Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@thingsfromafrica.co. Returns must be requested before items are sent back. Return instructions and the return address will be provided once your request is approved.

Unless the item is defective, damaged, or incorrect, return shipping costs are the customer’s responsibility. Items sent back without prior approval will not be accepted.

You can always contact us for any return-related questions at info@thingsfromafrica.co.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you may place a new order for the replacement item.

Custom & made-to-order items

Many of our chessboards are handmade and customized, including personalised carvings, engraving, piece selection, special finishes, or made-to-order designs.

Custom or personalised items are non-returnable and non-refundable, unless they arrive damaged, defective, or not as approved or described. All customization details are confirmed with the customer before production begins.

European Union & UK 14-day cooling-off period

If your order is shipped to an address in the European Union or the United Kingdom, you generally have the right to cancel your order within 14 days of receiving it, without giving any reason.

To exercise this right, please notify us by email at info@thingsfromafrica.co within 14 days of delivery, clearly stating your intention to cancel.

You must return the item within 14 days of notifying us. Items must be unused, in original packaging, and in the same condition as received.

If the cancellation is accepted and the item is returned in acceptable condition, we will refund the item price and the cost of standard outbound shipping (if applicable). Return shipping costs are the customer’s responsibility, unless the item is defective or incorrect.

This cooling-off right does not apply to custom or personalised items, in accordance with EU and UK consumer protection regulations.

Refunds

We will notify you once we’ve received and inspected your return, and let you know whether the refund has been approved.

If approved, refunds will be processed to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process and post the refund.

Original shipping fees, customs duties, and import taxes are non-refundable, except where required by law.

If more than 15 business days have passed since your refund was approved, please contact us at info@thingsfromafrica.co.

Non-returnable items

Certain items cannot be returned, including:

Custom or personalised products
Gift cards
Sale or clearance items
Items damaged through misuse or improper handling after delivery

Lost or delayed shipments

Once an order has been shipped, delivery times are the responsibility of the courier service. While we will assist customers in tracking and resolving shipment issues where possible, Things From Africa is not responsible for delays caused by customs, courier disruptions, weather conditions, or other factors outside our control.

If a package is confirmed lost in transit, we will work with the courier to determine the appropriate resolution.

Handmade Product Variations

All our products are handcrafted using natural wood and traditional artisan techniques. Small variations in wood grain, colour, carving, finish, or dimensions are part of the uniqueness of handmade products and are not considered defects.

Customs and Duties

International customers are responsible for any customs duties, VAT, import taxes, or clearance fees charged by their country.

Order processing times

Ready-made items are usually processed within 2–5 business days.

Custom or made-to-order products may require additional production time before shipping. Estimated timelines will be communicated to the customer before production begins.

Incorrect Address

Customers are responsible for providing accurate shipping information. Things From Africa is not responsible for orders shipped to incorrectly provided addresses.

We truly value every customer and every handcrafted piece we create. If you have any concerns about your order, please contact us and we will do our best to assist you fairly and promptly.