At Basic Plus, we want you to choose your products with confidence. Please check all colours, dimensions, finishes, artwork and other details carefully before placing an order, especially for customised or made-to-order products.
Change-of-Mind Returns
We accept change-of-mind returns for eligible standard products within 14 days of purchase. To be eligible, the item must be unused, in the condition in which you received it, and returned with its original packaging, accessories and proof of purchase.
Please contact us at contact@basicplus.com.au before sending an item back. We will confirm whether it is eligible and provide return instructions. Return postage for a change-of-mind return is the customer’s responsibility. Original shipping charges are not refunded for change-of-mind returns.
Customised or made-to-order products and acrylic products are not eligible for change-of-mind returns or exchanges. This includes products ordered through the Build Your Plinth Set configurator. Please review your selections carefully before checkout.
These change-of-mind conditions do not limit your rights under Australian Consumer Law.
Cancellations
Please contact us as soon as possible if you wish to cancel an order. We can accept a change-of-mind cancellation with a full refund if production, customisation, sourcing of non-returnable materials and dispatch have not begun.
Once any of that work has begun, cancellation requires our agreement. If we agree to cancel, we may deduct reasonable costs already incurred, such as materials, labour and supplier charges, and will explain those costs to you. Completed or dispatched custom and made-to-order products cannot be cancelled for change of mind.
This section does not limit your rights under Australian Consumer Law, including where we cannot supply the order as agreed or a product or service does not meet the consumer guarantees.
Faulty, Damaged or Incorrect Products
If you receive a faulty, damaged or incorrect product, please contact us at contact@basicplus.com.au with your order number, a description of the issue and, where possible, photos. Contact us as soon as you reasonably can so we can help resolve the issue.
Our products and services come with guarantees that cannot be excluded under Australian Consumer Law. Depending on the circumstances, you may be entitled to a repair, replacement, refund or other remedy. These rights also apply to customised, made-to-order and acrylic products. We will assess the issue and work with you to provide the remedy required by law.
If a return is required for a product that does not meet the consumer guarantees, we will explain the return arrangements and cover reasonable return costs where required by law.
Refunds
Once we receive and assess an eligible return, we will let you know the outcome. Approved refunds will be made to the original payment method, unless we agree otherwise, and are generally processed within 14 business days. Your bank or payment provider may take additional time to show the funds in your account.
For change-of-mind returns, we may reduce or decline a refund if the item has been used, damaged after delivery, or returned with missing parts or accessories. This does not affect your rights under Australian Consumer Law.
How to Contact Us
Email: contact@basicplus.com.au
Please contact us before posting a return so we can provide the correct return address and instructions. Our postal address for correspondence is:
Basic Plus
PO Box 371
Salisbury QLD 4107
Australia
Policy Updates
We may update this policy from time to time. The policy in effect when you placed your order applies to that order, subject to your rights under Australian Consumer Law.
