Returns Policy

1Change of mind

Please choose carefully. We do not offer refunds or exchanges for change of mind, including if you ordered the wrong item, size or colour, so please check everything before you buy.

For hygiene reasons this includes cosmetics (if the hygiene seal is broken), beauty products, fragrances, hosiery, underwear, costumes and morph suits, and food items.

This does not affect your rights under the Australian Consumer Law if an item is faulty.

2Faulty, damaged or incorrect items

If something you bought from us is faulty, arrived damaged, or is not what you ordered, contact us with your order number and photos of the item and we will sort it out.

Please let us know as soon as you can. Damaged or incorrect online orders are easiest to fix when they are reported within 7 days of delivery.

If an item has a minor problem, we may choose to repair it, or offer a replacement or refund. If it has a major problem, you can choose a replacement or a refund. Replacements are the same type of product, and refunds are for the amount you paid, back to your original payment method.

3What is a major problem?

A product has a major problem when:

• it has a problem that would have stopped someone from buying it if they had known about it
• it is significantly different from the sample or description
• it does not do what it was supposed to do, or what you asked for, and cannot easily be fixed

4How long do I have?

How long you have to raise a problem depends on the product. We consider:

• the type of product
• how a customer is likely to use it
• how long it is reasonable for the product to be used
• how much use it could reasonably take before a problem becomes noticeable

5When the consumer guarantees do not apply

The consumer guarantees do not apply if you:

• got what you asked for but changed your mind, decided you did not like it or had no use for it
• misused the product in a way that caused the problem
• asked for a service to be done a certain way against our advice, or were unclear about what you wanted

We may assess the condition and age of a returned item before providing a repair, replacement or refund.

6How to return an item

Online orders: contact our online team on 1300 994 120 or at info@thebasewarehouse.com.au with your order number and photos, and we will tell you what happens next.

In store purchases: contact or visit the store you bought from. You can find every store on Our Stores.

Proof of purchase is required for all returns.

7Refund timing

Once we approve a refund it is processed within 1 to 3 business days. Your bank may take a further 3 to 5 business days to show the funds in your account.

8Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.