Refund policy

At Basic Plus, we are committed to providing high-quality products and clear, transparent policies. Please read the following terms carefully before making your purchase.

Orders may be cancelled within 24 hours of purchase for a full refund. Once production has started, cancellations may only be eligible for a partial refund, with up to 50% of the order value deducted to cover materials, labour, and production costs. Items that have already been completed,  dispatched or in transit, or custom/made-to-order products, are not eligible for cancellation or refund.

Returns

We accept returns within 14 days from the date of purchase.

To be eligible for a return, the item must:

  • Be unused 

  • Be in the same condition as received

  • Be returned in the original packaging

  • Include all original tags and accessories

  • Be accompanied by valid proof of purchase (receipt or order confirmation)

Items that do not meet these conditions may not be eligible for a full refund.

Non-Returnable Items

The following items are strictly non-returnable:

  • Customised or made-to-order products

  • Acrylic products (no returns accepted for change of mind or damage caused by misuse, handling, or installation)

  • Items damaged due to human error, improper use, or mishandling

Customisation Policy

All customised or made-to-order products must be paid in full prior to production.

As customised items are specifically manufactured to individual customer requirements and cannot be resold, we do not accept returns, exchanges, or refunds for customised orders under any circumstances, including change of mind.

Customers are responsible for ensuring that all specifications, measurements, artwork, and details are correct before approving production.

Refunds

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

If approved:

  • Refunds will be processed within 14 business days

  • The refund will be credited to the original method of payment

Please note:

  • Shipping costs are non-refundable unless the return is due to our error or a confirmed defective product

  • If the returned item is not in its original condition, is damaged, or missing parts for reasons not attributable to us, a partial refund may be granted at our discretion

Exchanges

We only replace items if they are confirmed to be defective or damaged upon arrival.

To request an exchange, please contact us at:

contacts@basicplus.com.au

Return Process

  1. Contact our customer support team at contacts@basicplus.com.au to request return approval.

  2. Securely pack the item in its original packaging and include proof of purchase.

  3. Ship the item to:

PO BOX 371
Salisbury QLD 4107
Australia

Returns sent without prior approval may not be accepted.

Late or Missing Refunds

If you have not received your refund:

  1. Please check your bank account again.

  2. Contact your credit card provider, as processing times may vary.

  3. If you have completed the above steps and still have not received your refund, please contact us at:
    contacts@basicplus.com.au

Policy Updates

Basic Plus reserves the right to update or modify this Return & Refund Policy at any time without prior notice. The policy in effect at the time of purchase will apply to your order.