Basin Grace – Return & Refund Policy

At Basin Grace, we are committed to providing practical, stylish, and high-quality tissue holders, soap dispensers, sink caddies, countertop organizers, and everyday sink-side essentials.

If something is not right with your order, we will work to resolve it fairly, simply, and transparently.

✅ Eligibility for a Return or Refund

You may request a return or refund within 14 days of receiving your order if:

• You contact us within the 14-day return period
• The item is unused
• The item has not been filled, installed, assembled, or washed
• The item is in its original packaging
• The item remains in its original, resellable condition
• The item is damaged, defective, incomplete, or incorrect
• You can provide valid proof of purchase

🚫 Non-Refundable Items

We do not accept returns or refunds for:

• Items that have been used, filled, washed, installed, assembled, or altered after delivery
• Items returned without their original packaging
• Custom, personalised, or made-to-order products
• Final-sale or clearance products
• Products marked as non-returnable at checkout
• Items damaged due to misuse or improper handling
• Damage caused by accidental drops, impact, or excessive force
• Damage caused by prolonged exposure to water, moisture, or heat
• Damage caused by harsh chemicals or abrasive cleaning products
• Soap dispensers damaged by unsuitable or overly thick liquids
• Items returned after the 14-day return period

For hygiene reasons, products that have been filled with soap, lotion, or another liquid may not be returned unless they are defective or incorrect.

📝 How to Request a Return

To request a return, please contact our customer support team through our Contact Us page.

Please provide:

• Your order number
• Your full name and contact details
• The name of the affected product
• A brief explanation of the issue
• Clear photos or videos of the product
• Photos of the original packaging and shipping label, where applicable

Please keep the product and its original packaging until our team has reviewed your request.

🔄 Return & Refund Process

1. Review & Approval

Our team will review your request and may ask for additional information, photographs, or videos where necessary.

Submitting a return request does not automatically guarantee approval.

2. Return Instructions

If your request is approved, we will provide:

• The return address
• Packaging instructions
• Shipping instructions
• Any additional information required to complete the return

All returns must be approved before being shipped.

Items returned without prior approval may not be accepted or refunded.

3. Return Shipping Costs

Return shipping costs are the customer’s responsibility when:

• The customer changes their mind
• The wrong product, size, colour, or style was selected
• The product is no longer wanted
• The return is not related to a product defect or fulfilment error

Basin Grace will cover reasonable return shipping costs when:

• The item is defective
• The item arrived damaged
• The wrong item was delivered
• The order arrived incomplete due to our error

Where applicable, we may provide a prepaid return label or reimburse approved return shipping costs.

Please do not use an expensive or express return service without prior approval.

4. Return Inspection

Once the returned item has been received, our team will inspect it to confirm that:

• The correct product has been returned
• The item is unused and unfilled
• The product remains in its original condition
• All parts, accessories, labels, and packaging are included
• The return meets our eligibility requirements

We will notify you when the return has been approved or rejected.

5. Refund Issuance

Once your return has been received, inspected, and approved:

• Your refund will be issued to the original payment method
• Refund processing usually takes 5–7 business days
• Your bank or payment provider may require additional time to display the refunded amount

Refunds cannot normally be issued to a different card, bank account, or payment method.

📦 Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or incorrect, please contact us within 48 hours of delivery.

Please provide:

• Your order number
• A clear description of the issue
• Photos or videos of the affected product
• Photos of the outer packaging
• Photos of the shipping label

After reviewing the issue, we may offer:

• A replacement
• A full or partial refund
• Store credit, where agreed
• Replacement parts, where available

Please do not use, fill, install, assemble, discard, or return the affected item before receiving instructions from our support team.

🔁 Exchanges

Eligible products may be exchanged within 14 days of delivery, subject to approval and product availability.

If the replacement product has a different price:

• You may be required to pay the price difference
• Any eligible price difference may be refunded to the original payment method

Customers are normally responsible for exchange shipping costs unless the original product was damaged, defective, incomplete, or incorrect.

❌ Order Cancellation

Orders may be cancelled within 24 hours of being placed, provided they have not already been processed or shipped.

To request a cancellation, please contact our support team as soon as possible and provide your order number.

When a cancellation request is made within the permitted cancellation period and before the order has been shipped, the order may be cancelled and refunded.

Orders cannot normally be cancelled after dispatch. In this situation, the customer may need to wait for delivery and request a return under this policy.

Approved cancellation refunds will be issued to the original payment method and may take 5–7 business days to process.

💳 Shipping Fees

Original shipping charges are normally non-refundable.

Shipping fees may be refunded when:

• The product arrived damaged or defective
• The wrong item was delivered
• The order could not be fulfilled due to an error by Basin Grace
• A refund is required under applicable consumer law

Express, priority, and other upgraded delivery charges may not be refundable unless the selected service was not provided as agreed.

📌 Important Notes

• All returns must be approved in advance
• Products must be returned in their original condition
• Proof of purchase may be required
• Customers should use a trackable return shipping service
• Basin Grace is not responsible for return parcels lost during transit
• Returns showing signs of use, filling, washing, damage, alteration, or missing packaging may be rejected
• Refunds may be reduced when an item is returned damaged or incomplete
• Excessive, fraudulent, abusive, or suspicious return requests may be declined
• This policy does not limit any mandatory consumer rights available under applicable law

💬 Need Help?

For questions regarding returns, exchanges, cancellations, or refunds, please visit our Contact Us page.

Our support team will help ensure your Basin Grace shopping experience remains smooth, simple, and worry-free.