Refund policy

Effective Date: 05/08/2025     Last Updated: 05/04/2026

At Bascora, customer satisfaction is our priority. This Returns and Refunds Policy explains how you can return items, request refunds, or exchange products purchased from our platform. By making a purchase, you agree to these terms.

1. Return Eligibility and Conditions

1.1 Return Window

Returns are accepted within 30 days of delivery (based on tracking confirmation).

1.2 Condition Requirements

  • Unopened, unused, and in original condition
  • All tags, labels, and packaging intact
  • Includes all accessories
  • Valid proof of purchase required
  • Must pass inspection at our facility

1.3 Return Authorization

Email returns@bascora.com with:

  • Your order number
  • Item details
  • Reason for return

We will issue a Return Merchandise Authorization (RMA) number. Returns sent without an RMA may be refused and returned to sender.

2. Non-Returnable Items

The following items cannot be returned:

  • Personalized, custom-made, or made-to-order products
  • Final Sale, Clearance, or As-Is items
  • Items damaged due to misuse, alteration, or negligence
  • Products missing packaging, documentation, or accessories
  • Digital downloads and gift cards
  • Returns submitted after 30 days from delivery

3. Defective or Damaged Products

3.1 Reporting Requirements

Report defective or damaged items within 7 days of delivery. Provide:

  • Photographic evidence of the issue
  • Brief description of the problem
  • Original packaging retained for inspection

3.2 Resolution Options

If verified, we will, at your preference:

  • Replace the item at no additional cost
  • Issue a full refund, including original shipping
  • Offer store credit for the full purchase amount

4. Refund Processing

4.1 Inspection & Approval

All returns are inspected upon receipt. Refunds are granted at Bascora’s discretion in accordance with this policy.

4.2 Processing Timeline

  • Refunds issued within 5–7 business days of approval
  • Credit card refunds: 7–14 business days
  • PayPal refunds: usually instant
  • Bank transfers: 3–5 additional business days

4.3 Refund Method

Refunds will be made to the original payment method only.

4.4 Partial Refunds

Partial refunds may apply if:

  • Items are returned incomplete, damaged, or used
  • Return conditions are not fully met

5. Return Shipping & Costs

5.1 Customer Responsibility

Return shipping costs are your responsibility unless:

  • The item was defective upon delivery
  • An incorrect item was shipped
  • The item was damaged during transit

5.2 Shipping Guidelines

  • Use trackable, insured shipping
  • Package items securely to avoid further damage
  • Clearly mark the RMA number on the package
  • Keep tracking information and shipping receipt

5.3 Risk of Loss

You are responsible for the item until it is received by Bascora.

6. Exchanges

6.1 Eligible Exchanges

  • Defective or damaged items for identical replacements
  • Size or color exchanges, if available
  • Items damaged in shipping

6.2 Price Differences

  • If the replacement item is higher in price, you pay the difference
  • If lower, we refund the difference

7. International Returns

For international customers:

  • All return shipping and customs fees are your responsibility
  • Ensure compliance with local import/export regulations
  • Allow an additional 10–15 business days for processing

8. Dispute Resolution

8.1 Internal Resolution

All disputes must first be submitted to returns@bascora.com for internal resolution.

8.2 Final Decision

Bascora’s decision regarding return/refund eligibility is final and binding.

9. Policy Modifications

This policy may be updated at any time. Continued use of our services indicates acceptance of any changes.

10. Contact Information

Returns Department: 📧 returns@bascora.com

Customer Support: 📧 hello@bascora.com

Business Hours: Monday–Friday, 9:00 AM – 6:00 PM GMT
Response Time: Within 24 business hours

Include:

  • Order number
  • Product details
  • Description of the issue
  • Your contact information

11. Limitation of Liability

To the fullest extent permitted by law, Bascora’s liability is limited to the original purchase price of the item.

This policy is governed by the laws of England and Wales. All disputes will be resolved in the courts of England and Wales.