Return & Exchange Policy

To protect your shopping rights, BaseBraid (hereinafter referred to as “we” or “us”) has established this Return & Exchange Policy to explain the conditions, procedures, and cost arrangements for returns and exchanges.

1. Return & Exchange Period

Users may request a return or exchange within 15 days after receiving the product.

2. Conditions for Return & Exchange

Returns or exchanges can be requested under the following circumstances (including but not limited to):

• Product has visible defects

• Product has quality issues

• Product has odor or significant color difference

• Product does not match the order

• Return or exchange without reason

3. Return Process

1. Contact us via email or customer service hotline to request a return, providing:

   • Order number

   • Payment proof

   • Reason for return

   • Relevant photos or videos

2. Our customer service team will process your request within 1–3 business days and provide the return address upon approval.

3. Return the product to the designated return address and wait for us to receive it.

4. Once received, we will inspect the product to confirm it meets the return conditions. If approved, a refund will be arranged immediately.

4. Exchange Process

1. Contact us via email or customer service hotline to request an exchange, providing:

   • Order number

   • Payment proof

   • Reason for exchange

   • Relevant photos or videos

2. Our customer service team will process your request within 1–3 business days and provide the return address upon approval.

3. Return the product to the designated return address and wait for us to receive it.

4. Once received, we will inspect the product to confirm it meets the exchange conditions. If approved, the replacement product will be shipped within 1–3 business days.

5. After shipment, you will receive an email containing the order number and shipping carrier information. You can track your order status in real-time via the website’s “Order Tracking” page.

5. Refund Process

• Refund Method: Refunds will be returned to the original payment account (Visa, MasterCard, etc.)

• Estimated Time: 3–5 business days, depending on bank processing time

• If the refund does not arrive within the expected timeframe, please contact customer service.

• Refund amount includes the actual paid product price and eligible shipping fees (settled in AUD).

6. Cost Policy

• Returns/exchanges due to product defects, quality issues, odor, color difference, or incorrect items: shipping cost borne by BaseBraid

• Returns without reason: shipping cost borne by the user

• Except for the above, users are not required to pay any additional return/exchange fees or handling charges

7. Responsibility Statement

Within the scope permitted by law, our responsibilities are:

• Ensure the return, exchange, and refund process is handled efficiently

• Users must provide accurate order information and payment proof

• We will assist with delays or damages caused by uncontrollable logistics factors, without affecting the refund or exchange

• Users are not liable for normal operations during the return/exchange process

8. Contact Us

If you have any questions regarding returns or exchanges, please contact us:

Address: 2101 N Lamar Blvd Apt 5, Austin, TX
Phone: +1 (210) 404-4391
Email: complaintcare@basebraid.com

Customer Service Hours: Monday to Friday, 09:00–12:30 / 14:00–18:00 (Australia Time, GMT)