Zaarefolks Return Policy
ZaareFolks Return & Refund Policy
Thank you for shopping with ZaareFolks and supporting our artisan community in Bolgatanga, Ghana. Every basket is individually handwoven with care, and we want you to feel confident when ordering from us.
1. Returns & Exchanges
If something isn't quite right with your order, please contact us at info@zaarefolks.com so we can help.
For eligible items, we accept return requests within 14 days of delivery, subject to the conditions below and any applicable consumer rights.
Please contact us before returning your basket. Because our products are shipped from Ghana, we need to confirm the appropriate return arrangements and address.
2. Damaged, Defective or Incorrect Items
If your basket arrives damaged, defective or different from what you ordered, please contact us as soon as possible.
To help us investigate, we kindly ask you to provide:
- Your order number
- Clear photographs of the affected basket
- Photographs of the shipping packaging, where relevant
- A brief description of the issue
Where a product is confirmed to be damaged, defective or incorrectly supplied, we will work with you to arrange an appropriate solution, which may include repair, replacement or refund.
Where a return is required due to our error or a product fault, ZaareFolks will cover the reasonable return shipping costs in accordance with applicable law.
We encourage customers to report issues promptly, but this does not limit any statutory rights that apply beyond 14 days.
3. Custom & Made-to-Order Baskets
Our baskets are individually handwoven by artisans in Ghana. Custom designs may involve special sizes, colours, patterns or other details requested by the customer.
Products made to a customer's specifications or clearly personalised may be excluded from change-of-mind returns where permitted by applicable law.
Please note that an item being handmade or produced after an order is placed does not automatically mean it is exempt from statutory cancellation rights.
Custom products that arrive damaged, defective or materially different from the agreed specifications remain covered by applicable consumer protections.
4. Delivery Attempts & Uncollected Parcels
Some international deliveries require a signature. If nobody is available to receive the shipment, the local carrier may hold it at a post office or collection depot for a limited period.
We kindly ask customers to monitor their tracking information and arrange collection or redelivery promptly where required. Please note that collection notifications are managed by local carriers and may not always arrive by email, SMS or post.
If a parcel is returned to Ghana because it was not collected, delivery was refused, or an incorrect or incomplete address was supplied, please contact us.
We will investigate the circumstances, including the tracking history and any carrier-related issues, before determining the available options.
If a customer requests reshipment, additional shipping charges may apply where permitted by law. We will confirm any charges before arranging a new shipment.
Any refund or cancellation request will be assessed in accordance with applicable consumer rights. Uncollected parcels do not automatically result in forfeiture of the order payment.
Where an error by ZaareFolks or the carrier caused the delivery problem, we will investigate and work with the customer on an appropriate resolution.
5. Change-of-Mind Returns
Where change-of-mind returns are available, customers should notify us within 14 days of receiving their order.
The item should be returned in a suitable condition and securely packaged to prevent damage in transit. Please contact us for return instructions before shipping.
Unless otherwise required by applicable law or agreed by ZaareFolks, customers are responsible for the direct cost of return shipping for change-of-mind returns.
Refunds, including any applicable original delivery charges, will be handled in accordance with the consumer rights that apply to the order.
6. Refund Processing
Once a refund has been approved and any applicable return requirements have been satisfied, we aim to process it within five business days, and always within any mandatory legal timeframe.
Refunds will normally be made to the original payment method unless otherwise agreed.
Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.
If you have any concerns about a refund, please contact info@zaarefolks.com.
7. Return Packaging & Basket Care
Our baskets are often packed in a flattened or compressed shape to reduce international shipping costs. This is normal and does not mean the basket is damaged.
Most baskets can be reshaped using cold water and gentle hand shaping, followed by complete air-drying. Please avoid soaking any leather details.
If you're unsure whether your basket needs reshaping or has suffered damage, please send us photographs before arranging a return. We're always happy to help.
8. Your Consumer Rights
Nothing in this policy limits or excludes any statutory consumer rights or remedies available under applicable law.
For assistance with your order, please contact:
ZaareFolks
Email: info@zaarefolks.com
Website: shopzaarefolks.com
Thank you for choosing handmade craftsmanship and supporting our artisan community in Ghana. 🤎