What is your returns policy?
As part of the experience, we know that on some occasions we will not be able to fulfill all your expectations, so we offer you service returns and refunds that will allow you to continue to enjoy shopping with us.
Our customers have the right to return the product within 14 natural days. This term will expire on the 14 natural days of the day the product has been received by the customer.
1) DEFECTIVE PRODUCT OR ORDER
- In the unfortunate event that the product is defective. (It’s clearly broken and unusable)
- The product received is totally different from the order. (Requested Product A Received Product B)
- The size sent is not the same as the requested one. (Customer requests shoes size US 7 and the product received is labeled with shoes size US 9) Unless the product description states otherwise
The customer has the right to receive a new product depending on the product’s availability. After the above situation has been verified by us, the return freight will be borne by us. In case the product is not available, the customer will be refunded for the total amount.
2) PRODUCT DOESN’T FIT THE EXPECTATIONS:
- The selected size does not fit the customer’s measurements.
- Customers simply want a change for another product or to return it.
- Patterns have some variations according to the picture.
- The color is slightly different from the picture.
- Material quality is not exactly what the customer wants.
Shipping costs must be covered by the buyer in the above situations. We may choose to offer a DISCOUNT CODE of 30% of the value of the product in exchange for the customer keeping the item, therefore avoiding possible shipping and customs costs.
3) CONDITIONS TO APPLY FOR A CHANGE OR RETURN:
- Refund or return requests will be accepted by email, chats, or any other method.
- No return requests will be accepted after 14 natural days for any reason.
- We’ll refund only to the same payment method from where the customer originally paid.
- Refunds or Changes will be executed once we receive the tracking number from the customer as a guarantee.
- Items that are damaged, dirty, altered, or not in their original boxes or bags will not be accepted for return.
- After we sent the refund confirmation to the customer, the refund can take between 7 to 14 business days to be reflected on your account statement.
- To exercise the right to change or return the product, you can initiate the process through the Contact form (https://baszu.com/contact/). Baszu Store support will share the corresponding return address with you within 24 working hours.
If you are unhappy with your purchase or would like to return your items, please send your item(s) back to our Return Center in accordance with the following Return Policy:
- All returns are refunded as returned to your original payment method.
- Items must be sent back within 30 days of the delivery date.
- Items must be unworn, unwashed, and have original tags attached.
- Items must be free of stains, makeup, deodorant, or wear.
- Shoes must not be frayed.
- Baszu reserves the right to apply a 25% restocking fee for Final Sale or stale items.
- Returns are processed within 5-7 business days after your item(s) are received at our Return Center.
- Baszu does not provide pre-paid return labels.
- Damaged, defective, or incorrect items must be reported within 2 days of delivery. (Note: If such items are not reported in a timely fashion, we will not issue a corresponding refund. Please email support@baszu.com for assistance.)
- Return packages must include a completed return request form and original packing slip to ensure processing. (Note: If the return request form is not filled out correctly, your return may experience delays in processing. You can download and print the form here.)
- Helpful Hint: Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in transit.
Additional notes: The return processing time frame does not include the time needed for your return package to deliver to our facility. Depending on the shipping method and carrier selected, your return package may take several days to reach us. Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in transit. Without proof of receipt and delivery, Baszu will not issue a corresponding refund for your returns.
Once your return is fully processed, we will issue a corresponding refund to your original payment method for use on a future purchase.
How long does the returns process take?
Returns are processed within 5-7 business days after your item(s) are received at our Return Center. Depending on the shipping method and carrier selected, your return package may take several days to reach us. Please keep the return tracking number for your records.
Once your return has been processed, you will be issued a corresponding refund.
I received my order but my item is defective, incorrect, or missing. What do I do?
We know how frustrating this can be. Rest assured, we want to make every order perfect for you!
Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, or incorrect, or you believe that you are missing an item: please email support@baszu.com within 2 business days of delivery. Depending on the circumstance, we may be able to extend this time frame up to 5 business days; please report your item as soon as possible for assessment.
Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. We will work with you to correct the order as quickly as possible!
My shoes do not fit, and I want to return them.
We accept shoe returns up to 14 days after delivery of your order so long as the shoes are unworn, show no signs of wear, and are returned in their original packaging along with the original packing slip.
Note: Shoe returns are subject to all standard returns policies and procedures.
My package is returned to Baszu, what should I do?
If your package does not successfully deliver and is sent back to Baszu, it is typically due to insufficient address information. Your package will be returned and “Returned to Sender” will be stated on your tracking information. This can happen if an address is an invalid or missing information and the carrier is unable to deliver your package.
Note: We are unable to make changes to orders that are placed on our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical to ensuring delivery. Baszu does not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Does Baszu issue refunds?
An order can only be canceled within 24 hours from the time it was placed. After this period, we cannot stop the order and the customer must bear any return shipping fees that may apply.
Refunds are issued to the original form of payment used on an order in the event that it is canceled.
A full refund will be granted if a package will not arrive within 60 days from the time of shipping.
For Returns: We support issuing refunds to the original form of payment.
Note: Refunds can take up to 2-5 business days to clear and 7-10 business days for the amount to post to your account, depending on your financial institution.
If you have any questions or concerns regarding refunds, please email support@baszu.com and we will be more than happy to assist!