Return policy
Your pieces are handmade , should I expect variations?
Yes. All Baobab & Neem pieces are made in small batches using traditional pottery techniques. Variations in colour, glaze, texture, and size are natural and expected. These irregularities are part of the handmade process and what make each piece unique. They are not considered defects.
Do you accept returns because of these variations?
We don’t accept returns solely due to natural handmade variations. However, if for any other reason you’re not satisfied with your purchase, we’re happy to accept a return.
What if I don’t love my piece?
That’s okay. We want you to feel good about the pieces you bring into your home. If for any reason you’re unhappy with your purchase, you may return it within 48 hours of delivery, provided it is clean, unused, and in its original condition and packaging.
How do I start a return?
Please email us within 48 hours of receiving your order, letting us know why you’re not satisfied. We really value feedback and appreciate hearing how we can do better. Once we hear from you, we’ll share the return details and address.
You can reach us at info@baobabandneem.com.
Do I need to use tracking?
Yes. Returned items should be shipped with a tracking code, which must be shared with us after shipment.
What happens after you receive the item?
Once we receive and inspect the piece, we’ll issue:
• A refund to your original payment method, or
• Store credit, if you prefer
Are shipping fees refundable?
Original shipping costs are non-refundable. Only the returned item(s) will be refunded.
Who covers return shipping?
Return shipping costs are the customer’s responsibility unless the item arrived damaged or incorrect.
What if my piece arrives damaged?
If your item arrives damaged, please contact us within 48 hours of delivery with clear photos of the piece and its packaging. We’ll make it right with a replacement, refund, or store credit.
Are there any items that can’t be returned?
Yes. We’re unable to accept returns for:
• Items returned after 48 hours
• Custom or made-to-order pieces
• Sale or discounted items
How long do refunds take?
Refunds are processed after inspection and may take a few business days to reflect, depending on your payment provider.