RETURN POLICY
These return conditions are only valid for orders placed through the online store https://baseini.net
HOW TO RETURN A PRODUCT PURCHASED FROM THE ONLINE STORE?
1. RIGHT OF WITHDRAWAL FROM THE CONTRACT
Cancellation deadline:
Every customer has the right to withdraw from the contract without giving any reason within 14 calendar days from the date of delivery of the product.
Exercise of the right of withdrawal:
The client can fill out a cancellation form (Appendix No. 1 to this policy) and send it to email: sales@baseini.net.
Cancellation can also be requested by letter sent to the same email address, clearly stating the intention to cancel the contract.
Limitations on the right of withdrawal:
Products that have been sealed and unsealed after delivery are not eligible for return due to hygiene and health reasons, where applicable.
2. REFUND OF AMOUNTS
Recovery procedure:
Upon withdrawal from the contract, the customer must return the product to the following address: Sofia 1618, Tsar Boris III Blvd. No. 245, without undue delay, but not later than 14 days from the date of the notification of refusal.
The purchase price of the product and shipping costs are refunded within 14 days upon receipt of the returned product.
Recovery methods:
- Bank card: By reverse transaction on the card used for payment.
- Cash on delivery: By bank transfer to an account specified by the client or another agreed method.
Return costs:
The customer bears the costs of returning the product, unless the return is due to a defect or error on the part of the Pools EU Ltd..
3. COMPLAINTS AND PRODUCT REPLACEMENT
Complaints about defects:
If a defect is discovered, the client should notify Pools EU Ltd. by email: sales@baseini.net, indicating the order number, description of the problem and preferred method of resolution.
Replacement or refund:
Upon confirmation of the defect, the customer has the right to:
- Product replacement
- Refund of part or all of the product value
- Price reduction in case of a minor defect
Exceptions:
- Hypersensitivity or allergic reactions to products are not considered a disadvantage.
- The packaging or appearance of the product may differ from the photos presented in the online store.
Claims processing deadlines:
The seller contacts the customer within 3 working days from the filing of the complaint and provides a final decision within 14 working days after clarifying all the circumstances.
4. RETURN CONTACTS
For questions and assistance related to cancellation, return and refund, please contact us:
Address: Sofia 1618, Tsar Boris III Blvd. No. 245
Phone: +359 2 996 47 55
email: sales@baseini.net
Pools EU Ltd.
UIC: BG202491685
