Customer Care
Everything you need to know about shopping at Basemark
Return Policy
At Basemark, we want you to be completely satisfied with your purchase. If the sizing or fit isn't exactly what you envisioned, we are happy to offer returns under the following conditions.
Please note: We do not offer direct exchanges. If you need a different size or color, please follow the return process below for a refund and place a new order on our website.
The 15-Day Window
You have 15 days from the date of delivery to request a return. Any requests made after this 15-day period will not be accepted.
Condition Requirements for Eligibility
To qualify for a return, the merchandise must be in its original, unworn, unwashed, and unaltered condition. We strictly enforce the following rules to ensure quality for all our customers:
- Tags Must Be Attached: All original merchandise tags must remain fully attached to the garment. Items with tags that have been torn, tampered with, or cut off will immediately be rejected.
- Labels Intact: All internal labels, including size and garment care labels, must be perfectly intact.
- Original Packaging: The item must be returned inside all its original packaging materials, including any branded bags, sleeves, or protective covers you received it in.
Online Exclusivity
All purchases made through the Basemark website must be processed online. Website orders cannot be returned, swapped, or handled at any physical retail locations or stockists.
Sale Items & Promotional Discounts
- Final Sale: Any items marked as "Sale," "Clearance," or purchased during special clearance events are considered Final Sale and are not eligible for return or refund.
- Promotional Codes: If a promotional discount code was applied to your original order, your refund will reflect the exact discounted price you paid, not the original retail value of the item.
How to Initiate a Return
- Contact Support: Reach out to our customer service team with your Order Number and the reason for your return.
- Pack Your Order: Safely pack the garment, ensuring all tags are attached and all original packaging is included.
- Handover: Follow the instructions provided by our support team to hand the package over to our delivery partners.
Processing and Refunds
Once your return is received and inspected at our facility, we will notify you regarding the approval or rejection of your item. Approved returns will be refunded to your original payment method (Fonepay, ConnectIPS, or bank transfer) within 3 to 5 business days.
Shipping and handling charges from the original purchase are non-refundable. Basemark reserves the right to reject any return that does not meet the strict condition requirements listed above.
Frequently Asked Questions
Do you offer direct exchanges for a different size?
No, we do not process direct exchanges. To get a different size or color, simply return your original unworn item for a refund and place a new, separate order on the website for the correct item.
How long does the refund process take?
Once our facility receives your return package, our team conducts a quality inspection within 1 to 2 business days. If approved, the refund amount will be credited back to your original payment method within 3 to 5 business days.
Do I have to pay for return shipping?
Yes, customers are responsible for the delivery fees associated with returning an item, unless you received a defective or incorrect product. This fee can be deducted from your final refund amount.
I removed the tag but still have it. Can I still return the item?
No. To maintain strict quality control, the original tags must remain physically attached to the garment exactly as they arrived. If the tag is cut, torn, or detached in any way, the item is no longer eligible for a return.
What happens if my return is rejected during inspection?
If your return fails our quality inspection (e.g., tags are removed, or there are signs of wear, washing, or makeup/perfume stains), the item will not be eligible for a refund. The rejected item will be shipped back to your original delivery address at your expense.
Can I return an item I bought on the website to a physical store?
No. To maintain accurate inventory and payment processing, all orders placed on the Basemark website must be returned through our online return process. Physical retail locations cannot process website returns or issue refunds for online orders.
I received an item as a gift. Can I return it?
Yes, but the refund for the returned item will be issued back to the original payment method used by the purchaser. We cannot issue cash refunds or transfer the refund to a different account.