Refund Policy
We have a 30-day return policy, which means you have a 30 calendar days window after receiving the item to request a return.
Return Process
To qualify for No Reason Returns, the item must be in the same condition as the item you received, unassembled or unused, labeled, and in its original packaging. You will also need a receipt or proof of purchase.
To start a return, please contact us via email (support@basetbl.co.uk) or online customer service. If your return is accepted, we will send you a return label and instructions on how and where to send your package, or directly arrange the courier come up to pick the parcel.
Please do not return the product directly to the original address unless you directly rejected it upon receipt.
Damages and issues
Please inspect your parcel upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, and please do not assemble the chair.
And please provide us a picture to support@basetbl.co.uk to let us determine the after sales solution for you, like partial refund, return, replace or exchange to another chair.
What we need your help during return the products
1. Prepare the package : Remove the products and put them back in their original packaging, unless otherwise agreed, you always need to put the products back in their original packaging to complete the return.
2. Waiting the courier come up to pick the parcel, or use a specific channel to send it back to the warehouse address we provided (after communicating with us)
Exceptions / non-returnable items
We do not provide return service for products with the following conditions：
The damage of the product is not caused by the quality problem of the product itself, including:
1. Man-made damage
2. The environment that does not meet the conditions of use (high temperature, high salt, high humidity, high acid environment and other harsh environments)
3. Unconventional use/overload use
Although we do not provide free return and replace services in the above cases, we can still provide paid parts replacement services
About Refund
Once we have received and checked your return, we will notify you and let you know if your refund has been approved. If approved, you will be automatically refunded to your original payment method. The refund it may take some time for your bank or credit card company to process and issue the refund, the usual processing time is 3-5 business days.
If a bank charge is incurred during the refund process, then this charge will be paid by buyer.
Exchanges
If you have received the wrong package or product, remember not to assemble the product. Please contact us at support@basetbl.co.uk and we will arrange an exchange for you.
Replacement
If you find the goods are damaged because of the quality problem, feel free to contact us and get replacement parts to fix the issue with no extra charge in the first year. For over first year products, we still provide repalcement parts and only charge the shipping cost.
Charge Details
If the product has quality problems, the pickup service will be booked by BASETBL, and the cost will be borne by BASETBL. But we do not offer direct return and reimbursement of shipping costs, unless otherwise negotiated.
For all returns due to subjective reasons, the shipping cost will be paid and borne by the buyer. When the package arrives at the warehouse, the refund will automatically arrange back to your original payment account, but please contact us in advance to reserve the return information, otherwise the system will not recognize your return order, resulting in a delay in refund.
You can always choose the carrier with the lowest price to ship the parcel back to our warehouse. If the freight needs to be borne by you, we do not specify the shipping channel you use.
Normally, return shipping costs are within £15 depending on the product in the UK and Germany, and within €35 for the rest of the EU.
If you can't find a cheap carrier to ship your parcel for you, you can also consult us for a reference.
If you have any questions please contact us at support@basetbl.co.uk