Refund policy
Return & Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
Eligibility for Returns
To be eligible for a return, 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.
To start a return, contact us at basegnow@gmail.com. Please do not send items back without first contacting us, as unauthorized returns will not be accepted.
Once your return is approved, we’ll provide you with the return instructions and return address.
All returns must be shipped to Kuala Lumpur, Malaysia. Customers are responsible for the cost of return shipping. Customer provides return shipping, and we recommend using a trackable shipping service and retaining proof of postage. Return shipping costs are non-refundable.
Damages and Issues
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
Perishable goods (e.g. food, flowers, plants)
Customized or personalized products
Personal care items (e.g. cosmetics)
Hazardous materials (e.g. flammable liquids or gases)
Sale items or gift cards
If you have questions about your specific item, please contact us before purchasing.
Exchanges
The fastest way to get the item you want is to make a new purchase after your return is approved and processed.
European Union 14-Day Cooling-Off Period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
To qualify:
The item must be returned in its original condition, unused, with tags, and in its original packaging.
You must provide proof of purchase.
In accordance with EU law, we will refund the product price and original shipping cost (if applicable), but you will be responsible for covering the cost of return shipping to Kuala Lumpur, Malaysia.
Customs, Taxes, and Duties
Customers are responsible for any customs duties, taxes, or import fees that may be applied to the item at the time of delivery or return. These charges are determined by the local customs authorities and are the responsibility of the customer.
We are not responsible for any customs delays or fees related to the shipment of returns. If you are returning an item, please ensure the proper customs documentation is included, as we cannot accept returns that have incurred additional customs duties or taxes.
Refunds
We will notify you once we’ve received and inspected your return. If approved, your refund will be automatically issued to your original payment method within 10 business days.
Please note that it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at basegnow@gmail.com.
