Return & Refund Policy

At Basezu, we stand behind the quality and craftsmanship of every product we curate. Our goal is to ensure you are completely satisfied with your purchase. If you are not entirely happy with an item, our return and refund policy is designed to be transparent, fair, and straightforward.

Our policy lasts 30 days from the date of delivery. If 30 days have passed since your item was delivered, we regret that we cannot offer you a refund or exchange.

1. Eligibility for Returns

To be eligible for a return, your item must meet all the following criteria:

  • Unused & Unopened: The item must be in its original, unused, and unmarked condition.

  • Original Packaging: All items must be returned in their original manufacturer's packaging, including any accessories, manuals, tags, and protective materials.

  • Proof of Purchase: A valid receipt, order number, or confirmation email is required.

  • Complete Set: All parts and components originally included must be returned.

2. How to Initiate a Return

Returns must be pre-authorized. To start a return process, please follow these steps:

  1. Contact Our Support Team: Email us at support@Basezu.com within 30 days of delivery. Please include your order number and reason for the return.

  2. Receive Instructions & Label: If your return is approved, we will email you a Return Merchandise Authorization (RMA) number, detailed return instructions, and a prepaid return shipping label (if applicable).

  3. Ship the Package: Securely pack the item(s) using the original packaging, include the RMA number inside the box, and ship it to the address provided using the supplied label.

Please Note: Items sent back to us without prior authorization will not be accepted and may be returned to sender at your expense.

3. Damaged, Defective, or Incorrect Items

We take great care in packaging and inspecting every order. However, if you receive an item that is:

  • Damaged during transit

  • Defective or malfunctioning

  • Not what you ordered

Please contact us within 48 hours of delivery at support@Basezu.com. Provide your order number and clear photos/video of the product and packaging. We will promptly evaluate the issue and arrange for a replacement, refund, or return label at no cost to you.

4. Items That Cannot Be Returned

For health, safety, and logistical reasons, the following items are non-returnable:

  • Opened or used personal care appliances (e.g., facial cleansing devices, haircare tools).

  • Software, digital downloads, or opened media.

  • Items marked as "Final Sale," "Clearance," or purchased during special promotions.

  • Gift cards.

  • Products that have been installed, modified, or tampered with.

  • Items not in their original condition, damaged due to misuse, or missing parts.

5. Exchanges

We do not offer direct exchanges. The fastest way to receive a different item is to:

  1. Return the original item for a refund following the standard return process.

  2. Once your return is accepted, place a new order for the desired item on our website.

This ensures you receive the new product as quickly as possible without waiting for the return inspection to be completed.

6. Refund Process

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Timeline: Refunds are typically processed within 5-10 business days after we receive and verify the returned item.

  • Method: If approved, your refund will be automatically issued to your original payment method. Please note that your bank or credit card company may take additional 3-10 business days to post the credit to your account.

  • Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the customer's responsibility unless the return is due to our error (damaged/defective/wrong item).

  • Deductions: For returns not due to our error, a restocking fee may apply if the item is not returned in its original condition.

Late or Missing Refunds?
If you haven’t received your refund within 15 business days of our approval notification, please first check your bank account or contact your credit card company. If the issue persists, contact us at support@Basezu.com.

7. Holiday & Extended Return Period

We understand the need for flexibility during the gift-giving season. For items purchased between November 15th and December 31st, the return window is extended. You may initiate a return until January 31st of the following year.

8. International Returns

Customers outside of our primary shipping regions may be responsible for:

  • Return shipping costs to our designated international return center.

  • Any applicable customs duties or import taxes incurred during the return process.

  • We recommend using a trackable and insured shipping service for all international returns.

Need Help?

Our customer support team is here to guide you through the process and answer any questions.

H K JILE INTERNATIONAL TRADING LIMITED
📧 Email: support@Basezu.com
📍 Address: Lucida Industrial Building RM. / FLAT 1304, 13/F HK

We appreciate your trust in Basezu and are committed to resolving any issues with care and respect.

Basezu.com — Designed for your peace of mind.