Returns & Refunds

Can I return or exchange my order?

Unfortunately, we are unable to offer returns or exchanges at this time unless your item arrives damaged.

If your order arrives damaged, please contact us as soon as possible with your order number and clear photographs of the item and packaging so that we can assist you.

Email: hello@basiscent.com 

Can I cancel or change my order?

Unfortunately, we begin processing your order as soon as it is placed.

For this reason, we are unable to change or cancel orders once they have been confirmed.

Please make sure that your products, quantities, delivery address and contact information are correct before completing your purchase.

What if my order arrives damaged?

If your item arrives damaged, please contact us as soon as possible and include:

• Your order number
• A brief description of the issue
• Clear photographs of the damaged product
• Clear photographs of the outer packaging

Once we have reviewed the issue, we will contact you with the appropriate next steps.

What if I receive the wrong item?

If you receive an item different from the one you ordered, please contact us with your order number and photographs of the item received so that we can assist you.

Refunds for damaged items

Where a refund is approved following a damaged order, the processing time may vary depending on the payment method used.

We will confirm once your refund has been processed.

By completing an order through our website, you acknowledge and agree to this Returns & Refunds Policy.