Your satisfaction is our priority. We accept returns for unused and undamaged items subject to the terms below.
A. Eligibility & Return Window
| Condition | Requirement |
| Return Window | Items must be returned within 3 days of the purchase or delivery date. |
| Product Condition | Items must be unused, unwashed, and undamaged. |
| Packaging | All items must be in their original packaging with all seals, tags, and accessories intact and in a re-sellable condition. |
| Proof | Clear photos of the item and its packaging are required to process a return request. |
B. Initiation and Process
- Contact Us: To initiate a return, please contact Customer Care at bastonnova@gmail.com with your order number, reason for return, and required photographic evidence.
- Approval: Upon approval, we will provide you with the next steps for returning the product.
- Inspection: Once the item is received and inspected, we will notify you of the approval or rejection of your refund/exchange request.
C. Refunds and Exchanges
Exchange First: We prioritize an exchange for a similar or alternative item.
Refund: Refunds will only be processed if an exchange is not possible and will be issued to your original method of payment.
Sale Items: Only regular-priced items may be refunded or exchanged. All Sale, Clearance, or Final Sale items cannot be returned or refunded.
D. Exceptions (Non-Returnable Items)
We cannot accept returns on items that are:
Requested after the 3-day return window.
Washed, used, worn, or missing original packaging/tags.
Damaged due to customer handling, misuse, or improper storage.
Final Sale, Clearance, or Open Box items.
Note: Minor color discrepancies due to screen variation are not considered a defect.
E. Charges and Liability
Return Shipping: The customer is generally responsible for the return shipping costs, unless the item received was incorrect or defective due to Baston Nova error.
Handling Fee: A 5% handling fee may be deducted from the value of the refund or exchange item for non-defective returns.
III. Defects and Incorrect Orders
A. Manufacturer Defects
If you receive an item with a clear manufacturing defect, you must contact us within 3 days of delivery.
We will cover the return shipping cost and issue a free replacement, provided the product is returned in its original, unused condition and packaging.
B. Incorrect Items Received
If you received the wrong item, contact us within 3 days of delivery.
We will provide a prepaid return label and ship the correct item to you upon receipt of the incorrect product.