Our promise to you
Returns & exchanges
Every bag is handcrafted and passes a manual quality check before it's dispatched. Because of this, once a product is unpacked we usually can't resell it — so our return window is limited, but fair.
15-day return & exchange policy
- Keep the product tag attached and intact — requests are rejected if the tag has been removed or the item isn't in original condition.
- Sale items are not eligible for return or exchange.
- Email clear photos of the completely unused product from all sides to bastanibags@gmail.com within 2 days of receiving your order.
- Our team inspects the photos and shares next steps. The full process usually takes 10–15 working days, depending on your location.
1-year brand warranty
- Claim it at our offline stores or main office, with your original purchase invoice.
- After inspection, we'll either repair the affected part or replace the bag, depending on its condition. A fully replaced product does not carry further warranty.
Received a damaged or wrong item?
- Email us within 2 days of delivery with photos and your order number — we'll arrange a replacement (this case is replacement-only, not a refund).
Refund taking a while?
Most payment-gateway delays resolve automatically in 7–8 working days. Past that, check your bank statement, then your card issuer, then your bank branch — and if it's still unresolved, email us and our finance team will look into it.
