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Order Cancellation Policy

  • We cannot make any cancellations or address changes for any orders after your order has reached production, which typically begin within 24 hours of your order being submitted and we cannot guarantee that the manufacturer will see our request to cancel or change the address. 

  • If you have an order with an order status that is stuck with an Address Issue and if you have not made any changes to correct your address within 45 days from the order submission date, your order will be canceled by our team, and there would be no refunds made for such orders.  Please be sure to make any address changes within 45 days post order shipment date.

Return & Exchange Policy

At Basilioafrik, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward and customer-friendly return and exchange policy. Please read the following guidelines carefully to understand the process:

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1. Eligibility for Returns and Exchanges:

  • You may be eligible for a return or exchange if you meet the following criteria:

    • The item is in its original condition, unused, and with all original tags and packaging intact.

    • The return/exchange request is initiated within 14 days of the delivery date.

2. Non-Eligible Items:

  • The following items are not eligible for returns or exchanges:

    • Personalized or customized products.

    • Items purchased on promo or sale.

    • Items marked as "Final Sale" or "Non-Returnable."

3. Initiating a Return or Exchange:

  • To initiate a return or exchange, please follow these steps:

    • Contact our customer support team at basilioafrik@gmail.com and provide your order number and the reason for the return/exchange.

    • Our customer support team will guide you through the process and provide you with a Return Merchandise Authorization (RMA) number if applicable.

    • Carefully package the item(s) in the original packaging or a secure package to prevent damage during transit.

4. Return Shipping:

  • For eligible returns, customers are responsible for the return shipping costs. We recommend using a trackable and insured shipping method to ensure the safe delivery of the return.

  • If the return is due to a mistake on our part (e.g., incorrect item sent), we will provide a prepaid shipping label for your convenience.

5. Exchange Process:

  • If you wish to exchange an item for a different size, color, or variant, please indicate the desired exchange details when contacting our customer support team.

  • The exchange will be processed once we receive the returned item and confirm its eligibility.

6. Refund Process:

  • Refunds will be issued using the original payment method once we receive and inspect the returned item(s).

  • Please allow up to 7 working days for the refund to appear in your account, as processing times may vary depending on your payment provider.

7. Damaged or Incorrect Items:

  • If you receive a damaged or incorrect item, please contact us immediately. We will arrange for a replacement or provide a full refund, including any applicable shipping charges.

8. Multiple Returns:

  • We reserve the right to refuse returns or exchanges from customers with a history of excessive returns.

9. Further Assistance:

  • If you have any questions or need further assistance regarding our return and exchange policy, please reach out to our customer support team at basilioafrik@gmail.com.

 

This Return and Exchange Policy is part of our commitment to providing you with a pleasant shopping experience at Basilioafriks Store. We appreciate your trust in us and thank you for being our valued customer!

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