Returns and Cancellation Policy
Returns Policy
We accept returns within 14 days, starting from the day your order was delivered.
Returned items must comply with our returns policy:
- Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included
- Final sale items cannot be returned unless the item arrives damaged or faulty when delivered to you
- All artworks must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective box when returned
- If an item has a Botswana Arts Online security tag or brand tag attached, it must be returned with the tag in its original position
- Pottery and Baskets must be returned in the same condition it arrived in, including all branded packaging and documents provided with it
- Made-to-order items cannot be returned as they have been created to your specification unless the item arrives damaged or faulty when delivered to you
Customers are liable for any returns made at their own expense, which do not use our standard return service. If returning from a country different from the country in which the order was received, customers must bear the return costs and be liable for the return. This excludes orders in which an incorrect item was received or was damaged, or faulty.
To create a better shopping experience for our customers, we offer a flexible returns policy. We monitor the number of returns and reserve the right to close your Botswana Arts Online account or restrict future orders if your return behaviour is in breach of our Returns Policy.
Cancellation Policy
Cancelling an order under the Consumer Contracts Regulation
Depending on where you live, you can also choose to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) 2013 Regulations (CCRs). If you would like to cancel your order, you must notify us of your wish to cancel within 14 days from the date your order arrived using one of the methods set out below. If you choose to cancel your order (or part of your order) before it has been prepared for shipment (usually when the shipping label is printed), the items will not be sent out to you and you will receive a full refund, including shipping costs. If you choose to cancel your order (or part of your order) after it has been prepared for shipment (usually when the shipping label is printed), the items will need to be returned. Once the returned products have been received and accepted, you will receive a full refund, including shipping costs. Your statutory rights in relation to cancellation/withdrawal (as set out in section 10 of the Terms and Conditions) are not affected. Once you notify us, you will be responsible for the cost and arrangement of returning the items to the Botswana Arts Online or partner boutique you ordered from.
For more information on cancelling an order under the Consumer Contracts Regulation (CCRs), view section 10 of our Terms & Conditions
To cancel a contract, you must inform us, preferably:
- By telephone, giving us your name, address and order reference
- By email at customerservice@botswanart.co.bw quoting your name, address and order reference; or
- By completing and returning this cancelation form to the address specified in the form.