Return and Refund Policy

Thank you for shopping at Base53. We take pride in providing you with the highest quality products and excellent customer service. However, we understand that there may be instances where you need to return or exchange a product. This Return and Refund Policy outlines the terms and conditions under which you may do so. Please read this policy carefully before making a purchase.

Applicability of the return policy

This return policy is applicable for customers purchasing the products (it applies to all the products) from Base53.ae 

 Returns

We accept all returns under the following conditions:

• You have a Fifteen (15) days window from the date of delivery to initiate a return for the product.
• To qualify for a return, (if not required/ordered by mistake,) the product should be in its original packaging, sealed, and unopened.
• We regret that if the product has been used, the original box opened, or its seal removed, we will not be able to process a refund. In such cases, the product will be returned to you, unless a manufacturing defect is present.
• For products facing issues due to manufacturing defects, the return process requires the original box, information booklet, and all accompanying accessories to be sent back to us.

Return Policy – Bulky Items

• Customers must ship the bulky item(s) to the designated return address and enter the return tracking number as instructed.

• Return shipping charges must be prepaid by the customer at the time of dispatch.

• Once the returned item(s) are received and successfully pass our warehouse quality inspection, the order amount will be refunded accordingly.

• The decision to refund the return shipping fee shall be made based on:

  • The customer’s eligibility and rights

  • The condition of the item(s) upon warehouse inspection

  • The reason for return and other relevant factors

• In certain special circumstances, return shipping fees may not be refundable.

• Customers are required to contact our Customer Service Center to initiate and proceed with the return process.

• Refunds will be processed only after completion of all required return steps and verification.

How can customers return your products?

• In Store

The Product Conditions That are allowed for Returns:

• New Condition

What is the restocking fee?

• No Restocking Fee

How much will customers pay for return shipping?

• No Cost

Non-returnable Products. 

1. Items that show signs of use or damage caused by you and are not in the same condition as when initially received.
2. Customized products can not be returned or refunded in any case.
3. Products that fall into the hazardous materials category or contain flammable liquids or gases.
4. Any consumable product that has been used or installed.
5. Bulky or heavy items are not eligible for return or refund.
6. Products with serial numbers that have been tampered with or are missing.
7. Products falling into specific categories, including but not limited to; food, beverages, household goods, digital books, swimwear, hosiery, underwear, socks, health items, contact lenses, personal care products, and selected baby products (e.g., teething products, diapers, hygiene items, feeding-related items), as well as music, video, and video games.

Refunds 

For delivered products, we will refund you the cost of the product:

• If the products are faulty or not as described on our Site; or
• If your reason for return is due to an error on our side, such as an error in pricing or description, a delay in delivery, etc.

In all other circumstances, we will refund the product amount (excluding the amount paid for the original shipping fees) and you may pay the costs of return shipping.

For products not delivered or you canceled your order immediately prior to shipping for any reason, you will receive a full refund.

Refund Procedure. 

We will issue a refund to you depending on the method you used for payment, as follows:

1. If you paid by cash on delivery, we will issue a refund to you as a voucher valid for 1 year (can be extended upon request) or bank transfer (require your bank details)
2. If you paid by credit/debit card, it will be refunded respectively.

Refund Timescale. 

Your refund will be initiated once your product is received back in our customer fulfillment center and inspected by our team, and the final refund will be received by you as follows:

• If the refund is to your credit/debit card, within fifteen (10) days from the day on which we receive the product back in our customer fulfillment center;
• If your refund is to your wallet (cash on delivery), the voucher will be issued in (5) days and the bank transfer will be (10)  days from the day on which we receive the product back in our customer fulfillment center;
• If you have canceled your order before shipping, an automated refund will be provided back to you.

Please note that this Return and Refund Policy applies only to products purchased directly from Base53 through the Website. If you have any questions or concerns regarding returns or refunds, please contact our customer support team.

Alternatively, you can contact us below:

Email: info@base53.ae

Call/WhatsApp: +971 56 224 1015

Address : Hor Al Anz, Deira, Dubai, United Arab Emirates