Refund & Returns Policy – Basmarbies

Last updated: 12-01-2026

Thank you for shopping with Basmarbies. We want you to be completely satisfied with your purchase.
This Refund & Returns Policy explains how to return items, when refunds are provided, and your statutory rights under UK consumer law.

1. Your Legal Rights

Under UK law, when you buy online you have the right to cancel your order and receive a refund within a 14-day cooling-off period starting from the day after you receive your order. You then have 14 days to return the goods once you’ve notified us of your cancellation. We must issue your refund within 14 days of receiving the returned items. (GOV.UK)

These rights apply even if you simply change your mind, unless the product is exempt (see Section 4).

2. Returns & Refunds – How It Works

2.1 Changing Your Mind (Standard Returns)

If you decide you no longer want a product, you may return it within 14 days of delivery and receive a full refund once we receive the item back.

To return an item:

  1. Contact us at info@basmarbies.co.uk with your order number and reason for return.
  2. Return the product to our returns address (we will confirm on request).
  3. Items must be returned in original, unused condition with packaging intact (unless faulty).

Refunds are made using your original payment method.

2.2 Faulty & Incorrect Items

If your product is faulty, incorrect, or not as described, please let us know within 30 days of receiving your order. We will arrange a full refund, replacement, or exchange, including return postage costs.

This includes:

  • Products that are damaged on arrival
  • Items that are materially different to the description
  • Items that don’t perform as intended due to a manufacturing fault

You may be asked to provide evidence of the fault.

3. How Long Refunds Take

Once we receive the returned item:

  • We aim to process your refund within 14 days
  • A full refund will be issued to your original payment method
  • Refunds include the cost of the product and its standard delivery fee

4. Exemptions & Non-Returnable Items

Certain products are non-returnable or non-refundable unless they are faulty, as permitted by UK law:

  • Opened health, hygiene, or personal care items
  • Perishable goods
  • Items that have been significantly used or damaged by the customer

Even for exempt items, you still have rights if a product is faulty, not fit for purpose, or not as described. (Sprintlaw UK)

5. Return Postage & Costs

Unless the item is faulty or incorrect, you may be responsible for return postage costs.

Please return items using a tracked service and keep proof of postage. We are not responsible for packages lost in transit on returns.

6. Exchanges & Replacement Items

If you would like a replacement item instead of a refund (subject to availability), please tell us when you contact us to initiate a return.

7. Contact Us

For return requests, questions, or support:
📧 Email: info@basmarbies.co.uk
📍 Address: 13 Sheepscroft, Bristol, BS13 9BA, United Kingdom

We aim to respond to all return requests as quickly as possible.

8. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer protection laws.

Optional Add-On Section (if you want to explain clearer to customers)

Cooling-Off Period Explained:
You have a 14-day cooling-off period from the date you receive your items. You do not need to give a reason to cancel. Once you tell us, you have another 14 days to return the item.

Faulty Goods:
You may receive a refund, exchange, or repair if the item is faulty. UK law gives longer protection for faulty products beyond the standard return window.

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