Refund policy

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It should also be in the original packaging where possible.

Several types of goods are exempt from being returned. Such as any custom made or made to measure item.

To complete your return, we require a receipt, order confirmation or proof of purchase.

There are certain situations where only partial refunds are granted

Any item not in its original condition, is damaged or missing parts for reasons not due to our error

Any item that is returned more than 30 days after delivery

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days of having received the returned item.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at johncowanbaskets@gmail.com.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
If your Item arrived damaged please contact us within 3 working days to arrange for a replacement to be sent to you and to begin resolving the matter. We only replace items if they are defective or damaged. When the delivering carrier brings your order you MUST look for any damage to the packaging and goods. Reject the delivery of the damaged parcel and instruct the courier to return to sender. If you accept the delivery of the damage Parcel, damage to packaging and goods MUST be noted on the delivery note next to your signature. You must cross out "Delivered in good condition" from the carrier's delivery note. It is very important to check your order. A signature is an acceptance that you have received the whole order undamaged and that the packaging was in good condition. If you need to exchange it for the same item, send us an email at johncowanbaskets@gmail.com and send your item to: John Cowan Baskets , 51 Wellgatehead, Lanark, ML11 9AA, United Kingdom. If 30 days have gone by since your purchase was received at the delivery address, unfortunately we can’t offer you a refund or exchange on an item damaged in transit.

Shipping
To return your product, contact John to let him know to expect a return and mail your product to: John Cowan Baskets , 51 Wellgatehead, Lanark, ML11 9AA, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If your item is arrived damaged please allow time for John to make a replacement if the item is now out of stock.

If you are shipping an item over £45, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item but will do everything possible to look out for your returned item. Once the returned item has been received, please allow 7 days for us to process the return payment.