Page Title: Return & Refund Policy

Last Updated: November 1, 2025

At Basketgem, we take pride in the quality of each hand-woven basket. We want you to be completely satisfied. Please read our policy carefully to understand our unique products.

1. Return & Refund Eligibility

Returns Accepted For:

Goods with manufacturing defects upon delivery (e.g., unraveling weave structure, functional damage).

Goods severely damaged during shipping (please refer to our Shipping Policy).

You received a completely different item than what you ordered (wrong item shipped).

Returns Not Accepted For (Due to Handmade Nature):

Minor, natural variations in color, texture, size, or shape due to natural materials.

Subjective reasons such as "didn't like it," "doesn't suit," "slightly different from pictures," or "not as imagined."

Items that have been used, damaged, soiled, or are not in their original saleable condition.

2. Return Process

Contact Us: Within 14 days of receiving the item, contact us at basketmaker@basketgem.com with your order number, photos of the item you wish to return, and a detailed description of the issue.

Obtain Authorization: If we confirm your return request is eligible, we will send you a Return Merchandise Authorization number (RMA) and the designated return address. We cannot process returns shipped without prior authorization.

Ship the Item Back: You must ship the item back in its original packaging or similar sturdy packaging, in good condition, to the provided address within 7 days of receiving the return address. We strongly recommend purchasing shipping insurance and retaining the shipping proof for the return shipment, in case it is lost or damaged in transit.

3. Refunds (Once Approved)

After we receive and inspect the returned item and confirm it meets the return conditions, we will send you an email notification of the refund.

The refund will be automatically processed to your original payment method. Please note that it may take 5-10 business days for your bank or credit card company to complete the refund posting.

The original shipping cost is non-refundable. Return shipping costs are the customer's responsibility.

4. Exceptions / Exchanges

If an item is indeed defective and we have it in stock, we can arrange an exchange for you. The shipping costs for the exchange will be borne by us.

If the item is out of stock, we will process a full refund for you (including the original shipping fee you paid for the order).