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

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.