Refund policy

Last updated: 14/12/2025

At BASE, we are committed to transparency, functional quality, and compliance with Australian consumer law.

This policy outlines how refunds, replacements, and remedies are handled in line with the Australian Consumer Law (ACL).

 

Your Rights Under Australian Consumer Law

Under the ACL, consumers are entitled to a replacement or refund for products that have a major fault, and to compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to meet acceptable quality standards and the failure does not amount to a major fault.

This policy operates in addition to — and does not limit — your rights under the ACL.

 

Eligible for Refund or Replacement

You may be eligible for a replacement or refund if the item received is:

  • Defective due to a manufacturing fault

  • Incorrectly supplied (wrong item sent)

In these cases, BASE may, at its discretion and in accordance with the ACL:

  • provide a replacement, or

  • issue a partial or full refund,

    depending on the nature of the issue.

 

Not Eligible for Refunds

Refunds or returns are not accepted for:

  • Change of mind

  • Incorrect size selection

  • Incorrect purchase made by the customer

We strongly recommend reviewing the size guide carefully before placing an order.

 

Reporting an Issue

If you believe your product is defective or incorrect, you must contact us within 14 days of delivery.

Please include:

  • your order number

  • a brief explanation of the issue

  • clear photos showing the defect or error

This allows us to assess the issue efficiently and fairly.

 

Return Shipping

For approved refund or replacement cases involving defects or incorrect items:

  • Customers are not required to return products overseas.

Further instructions will be provided after review.

 

Refund Processing

Approved refunds are issued to the original payment method.

Processing times may vary depending on your payment provider.


Contact

For assistance with refunds or consumer rights enquiries, please contact us using the support details listed on our website.