Refund policy

Returns & Refunds

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

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

To start a return, contact us at shop@basicsenses.com. If your return is accepted, we'll provide instructions on how and where to send your package. Items returned without first requesting a return may not be accepted.

You can submit a return or cancellation request through your customer account, or contact us at shop@basicsenses.com.

Unless the product is faulty, damaged, incorrect, or otherwise required by law, the customer is responsible for return shipping costs.

You can contact us with any return questions at shop@basicsenses.com.

Damages, faults and incorrect items

Please inspect your order when it arrives and contact us as soon as possible if an item is faulty or damaged, or if you receive the wrong item, so we can assess the issue and make it right. Nothing in this policy affects your statutory consumer rights.

Exceptions / non-returnable items

Certain products may not be eligible for change-of-mind returns, including products made to your specifications or clearly personalised.

For health and hygiene reasons, sealed goods that are not suitable for return once opened cannot be returned after the seal has been broken, where the applicable law permits this exception.

Gift cards cannot be returned.

Please contact us if you have questions about whether a particular product can be returned.

Sale items

Sale items are subject to the same statutory consumer rights as other products. Any additional voluntary return rights offered by Basic Senses will be stated where applicable.

Exchanges

If you'd like a different product, please contact us. Where a return is accepted, the simplest option is usually to return the original item and place a new order for the replacement.

EU Right of Withdrawal

If you purchase online as a consumer in the European Union, you generally have the legal right to withdraw from your purchase without giving a reason within 14 days from the day you, or a third party nominated by you other than the carrier, receive the goods, subject to applicable legal exceptions.

If an order contains multiple goods delivered separately, the withdrawal period generally begins when the last item is received.

To exercise this right, you must inform us of your decision to withdraw within the 14-day period. You can use the electronic withdrawal option provided on our website or contact us at shop@basicsenses.com.

After notifying us of your withdrawal, you must return the goods without undue delay and no later than 14 days after notifying us.

Unless we agree otherwise or the goods are faulty, damaged or incorrect, you are responsible for the direct cost of returning the goods.

When the right of withdrawal applies, we will refund the payments received from you, including the cost of our least expensive standard delivery option. If you selected a more expensive delivery method, the additional delivery cost is not refundable.

Refunds will be made using the original payment method unless otherwise agreed. We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

The right of withdrawal does not apply in certain circumstances permitted by law, including goods made to your specifications or clearly personalised, and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.

This policy does not affect your statutory rights.