Refund policy

Last Updated: October 31, 2025

At Asetena African Goods, we take great pride in offering high-quality, handmade African home goods created by skilled artisans across the continent. Each piece tells a story of tradition, craftsmanship, and culture. We want every purchase to bring joy and satisfaction, but if you are not completely happy with your order, we are here to help.

This Return & Refund Policy outlines the conditions and process for returns, exchanges, and damaged items to ensure a smooth experience.

1. Return Eligibility

To be eligible for a return or exchange:

  • The item must be unused, in its original condition, and in its original packaging.
  • A receipt or proof of purchase is required.
  • Items that are damaged, used, or have missing parts due to causes beyond our control will not qualify for return.
  • International orders are not eligible for returns or exchanges.

2. Timeframe

All return or exchange requests must be initiated within 7 days of receipt of the item.
After 7 days, we are unable to accept returns or issue refunds.

3. Damaged or Defective Items

We take great care in packaging and shipping your handcrafted items. However, due to their delicate nature, we kindly ask that you follow the steps below upon delivery:

IMPORTANT NOTE:

  • Please sign the courier’s proof of delivery by writing “goods received unchecked.”
  • Before unboxing your order, take clear photos of the packaging, even if it appears to be in good condition.
  • These photos and the signed delivery note are essential for any refund or damage claim.

Asetena African Goods will be released from any liabilities only upon receipt of a properly signed document and photographs.

If your order arrives damaged or with a defect, please contact us within 48 hours of delivery at hello@asetenagoods.comwith the following:

  • Your order number
  • A description of the issue
  • Photos of the item and its packaging

Our team will review your request and determine whether a replacement, store credit, or refund is appropriate.

4. Return Shipping and Packaging

  • Customers are responsible for return shipping costs unless the return is due to damage during transit or an approved exchange/store credit.
  • Original shipping charges are non-refundable.
  • Items must be returned in the original packaging or in packaging that provides equal protection to prevent further damage. Returns not properly packaged may not qualify for a refund.
  • We recommend using a trackable shipping method. Asetena African Goods is not responsible for lost or damaged return shipments.

5. Refunds

  • Refunds will be processed once the returned item has been received and inspected.
  • If approved, a refund will be issued to your original payment method within 7–10 business days, depending on your bank or card provider.
  • If the item was marked as a gift, a gift credit will be issued instead of a cash refund.

6. Return & Exchange Options

Store Credit:
If you choose to receive store credit, a prepaid return label will be emailed to you (where applicable). Once your return is received and inspected, store credit will be applied to your account for future purchases.

Refund to Original Payment:
If you prefer a refund to your original payment method, please follow the instructions provided by our support team once your return is approved.

Exchanges:
The fastest way to ensure you get what you want is to return the item you have, then make a separate purchase for the new item.

7. Exclusions

The following items are final sale and non-returnable:

  • Custom-made or personalized pieces
  • Sale or clearance items
  • Oversized or made-to-order items
  • International orders
  • Gift cards

Due to the handcrafted nature of our goods, minor variations in color, size, or texture are to be expected. These are not considered defects and do not qualify for refunds or returns.

8. Processing & Communication

Once your return is received and inspected, we will email you to confirm approval or denial.
Approved refunds or credits will be processed promptly. If you have not received your refund within 10 business days of approval, please contact your bank or card provider before contacting us.

9. European Union 14-day cooling-off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

10. Contact Us

For all return, exchange, or damage inquiries, please contact our customer support team:
hello@asetenagoods.com
asetenagoods.com 

Thank you for supporting Asetena African Goods.
Your purchase helps preserve African traditions, empower artisan communities, and bring the spirit of “Asetena” life into homes around the world.