Return & Refund Policy

Returns & Refunds Policy

We want you to be fully satisfied with your purchase. If something isn’t right, we’re here to help.

Returns

Eligible items may be returned within 7–30 days of receiving your order (timeframe depends on the product). Items must be unworn, unused, undamaged, and include all original tags and packaging.

Return shipping costs are the customer’s responsibility unless the item is damaged or incorrect. Certain U.S. orders may qualify for a free prepaid return label; if eligible, we’ll provide this when your return is approved.

To request a return, email contact@basisqueen.com with your order number, item details, and reason for return.

Damaged or Defective Items

Claims must be made within 5 days of delivery. Include your order number and clear photos. Once approved, we’ll arrange a replacement or issue a refund.

Refunds

After we receive and inspect your return, we’ll email you. Approved refunds are issued to your original payment method within 5–10 business days. Shipping fees are non-refundable.

Important Notes

All returns must be initiated through BasisQueen—please do not send items directly to the warehouse without approval. Orders with multiple items may be shipped and returned separately. Late, unauthorized, or ineligible returns may be declined or subject to a restocking fee.