Returns Policy

Product Returns

  1. We undertake to reimburse you for any product delivered to you that is faulty or is in a damaged condition.  If you wish to return a faulty or damaged product, you must notify us through our designated “contact us” webpage where we set out our requirements relating to return of such goods.
  2. If we are unable at the time of return to replace or exchange returned goods, we undertake to reimburse your credit card for the amount initially debited for the purchase including packaging and postage charges.
  3. Once the packaging has been removed from your product, our return policy is voided. Returns or exchanges for opened or used goods are then the responsibility of the manufacturer not Base 2 Base.
  4. The majority of our products warranty returns are handled by the product manufacturer or their authorised service centre.
  5. All warranty returns or product exchange items sent back to Base 2 Base must be pre-paid postage, Base 2 Base does not accept “return to sender” or “receiver pays” postage items.
  6. In the event of a warranty return, please contact Base 2 Base at admin@base2base.com.au to explain the problem or concern before posting your item. Once your concern has been received we will create an RMA Number (Return Merchandise Authorisation) for you, this will need to be included with your returned item.
  7. Returned items must include the following:
  • Your Order/Invoice Number
  • Invoice Date
  • Contacts Details (those that were on original invoice)
  • Email address
  • Phone Number
  • RMA Number
  • Reason for return

Please Note: Base 2 Base may not accept product returns if any of the following apply:

  • Incomplete or missing parts
  • The customer has changed their mind or decided they do not like the goods
  • There are signs of physical damage to the product
  • The product has been damaged due to unreasonable or unintended use

Base 2 Base will email you as soon as we have received your returned product and keep you updated on its status

Product Exchange

Can I return an item in exchange for another product?

Yes absolutely, provided packaging is still intact and tags remain in place. For example: if you were to purchase a pair of pants and they were not the right size, you can return them and exchange them for a different size. Please note however that we require the item returned in its original packaging with all tags still attached, return postage back to Base 2 Base and return of exchanged product is not paid for by Base 2 Base and is the responsibility of the purchaser.

FAQ

WHEN do items need to be returned by?
Contact needs to be made within 7 Days of receipt of products.

WHERE do items need to be returned to?
Please return items to:

PO Box 1662
Oxenford QLD 4210

HOW do customers return items?

Returned items must include the following:

  • Your Order/Invoice Number
  • Invoice Date
  • Contacts Details (those that were on original invoice)
  • Email Address
  • Phone Number
  • RMA Number
  • Reason for return

SHIPPING for returns?
Customers are liable for shipping back to Base 2 Base, in the event of a replacement item/size change shipping of this item is also to be paid for by the customer.

CREDIT for returns?
If you would like to return your item due to it being the wrong size and we don't have a replacement we are able to credit your Base 2 Base account or alternatively credit the money back to your account used to pay for the item.

Instore return option?
For Gold Coast customers we are available by appointment for returns and exchanges, phone 0414 600 958 for details.

Packing materials?
Items must be in original packaging for exchange, packaging must be in tact and tags stil in place.