Refund/Return Policy
The following terms and conditions apply to all orders placed on our website.
ORDER CANCELLATION
1.1. If you cancel your order within 06 hours of placing it, you will be held responsible for the payment fee (if incurred), which is non-refundable.
1.2. Cancellation beyond 06 hours after placing an order is not allowed. In case there is any inaccurate or insufficient information, such as an incorrect or inadequate address which prevents us from processing and/or delivering the order, we will notify you via your registered email. Please check your mail regularly.
REPLACEMENT & REFUND/RETURN
2.1. Replacement or refund conditions (if applicable):
In case that the order is lost during the shipping process, we will arrange the replacement immediately for your order.
2.2. Return policy
If you encounter any problems with your order, kindly reach out to us using Contact US or support@bastiaanpte.com within 5 days of receiving your order to detail your concerns. Our customer service team will assist you in arranging a replacement or refund if necessary.
There is no requirement to return the item under any circumstances. However, please be aware that if you return the item without our prior authorization, we cannot be held responsible for any loss or additional expenses incurred as a result of the unauthorized return.
To facilitate the swift resolution of product-related concerns, please ensure that your complaint is accompanied by comprehensive and clear evidence, as outlined below:
- An unboxing video upon receiving the package.
- Photographs depicting any quality issues and damaged parts of the actual product received.
- Photographs showcasing the incorrect item received, particularly if it differs in terms of color, design, or size compared to the order confirmation.
- Photographs of the size label and the entire item when measured with a ruler, particularly if the size is inconsistent with the measurements stipulated in the size chart.
- Photographs of the original shipping label of the product received.
After we confirm through email that you are qualified for a refund or replacement, we will process your refund/replacement within 07 business days of confirmation.
- You should receive the tracking number for your replacement product(s) within 7-10 business days after confirmation.
- You should receive your refund within 3-5 business days of confirmation. Kindly note that your payment provider determines when your refund will be credited to your payment account.
Please note that the return policy not covered by warranty:
- Products without adequate proof of purchase.
- Products that have been lost or stolen.
- Products that are out of warranty.
- Issues that are not quality-related (30 days after purchase).
- Repair through a third party.
- Damage from external sources.
- Damage caused by misuse of the product (including but not limited to: drops, extreme temperatures, water, improper operation of equipment).
- Purchase from an unauthorized dealer.
DISCLAIMER
3.1. You must provide all information and/or documentation related to your order(s) placed in our store upon request. We reserve the right to suspend or terminate your customer account if fraudulent activity is detected, or to refuse support if you do not sufficiently provide complete or accurate information and documents in accordance with our refund policy.
3.2. We will not be liable for any loss or shipment delivery failure caused by the recipient’s absence, an incorrect or insufficient address, package refusal, or theft of goods after delivery.
3.3. We will not accept responsibility for any claim resulting from user error, such as wrong size, design, or color selection.
3.4. Bulky and oversized product packaging must adhere to the carrier’s standard criteria. As a result, when the products are folded when packaged, they may have creases. Please note that this is not a product flaw. To prevent wrinkles and creases, spread the product flat for 3-5 days.