1. Order Cancellations & Modifications Our fulfilment process begins immediately after an order is placed. While we’ll do our best to accommodate changes or cancellations, we can’t guarantee any adjustments once the order has been processed. Please contact us as soon as possible via: hello@baskandbath.co.za 066 363 9017 All confirmed orders are subject to the return policy below.
2. Returns & Refunds (Online Purchases Only) 2.1 Faulty or Incorrect Items If you've received a faulty, damaged, or incorrect item, we’re here to help! Please notify us within 7 days of delivery, including: • Your order number • The affected item(s) • A brief description and clear photos of the issue Contact: hello@baskandbath.co.za
Please do not return the item unless instructed by our support team, as this could delay resolution.
In line with the Consumer Protection Act, faulty or incorrect items may be eligible for a repair, replacement, or refund within 6 months of receipt, provided the product has not been misused or expired based on its intended use. Our products are formulated for short-term or single-use application (e.g., personal care products, soaps, small-batch amenities). As such, returns or replacements for defective goods are typically only applicable within 7 days of delivery, unless otherwise agreed upon. The 6-month return period applies only where a product fails to perform within a reasonable time based on its nature and expected lifespan. Return shipping for faulty/incorrect items is covered by us.
Understanding Return Eligibility We aim to treat every customer fairly while also protecting product integrity and hygiene standards. Below is a clear breakdown of what is considered returnable and what is not:
All returns must be requested within 7 days of delivery. Unauthorized returns will not be accepted. Still unsure if your item qualifies? Check our Returns FAQs below for detailed examples and guidance.
2.2 Returning Unopened Items (Store Credit Only) Unopened and unused products may be returned for store credit or exchange.
To initiate a return: 1. Contact us at hello@baskandbath.co.za within 7 days of receiving your order. 2. Ensure the items are in their original, sealed packaging. 3. Once approved, return the item within 7 days. Return shipping is at your expense and must be trackable.
Please note: • Samples are non-returnable • A R75 restocking fee applies • Original shipping fees are not refundable • We are not liable for lost, incorrectly returned, or damaged packages • Used/opened items cannot be returned • Refunds are processed as store credit only • Gift card purchases will be refunded to a new gift card • Returns may take up to 10 business days to process
Return Address: Bask Amenities (Pty) Ltd Attn: Returns Department 79 The River Road, Unit 10 Bryanston, Johannesburg, 2021 South Africa
2.3 Opened or Used Products Due to hygiene reasons, we do not accept returns or exchanges on any opened or used items. Please review product details and ingredients before purchasing. If irritation or allergies occur, discontinue use and consult a healthcare provider. Unfortunately, refunds cannot be issued in these cases.
3. Additional Information Unavailable to Receive Delivery Please ensure someone is available to receive your parcel. If the courier cannot deliver after multiple attempts, the parcel may be returned to us. • Re-delivery fees will apply • If you cancel your order after a return due to non-delivery, the original shipping fee will be deducted from your refund
Out of Stock Items If an item becomes unavailable after your order, it may be cancelled. A full refund will be issued, and you’ll be notified via email.
4. Legal & Policy Updates This policy is in accordance with the Consumer Protection Act (CPA) of South Africa. Bask Amenities reserves the right to update these terms at any time, without prior notice. For any questions or concerns, please reach out to us at hello@baskandbath.co.za.
Returns & Refunds – FAQ
Welcome to our Returns Help Centre! Below you'll find answers to the most common questions we receive about returns, refunds, and replacements. If you're unsure whether your item qualifies, this guide should help — and if you're still uncertain, we're always happy to assist directly at hello@baskandbath.co.za. Can I return an item I’ve already opened or used? Unfortunately, we cannot accept returns on any products that have been opened, used, lit (candles), sprayed (room sprays), or unsealed (e.g. sachets, soaps, hotel amenities) due to hygiene and product integrity concerns. This includes: • Lit candles or partially burned wicks • Opened diffusers or used reed sticks • Sprayed room sprays • Opened mini sachets, soaps, or bottles Please double-check ingredients, scent descriptions, and product details before use to ensure it suits your preferences and sensitivities. What if I received a faulty or damaged product? If your item arrives with damaged or defective packaging (e.g. cracked glass, or broken closure), please let us know within 7 days of delivery. We'll gladly arrange a replacement or refund, depending on the situation. Please include: • Your order number • A clear photo of the item and packaging • A short description of the issue Email: hello@baskandbath.co.za
I received the wrong product — what now? Oops! If we sent you an item you didn’t order, please get in touch right away. We'll send the correct product to you at no extra charge, and you won't need to return the incorrect one unless otherwise instructed by us.
Can I return something if I changed my mind? Yes – if the product is unopened, unused, and still sealed, you can return it within 7 days of receiving it for store credit. You’ll be responsible for return shipping, and a small restocking fee of R75 will apply. We recommend using a trackable courier service, as we’re not liable for lost or incorrectly returned parcels.
Can I return sample sizes or hotel amenities? Products and samples are non-returnable once opened, but if they arrive with damaged packaging (e.g., burst sachets or cracked/damaged bottles), we’ll happily replace them.
How does the 6-month return policy under the CPA apply? Under the Consumer Protection Act (CPA), customers have the right to return goods that are defective or fail due to poor quality within 6 months — but only where the issue relates to a fault beyond the customer's control. Because our products are: • Designed for short-term use (Home fragrance range) • Often consumed after first use (e.g. candles, soaps, hotel amenities) …we request that any faults be reported within 7 days of delivery. This timeframe allows us to act fairly and quickly, given the nature and lifespan of our products.
How long do refunds or store credits take? Once your return is received and approved: • Store credit or gift card refunds will be processed within 10 business days • You’ll receive an email confirmation once issued
Can I return a gift or gift card? • Gift cards can only be refunded to a new gift card (no cash refunds) • Gifted items follow the same return conditions as above — they must be unopened and returned within 7 days for store credit
What address do I return my items to? Please only send returns to this address after receiving approval from our team: Bask Amenities (Pty) Ltd Attn: Returns Department 79 The River Road, Unit 10 Bryanston, Johannesburg, 2021 South Africa
Need More Help? Reach out to our friendly support team at hello@baskandbath.co.za and we’ll guide you through the process.
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