Return and Exchange Policy
Effective Date: 12th October 2025
Company: Black Star Experience Secretariat – Merchandise Division (“BSE Merch”)
Location: Accra, Ghana
1. Our Commitment
At BSE Merch, we take pride in the quality and craftsmanship of our products.
If you are not fully satisfied with your purchase, we will gladly assist you with a return or exchange under the terms outlined below.
This policy applies to purchases made through our official website, social media pages, or pop-up stores.
2. Eligibility for Returns or Exchanges
You may return or exchange an item within 7 days of receiving your order, provided that:
● The item is unused, unworn, and unwashed
● Original tags, packaging, and labels are still attached
● You provide a valid receipt or proof of purchase
We do not accept returns for:
● Items purchased on sale or promotion
● Accessories such as bracelets, bandanas, or hats (for hygiene reasons)
● Items damaged after delivery due to misuse or wear
3. Return Process
To request a return or exchange:
1. Contact our customer support team via Email or WhatsApp within 7 days of receiving your item.
2. Provide your order number, reason for return, and preferred resolution (refund or exchange).
3. Our team will review your request and share the return address or drop-off instructions.
Customers are responsible for shipping costs associated with returns or exchanges unless the item arrived damaged or incorrect.
4. Refunds
Once your returned item is received and inspected, we will notify you of the refund status.
If approved:
● Refunds will be issued to your original payment method within 7–14 business days.
● Shipping fees are non-refundable.
If the return does not meet our policy conditions, we reserve the right to reject the refund or apply a partial credit.
5. Exchanges
If you wish to exchange an item for a different size or product:
● Exchanges are subject to stock availability.
● If the new item costs more, you’ll pay the difference.
● If it costs less, we’ll refund the difference to your original payment method.
6. Damaged or Incorrect Items
If you receive an item that is damaged or different from what you ordered:
● Report the issue within 48 hours of delivery.
● Attach photos of the item and packaging in your message.
● We will cover all return shipping costs and send you a replacement as soon as possible.
7. In-Store Returns (Pop-Up or Event Sales)
For items purchased at an event or pop-up store:
● Returns can be made directly at our next scheduled event booth, or
● Through our central office in Accra (by appointment only).
Proof of purchase (receipt or order number) is required.
8. Contact Information
For return or exchange requests, please reach out to:
Black Star Experience Secretariat – Merchandise Division
Email:
Phone:
WhatsApp:
Address: Accra, Ghana
Shipping & Delivery Policy
Effective Date: 1st May 2025
Company: Black Star Experience Secretariat – Merchandise Division (“BSE Merch”)
Location: Accra, Ghana
1. Overview
This Shipping & Delivery Policy explains how we process, package, and deliver orders placed through the BSE Merch online store, social media pages, or official sales channels.
Our goal is to provide fast, safe, and reliable delivery to every customer in Ghana and across the world.
2. Order Processing
● Orders are processed within 1–3 business days after payment confirmation.
● You will receive a confirmation email or message with your order number and estimated delivery time once your purchase is confirmed.
● During high-demand seasons (such as December in Ghana or major festivals), processing times may be extended by up to 2 additional business days.
3. Delivery Options and Timelines
a. Local (Ghana) Deliveries
We deliver to all major cities and towns across Ghana.
Estimated Delivery Times:
● Accra & Tema: 1–3 business days
● Other regions: 3–5 business days
Deliveries are made through verified logistics partners or our in-house delivery team.
b. International Deliveries
BSE Merch currently ships to selected international destinations including:
● United Kingdom
● United States
● Canada
● Europe (France, Germany, Netherlands, etc.)
● Selected African countries
Estimated Delivery Times:
● West Africa: 5–10 business days
● Europe & North America: 7–21 business days
All international deliveries are handled through trusted courier partners such as DHL, FedEx, or UPS.
4. Shipping Costs
Shipping fees are calculated at checkout based on location, order weight, and delivery method.
● Local deliveries within Accra/Tema may have flat rates or be offered at promotional discounts.
● International delivery rates are displayed before checkout confirmation.
● Customers are responsible for any import duties, customs taxes, or clearance fees applicable in their destination country.
5. Order Tracking
Once your order is shipped, you will receive a tracking number via email or SMS.
You can use this tracking number to monitor your shipment’s status and delivery progress through the courier’s website or portal.
6. Missed Deliveries and Address Issues
It is your responsibility to provide accurate and complete delivery information.
If a delivery fails due to an incorrect or incomplete address, additional charges may apply for redelivery.
Orders not claimed within 7 days of attempted delivery will be returned to our warehouse.
7. Packaging and Handling
All products are securely packaged to protect them during transport.
Each order is checked by our Quality Control team before shipment to ensure accuracy and product integrity.
Eco-friendly packaging materials are used where possible, in line with BSE’s sustainability commitments.
8. Delays or Force Majeure
While we strive to deliver all orders within the stated timelines, delays may occur due to:
● Weather disruptions
● Customs clearance delays
● Courier or logistics issues
● National holidays or special events
BSE Merch is not liable for delays outside our control, but we will always communicate updates promptly.
9. Lost or Damaged Packages
If your order is lost or arrives damaged:
1. Contact support@bsemerch.com within 48 hours of delivery.
2. Provide your order number and photo evidence (for damaged items).
3. We will investigate with the courier and resolve the issue quickly through replacement or refund.
10. Contact Information
For shipping questions, delivery updates, or support, contact:
Black Star Experience Secretariat – Merchandise Division
Email:
Phone:
WhatsApp:
Address: Accra, Ghana