Return Policy

Rules for exchanges, returns and refunds:

In short, if you do not agree with the product you have received, you can exchange it in the following ways:

• The deadline for the exchange to be requested is up to 14 calendar days after receipt of the product;
• The warranty period for the product is up to 30 calendar days after receipt of the product;
• To do this, contact support@bastoni.co.uk;
• If the product has not met your expectations, you can also get your money back. For a refund, you have up to 14 calendar days to make the request, from receipt of the product.

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.

Our greatest commitment is to your complete satisfaction. If you have chosen your product in our online shop but, upon receiving it, find that there is a manufacturing defect, we guarantee your right to exchange or return it in accordance with the terms below:

Dissatisfaction with the product: Within 14 (fourteen) calendar days of receipt.

Defective product: Within 30 calendar days of receipt. (For defects such as: product with damaged glass or display, apparent scratches, missing parts, the customer has the right to activate the guarantee if they contact us within 24 hours of receipt, and always send images and videos of the package received. If the customer contacts us after 24 hours, the problem will be considered to have been caused by misuse).

Please note that the first step in exchanging or returning a product is to contact our Customer Service Centre. Our team will instruct you on how to return the product.

As soon as we receive the e-mail, we will send your request to our quality department for verification. Authorisation from this department will be required for a possible exchange to be made. Once it has been analysed, we will get back to you with our opinion and whether an exchange is necessary.

Your complaint will be analysed within a maximum of 14 working days and, if the problem is found, we will contact you via email.

To return a product due to dissatisfaction:

The product must not have marks of use, in the case of watches and other accessories, the product must not have been removed ‘gummies’ for adjustment, the product must be sent in the way it was received, with the original packaging (packaging from the post office, with label).

As soon as we receive the parcel, we will analyse it to confirm that everything is in accordance 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:

• Exchange for any other product of a similar value that is available in our stock. Note: only the 1st (first) exchange will be free of charge;
• Receive a new product equal to the one ordered;
• Receive a refund of the amount spent on the products;
• Receive a coupon with the value of the product to use on future purchases.

The customer is fully responsible for the cost of returning the product.

Guarantee:

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

For the guarantee to be activated, the customer must send us a video of up to 1 minute showing the problem. This video must also show the packaging of the product received (packaging from the post office, labelled), as well as the guarantee certificate.

The customer can also prove the defect by sending us photos that clearly show the defect and the photo must show the packaging of the product, as well as the guarantee certificate.

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

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.

IMPORTANT:

Our guarantee does not cover aesthetic faults that occur after the purchase of the product, such as stains, tears, broken or cracked screens, wear and tear caused by contact with the user's sweat, among other similar problems.

The guarantee also does not cover: damage caused by fluids such as wine or other drinks and, in the case of some devices or accessories, dropping the product in water or leaving it submerged; although some products are water resistant, there are certain limits to be respected, which are different for each product. It also does not cover damage caused by attempts to repair or adapt the product by you or third parties.

In addition, faults or damage that may arise due to normal wear and tear of the product and tests carried out by the customer to check the resistance of the product, such as tests to check the resistance of the watch glass or tests to check water resistance, among others, are not covered by the guarantee.

Refunds:

In accordance with the CDC (Consumer Defence Code), the request for cancellation of virtual purchases must be made within 14 working/current days of the date of receipt.

For credit card cancellations, our finance department has a maximum of 7 working days to process the charge with the credit card operator and the deadline for the balance to be returned to your credit card is up to 120 days according to the card operators and depends on the closing date of your invoice.

If the purchase was made by debit card, the refund will be made via the payment platform on the site, which is also indicated on the client information.

If a refund is necessary, it will be made to a current account within a maximum of 10 working days after the quality analysis and can only be made to an account with the same client information that was used on our site.

In the case of products returned without prior communication, after the deadline, with missing or different items, without the label or invoice, they will be sent back to the customer.

The same applies to exchanges that are rejected after the products have been analysed by our quality department. They will be sent back to the customer, collect, and the postage for this return will have to be paid by the customer.

Attention: Bastoni is not responsible for freight costs for returns followed by refunds, chargebacks or exchanges for other products, this is the customer's responsibility.

In most cases, we make refunds when the return parcel arrives at the Bastoni Store (recipient), usually within 8 to 20 days by the Post Office. Upon receipt, the team will contact the customer for a refund.

Team, Bastoni.