Refund Policy

1. Dissatisfaction with the product: within 14 (fourteen) calendar days of receipt.
2. Defective product: Within 30 calendar days of receipt.
3. After the product has been dispatched: As soon as you receive the product, you can request a return and refund.

Please note that the first step for an exchange or refund is to notify our Customer Service Centre by contacting us via email: support@bastoni.co.uk

We want you to be totally satisfied with every purchase you make from Bastoni but if you are looking to return an item be it for an exchange or refund, please e-mail first for a returns number within 14 days of receiving your order, quoting your order reference number so we can find your order quickly. We will then email you a returns form and a unique returns number.

Bastoni warrants that the goods are free from defects at the time of despatch.

RETURNING AN ITEM

When returning an item, please re-use the original packaging if possible; otherwise please ensure goods are packaged sufficiently to prevent damage. Please include the completed returns form or a copy of your packing list, stating your returns number and what your wishes are for an exchange, replacement or refund. If you return an item without a returns number this may cause a delay in your request. We can only replace or refund on goods that are returned to us accompanied by a proof of purchase from Bastoni, or with means by which we can find your original order in our records.

Any refund given will be made automatically to your original order payment method (at the current rate of exchange for overseas orders).

When returning items, always obtain proof of posting as claims can then be made against the Post Office for loss or damage. We cannot refund or exchange goods that arrive back damaged or are lost in the post.

Please note: that we cannot credit for wind damage on an umbrella, this is a natural phenomenon and damages caused by the wind do not constitute a manufacturing fault.

Your rights to return goods are protected under The Consumer Protection (Distance Selling) Regulations 2000.

Any order must be returned to our warehouse in China.

RETURNS - REPLACEMENT

We guarantee to replace or, if out of stock refund, faulty items. Simply notify us within the 3 days of delivery of the goods, we may ask you to take photograph of the damage and email it to us as proof and we can then send out a replacement faster. The item may have to still be returned to the manufacturer, if this is the case we will email you returns details, with a freepost address or pre-paid returns label.

Any order must be returned to our warehouse in China.

RETURNS - EXCHANGE

When returning an item for exchange, please call or email to check we have the item you want in stock and we can reserve the item for you and issue you with a returns number. Exchange items must be returned 'as new' with all original labels and packaging included. Please mark clearly what you would like as a replacement on the returns form or a covering note. Once we have received your return and processed your exchange, if there is any difference due we will contact you before despatch. Return costs cannot be refunded, but we will send out the exchanged item free of charge.

If you need the exchange item in a hurry then we would suggest you place a new order which we can then despatch straight away. Once we have received the returned item we will refund the item cost back to your original order payment method.

Any order must be returned to our warehouse in China.

RETURNS - FAILED DELIVERIES

If our courier delivery is not picked up by the customer or if delivery is refused by the customer then the return charge made by the courier company will be deducted from any refund.

If an item is returned as undeliverable then we will make every effort to contact the customer to arrange redelivery, a further shipping charge may apply. If contact cannot be made then the order will be refunded less original shipping charge and return charges if any.

Any order must be returned to our warehouse in China.

INTERNATIONAL RETURNS & EXCHANGES

As long walking sticks and umbrellas are expensive to send internationally please make sure you look through the product details page to make sure the item is suitable for you.

We do not offer a free returns service. If the item arrived damage please let us know within 3 working days and email us images of the damage and we can take it from there. Please do not automatically return damaged items, wait to hear from us. 

International exchanges are not possible. Please place a new order and when your return arrives we will refund the cost of the items.

Any order must be returned to our warehouse in China.

Note: only the 1st (first) exchange will be free of charge.

To make the exchange/return, the product must not have marks of use, the product must be sent directly to our P.O. Box, as soon as the object is received by us and everything is in accordance with the conditions of return of the item, we will proceed with the refund or exchange of the goods within 5 (five) working days.

Our team will guide you through the entire product return process.

For product returns due to dissatisfaction: As soon as we receive the parcel, we will analyse it to confirm that everything complies with the conditions for returning the item. After confirmation, our Customer Service Team will contact you and in this case you will be able to choose between:

1. exchange for any other product that is available in our stock.

2. Receive a refund of the amount spent on the products, (we do not refund the cost of postage if the product delivered is the correct model and is in perfect condition).

Guarantee: All products in the shop are guaranteed for 30 calendar days from receipt of the product.

Note: only the 1st (first) exchange will be free of charge.

For the guarantee to be activated, the customer must send us a video of up to 1 minute proving the problem, this video must also show the packaging of the product received (packaging from the post office, with labelling), it is essential that the packaging is shown in the video, in addition to the proof of guarantee.

The customer can also prove the defect by sending us photos that clearly show the defect, and the photo must show the product packaging and proof of warranty.

NOTE: Bastoni does not provide any technical assistance, we do not have an authorised assistant. If you have any further questions, please contact our team and we will give you all the support you need.

IMPORTANT:
Our guarantee does not cover aesthetic faults that occur after the product has been purchased from us, such as tears, stains, broken or cracked screens, among other similar problems.

The guarantee also does not cover:

- Damage caused by fluids, such as dropping the product in water or leaving it submerged; although some products are water resistant, there are certain limits to be respected from product to product;

- Damage caused by an attempt by you or a third party to repair or adapt the product;

- Improper use of accessories;

- Faults or damage that may arise due to normal wear and tear - for example, scratches on the screen from use, oxidation due to excess uric acid from the user of the product;

- Acceptable reduction in battery life;

- Tests to check the resistance of the product, such as a test to check the resistance of the watch glass or a test to check water resistance, among others.

Warranty details:

• The exchange will be made for another product of the same value, at the customer's choice, or as part payment for another product of a higher value than the exchanged product. Note: only the 1st (first) exchange will be free of charge;
• The amount paid will not be refunded, in whole or in part;
• Gifts sent with the products must be returned if the goods are exchanged;
• Damaged or misused products will not be replaced;
• At any time, the exchange of products made to order, or products that have been subject to renovations, engravings and/or modifications is NOT permitted.

Frequently Asked Questions:

I requested an exchange. How soon will I receive my product?

As soon as the return of the product is confirmed at our Distribution Centre, we will analyse its condition and, if everything is in order, the new product will be sent within 5 (five) working days.

In the case of an exchange or return for reasons of dissatisfaction, size or product discrepancy, we will analyse the quality and, if there are signs of use, we will return it to the sender without prior notice.

In the case of an exchange or return due to a product defect, we will analyse the quality and, if there are signs of misuse, return it to the sender without prior notice.

I requested a refund. How long will it take me to get a refund?

If the form of payment was a credit card, the form of refund may be a credit in your online shop account to make a new purchase, or a credit card reversal.

If the payment method was debit card, the refund will be made directly to the same account where the payment was made.

Please note that credit card companies have a deadline of 30 to 120 days for the refund to appear on your invoice.

If you have any further questions, please contact our customer service channels in the website footer;

Sincerely, Bastoni Team.