Refund and Returns Policy
Last updated: August 7, 2026
We want you to be confident when ordering from Basselshop. This policy explains when a return, replacement, or refund may be available.
30-Day Return Window
You may request a return within 30 calendar days after the carrier marks your order as delivered. To be eligible, the product must be unused, uninstalled, and in its original condition. All components, power adapters, controllers, cables, hardware, manuals, and accessories must be included.
The item must be packed in its original protective packaging, including foam inserts and wooden crating where supplied. Because acrylic and electronic components can be damaged in transit, returns sent without adequate protective packaging may be declined or may have damage costs deducted from the refund.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately after delivery. If it arrives damaged, defective, or incorrect, email vip@basselshop.com within 48 hours of delivery.
Please include:
- Your order number.
- Clear photos or a short video showing the issue.
- Photos of the internal packaging and the exterior shipping label or crate.
After verification, we may provide replacement parts, replace the product, or issue a partial or full refund, depending on the issue. Basselshop will cover approved replacement or return shipping costs when the problem was caused by shipping damage, a product defect, or our fulfillment error.
Change-of-Mind Returns
For returns caused by a change of mind, color preference, incorrect measurements, or the product not being suitable for the intended space:
- The customer is responsible for arranging and paying for insured, trackable return shipping to the warehouse address provided in the return authorization.
- A 15% restocking fee will be deducted from the refund to cover inspection, testing, refinishing where required, and repacking.
- Original shipping, expedited service, customs, duties, and similar charges are not refundable.
Non-Returnable Items
The following items cannot be returned for change of mind:
- Customized or made-to-order products, including custom dimensions, layouts, colors, engraved logos, or personalized LED lettering.
- Clearance items and gift cards.
Customized items remain eligible for review if they arrive damaged, defective, or materially different from the approved order specifications.
How to Request a Return
- Email vip@basselshop.com with your order number and the reason for the request.
- Include photos or video when the request concerns damage, a defect, or an incorrect product.
- Wait for written return authorization and the correct return warehouse address.
- Pack the approved return securely and use a trackable, insured shipping service when you are responsible for return shipping.
Do not return an item to the address on the original shipping label or to the manufacturer unless we specifically instruct you to do so. Unauthorized returns may be refused.
Refund Processing
After an authorized return arrives, we will inspect it and email you with the result. Approved refunds are issued to the original payment method, less any applicable restocking fee or other disclosed deduction. We normally initiate an approved refund within 5-7 business days after inspection. Your bank or payment provider may need additional time to post the funds.
Exchanges
For an approved defect, shipping damage, or incorrect item, we may replace the affected part or product. For a different product or change of preference, please request a return first and place a new order after the return is approved.
Contact
Email: vip@basselshop.com
Website: basselshop.com
