Refund policy

Returns & Refunds Policy

At Baobab Decor, we are committed to ensuring your satisfaction with every purchase. If for any reason you are not completely happy with your order, we offer the following returns policy:

Eligibility for Returns:

  • Items must be returned within 30 days of the delivery date.
  • Please note: The 30-day return window is strictly enforced and non-negotiable. Returns requested or initiated after this period will not be accepted under any circumstances.
  • This policy is in place not only for operational efficiency but also because our courier and insurance partners do not cover damages or claims reported more than 30 days after delivery. As a result, we are unable to process returns or issue refunds for any reason beyond this timeframe, including courier-related damage.
  • Products must be unused, in their original packaging, and in the same condition as when you received them.
  • Proof of purchase (receipt or order confirmation) is required for all returns.

Non-Returnable Items:

  • Custom-made or personalized items.
  • Products that have been installed, altered, or show signs of wear.
  • Gift cards.

How to Return an Item

  1. Contact Us: Reach out to our customer service team at Info@baobabdecor.co.za with your order number and reason for return.
  2. Return Authorization: Once your return is approved, we will provide instructions for sending the item back.
  3. Shipping: You are responsible for return shipping costs, unless the item was defective or incorrect. We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.

Refunds:

  • Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed within 7–10 business days, and a credit will automatically be applied to your original method of payment.
  • Shipping fees are non-refundable.
  • Please note: For returns not due to an error on our part (such as change of mind or incorrect item ordered),Courier Fees will be deducted and a 5% handling fee will be deducted from your refund total. This fee covers administrative and restocking costs. If the Item was not damaged on delivery and if sending a non defective product back results in damage to the item a repair cost will be deducted to repair the item.

Exchanges:
If you wish to exchange an item, please follow the same steps as above. Exchanges are subject to product availability.

Damaged or Defective Products:
If you receive an item that is damaged or defective, please contact us within 48 hours of delivery.

  • Claims made after this period may not be eligible for replacement or refund due to courier and insurance limitations.
  • Please also note: Courier-related damage must be reported within 30 days of delivery, as we cannot process claims or issue compensation beyond this point.

Exchanges (Additional Details):

We understand that sometimes you may need to exchange an item for a different product, size, or color. We offer an easy and flexible exchange process to ensure your complete satisfaction.

Eligibility for Exchanges: Items can be exchanged within 30 days of the delivery date, provided they are in their original, unused condition, and include all packaging and accessories. This 30-day exchange window is also strictly non-negotiable due to shipping and insurance limitations. Proof of purchase is required.

Exchange Process:

  1. Contact Us: Reach out to our customer service team at Info@baobabdecor.co.za with your order number, the reason for the exchange, and details of the new product you wish to receive (size, color, etc.).
  2. Return the Original Item: After your exchange request is approved, you will need to return the original item to us in its original condition. We will provide instructions for return shipping.
  3. Processing the Exchange: Once we receive and inspect the returned item, we will ship out the new product. If the new item is of a different price, you will either be charged or refunded the difference.

Shipping Costs: For standard exchanges, you are responsible for the return shipping costs. If the item being exchanged is defective or incorrect due to our error, we will cover all shipping costs. For all other exchange reasons, a 5% handling fee will also apply.

Product Availability: All exchanges are subject to product availability. If the requested item is out of stock, we will offer alternative options or a full refund.

Exchanging for a Different Product: If you'd like to exchange your item for a completely different product, the same process applies. Any price differences between the two items will be settled before shipping the new item.

Timeframe for Exchange: Once we receive your returned item, we will process the exchange within 7–10 business days. You will receive a confirmation email once the new item is dispatched.

If you have any questions or need further assistance, feel free to contact our customer service team at Info@baobabdecor.co.za.