Return Policy

Borneo Buys wants you to be completely satisfied with each and every purchase. As with all handmade items, variations will occur. Your artisan put a lot of care and effort into creating your product. To respect our artisans we do not accept returns for 'change of mind'. 

We are only accepting returns for damaged or defective products or products that arrived by error.

  • These must be reported to us within 7 days of delivery.
  • Any shipping costs, customs fees, and taxes are not included in the refund amount.
  • Visual proof of items will be required and can be emailed to borneobuys@gmail.com

We take great care to package your items to ensure they arrive safely. Please kindly pack fragile items with the protective materials that you received with your package. Please also note that items must arrive to us as undamaged, unwashed, and unused or they will not be eligible for a return. All shipping costs are non-refundable.

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

To start a return, you can contact us at borneobuys@gmail.com

You can always contact us for any return questions at borneobuys@gmail.com.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as consumables), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

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

 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at borneobuys@gmail.com.

 

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 and without a 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.