Returns & Exchange Policy

EXCHANGING PRODUCTS

We understand that sometimes you may wish to exchange an item you’ve purchased – we’re here to help!
We offer exchanges or credit notes, subject to the following conditions:

  • Please contact us within 7 days of receiving your order if you’d like to arrange a return or exchange.
  • Items must be returned to Bashiri within 14 days of delivery in the same, unused condition as received.
  • Exchanges or credit notes will be issued once the item has been received and inspected.
    Please note: we do not offer refunds for change-of-mind returns, except as required under Australian Consumer Law.
  • The credit note will be the original purchase price minus all shipping costs (even if your order qualified for free shipping). and transaction fees (e.g. PayPal or bank fees).
  • Customers are responsible for all postage costs related to change of mind returns, including sending the original item back to us and the cost of shipping the replacement to you (if applicable).
  • We recommend using a tracked postal service, as Bashiri cannot be held liable for returns lost in transit.
  • Sale and second grade products are not eligible for an exchange or a credit note (except where a structural fault is present)
  • To begin the process, please email us at [email protected] with your order number and reason for return.

warranty & Support

We want you to be happy with your Bashiri products and are committed to resolving any issues as quickly and fairly as possible.

If you discover a fault with your basket, please email [email protected] with a photo of the issue and your order number. We’ll assess the condition and advise you on the next steps. In some cases, we may ask you to return the item – if so, we’ll cover the return shipping. Our warranty terms are included below:

Vegan baskets with Handle:
If a basket has a fault or breaks unexpectedly during normal use within 2 months of purchase: we’ll replace the basket or offer a credit for the value of the basket and any associated postage costs (if applicable).

All other baskets:
If a basket has a fault or breaks unexpectedly during normal use within 3 months of purchase: we’ll replace the basket or offer a credit for the value of the basket and any associated postage costs (if applicable).

A SPECIAL NOTE ON OUR BASKETS

Our Bolga Baskets are all 100% hand-woven by our talented friends in Ghana. No two are the same – variations in size, shape, colour, and pattern reflect the handmade nature of each piece. We carefully inspect each basket before dispatch to ensure you receive a first-grade product.

These simple care tips will help preserve the beauty and strength of your handmade basket:

  • Keep your basket dry and avoid exposing it to excess moisture.
  • Avoid overloading with heavy items to prolong its shape and structure.
  • Gently clean your basket using a soft brush or cloth.
  • Loose grass ends can be carefully tucked back in or trimmed off.

instrument warranty

We stand by the quality and craftsmanship of our instruments. All instruments purchased directly from Bashiri are covered by a 6-month warranty from the date of purchase.

What is Covered:

  • Manufacturing defects in materials and workmanship
  • Structural issues including cracks, warping, or hardware failures
  • Defective electronic components (if applicable)

What is Not Covered:

  • Normal wear and tear, including strings, drum heads, and reeds
  • Damage caused by misuse, accidents, or improper maintenance
  • Unauthorised repairs or modifications
  • Cosmetic damages that do not affect the instrument’s functionality

For any concerns, please contact our team [email protected]. Include your order number, photos and description of the issue.