BASED offers a customer-friendly refund process designed to make returns and satisfaction issues as simple and stress-free as possible. The policy is structured around a 60-day window, beginning from the date the purchased item is delivered to the customer. Within this period, customers are eligible to request a refund if the product does not meet their expectations or does not work as intended for their personal needs.

One of the key aspects of the policy is flexibility. Refund requests are accepted regardless of whether the product has been opened, tested, or fully used. The brand acknowledges that personal care products may affect individuals differently, so even if a product has been tried and found unsuitable, customers can still initiate a refund request. The main objective is to ensure that users feel confident when trying new items without the fear of being permanently stuck with something that does not suit them.

To begin the refund process, customers are instructed to contact the support team by sending an email to the official customer service address. In the message, they should include their order number along with a brief explanation describing the issue or reason for the refund request. This allows the support team to quickly identify the purchase and understand the situation in order to provide appropriate assistance. After the request is submitted, the company handles the next steps and guides the customer through the resolution process.

In many cases, customers are not required to return the product in order to receive a refund. This approach is intended to simplify the experience and reduce unnecessary shipping or inconvenience. However, there are certain situations where a return may be necessary. If that occurs, the customer service team will provide clear instructions on how and where to send the item back. It is important to note that sending products back without first contacting support and receiving approval will result in the return not being accepted.

For customers located outside the domestic region, international return policies include additional considerations. In situations where a physical return is required, the customer is responsible for covering the cost of shipping the item back. This condition helps manage logistics for cross-border orders while still maintaining the overall flexibility of the refund system.

The policy also addresses issues related to damaged, defective, or incorrect items. Customers are encouraged to inspect their order as soon as it arrives. If any problem is found, such as damage during shipping, manufacturing defects, or receiving the wrong product, the customer should immediately reach out to support. Providing a photo along with the order details helps speed up the resolution process and ensures that the issue can be verified and corrected efficiently.

BASED does not offer traditional product exchanges. Instead of swapping one item for another directly, customers are encouraged to request a refund for the original purchase and then place a new order for the desired product. This method is designed to streamline processing and reduce delays. If customers are unsure about which product to choose next, support representatives are available to provide guidance and recommendations to help select a better match.

Once a refund request has been reviewed and approved, the reimbursement is issued back to the original payment method used during the purchase. The standard processing time for refunds typically ranges from three to seven business days. However, the exact time may vary depending on the customer’s financial institution or credit card provider, as some banks require additional processing time before funds become visible in the account.