acceptable quality within 6 months of delivery, you may be entitled to a repair, replacement, or refund, subject to inspection and assessment of the item.

This warranty does not apply to:

• Normal wear and tear
• Damage caused by misuse, negligence, improper handling, or failure to follow care instructions
• Handmade variations in colour, weave, finish, or slight size differences inherent to handcrafted products

Basketly reserves the right to inspect all returned items before approving a repair, replacement, or refund in accordance with the CPA.

If you believe your item is defective, please contact us with your order number, photographs of the item, and a description of the issue so that we can assist you as quickly as possible.

Non-Returnable Items

Unfortunately, we cannot accept returns on:

• Sale or clearance items
• Gift cards

Exchanges

The fastest way to ensure you receive the item you would like is to return the original item and place a new order once the return has been approved.

Return Shipping Costs

Customers are responsible for arranging and covering the cost of return shipping unless the item received was defective, damaged, or incorrect.

Returns should be sent to:

716 Pirokseen Street
Pretoria, Gauteng, 0181
South Africa

If your own courier quotation exceeds our courier rates, we are happy to provide a comparative quote from our courier provider.

Please note that shipping rates vary depending on parcel size, weight, and destination.

Original shipping charges are non-refundable unless the return is due to an error on our side or a defective product.

For exchanges, customers will be responsible for the shipping costs of the replacement item.

Shipping Considerations

Delivery times for exchanged items may vary depending on your location.

For returns valued over R1500, we strongly recommend using a trackable courier service and purchasing shipping insurance, as we cannot guarantee receipt of returned items.

Refunds

Once your return has been received and inspected, we will send you an email confirming receipt of the returned item and notify you whether your refund has been approved or rejected.

If approved, your refund will be processed to your original payment method. Please allow 10–14 business days for inspection, processing, and bank clearance times.

Please note that banks and payment providers may require additional time for the refund to reflect in your account.

Where an order is cancelled or returned due to a change of mind, Basketly reserves the right to deduct any non-refundable payment processing fees incurred during the original transaction, where applicable and legally permitted.

Where a return is due to a defective, damaged, or incorrect product, a full refund will be provided.

Contact Us

For any return, refund, or exchange queries, please contact us at:

shop@basketly.co.za