Basketly Returns, Refunds & Cancellations Policy

1. Order Cancellations

Once an order has been placed, our fulfilment process begins immediately. We are therefore unable to accommodate cancellation requests. All confirmed orders remain subject to our standard returns policy.

If an item becomes unavailable, Basketly reserves the right to cancel the affected order or individual item. In such cases, you will be notified by email and a refund will be issued to your original payment method.

2. Returns

We accept return requests within 14 business days of receiving your order, subject to the conditions outlined in this policy.

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

Please note that our baskets are handmade, and slight variations in size, shape and appearance may occur. These natural variations are part of the character of handmade products.

To request a return, please contact us at shop@basketly.co.za before sending your item back.

3. Damaged, Defective or Incorrect Items

Please inspect your order upon delivery. If you receive a damaged or defective item, or an incorrect item, please contact us at shop@basketly.co.za as soon as possible.

Please include your order number and photographs of the item, where applicable, so that our team can assess the issue and assist you with the appropriate resolution.

Where a product is confirmed to be faulty or incorrectly supplied, we will arrange an appropriate resolution in accordance with applicable consumer protection legislation.

4. Non-Returnable Items

We do not accept returns on sale items or gift cards, except where a return, refund or other remedy is required by applicable law.

5. Return Shipping Costs

Customers are responsible for arranging and covering the cost of return shipping for eligible change-of-mind returns.

Please send approved returns to:

Basketly
716 Pirokseen Street
Pretoria, Gauteng, 0181
South Africa

If you require assistance with return shipping, we can provide a comparative quotation from our courier service. Our courier rates are calculated according to the size, weight and destination of each parcel, so we cannot guarantee a specific rate.

Please contact us at shop@basketly.co.za if you would like a return shipping quotation before making arrangements.

We recommend using a trackable courier service and, where appropriate, purchasing shipping insurance, particularly for items valued at more than R500. Customers are responsible for ensuring that their returns are adequately packaged and sent using a suitable service.

6. Exchanges

If you would like a different product, the quickest option is to return your original item, subject to our returns policy, and place a separate order for the replacement once your return has been approved.

Customers are responsible for the applicable shipping costs associated with change-of-mind exchanges, including the return of the original item and delivery of the replacement.

7. Refunds

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved.

Approved refunds will be processed to your original payment method. Please allow up to 10–14 business days for the return to be received, inspected and processed by our team. Your bank or payment provider may require additional time to reflect the refund in your account.

For approved change-of-mind returns, original shipping charges and return shipping costs are non-refundable. Where applicable and legally permissible, a non-refundable payment processing fee of up to 3% may also be deducted from the refund.

Faulty or incorrectly supplied items: Where a refund is due to a confirmed faulty product or an error on our part, we will provide the applicable remedy in accordance with consumer protection legislation. Any deductions will be subject to applicable law.

We appreciate your patience while our team processes returns and refunds.