Returns Policy – Basaè Naturals

At Basaè Naturals, we take pride in handcrafting our products in small batches using high-quality, natural ingredients. We are committed to providing exceptional customer service and ensuring your satisfaction with every purchase. Due to the nature of our products and hygiene standards, we have a clear returns policy outlined below.

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1. General Return Conditions

• Returns are only accepted if the product is unopened, unused, and in its original condition and packaging.

• The return request must be made within 7 calendar days from the date of delivery.

• You must notify us via email within the stated timeframe and provide your order number and reason for the return.

• Once approved, the item must be returned to us within 7 days after approval, at your own shipping cost unless the return is due to an error on our part.

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2. Cooling-Off Period (Consumer Protection Act – South Africa)

Under the South African Consumer Protection Act, customers are entitled to a 7-day cooling-off period from the date of delivery. You may request a return during this period if:

• The product is still sealed and unused

• It’s in its original packaging

• The request is submitted within 7 days of delivery

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3. Damaged, Defective or Incorrect Items

If your product arrives:

• Damaged during transit

• Defective

• Or you received the wrong item

Please contact us within 3 calendar days of receiving your order. Include:

• Your order number

• Clear photos of the issue

• A brief description of the problem

Once verified, we will arrange a replacement or refund at no additional cost to you.

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4. Items Not Eligible for Return

We do not accept returns on:

• Opened or used products

• Personal dislike of scent, texture, or performance

• Reactions to ingredients clearly listed in the product description

• Products returned outside of the return window

We recommend reading the ingredient list carefully and performing a patch test before full use, especially if you have sensitive skin or allergies.

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5. Refund Process

• If your return is approved, refunds will be processed within 7 business days to your original payment method.

• You will receive a confirmation email once the refund has been initiated.

• Depending on your bank or payment provider, it may take additional time for the funds to reflect in your account.

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6. How to Request a Return

To initiate a return, please email us at [insert business email] with:

• Your full name

• Order number

• Reason for return

• Photos, if applicable

We will respond within 48 hours with instructions.

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7. Return Shipping Address

Approved returns must be shipped to our business location:

Basaè Naturals
Fourways, Johannesburg, South Africa

8. Order Cancellations

• Orders may be cancelled within 12 hours of placing the order, provided they have not been processed or shipped.

• To cancel, contact us immediately via email.

• Once the order has been processed or dispatched, cancellation will no longer be possible.

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For any additional assistance, feel free to reach out to us via email or DM us on our social media platforms:

📧 Email: info@basaenaturals.com
📱 Instagram / TikTok: @basae.naturals