Refund policy

 

Return & Refund Policy (B2C + B2B)

1. Scope of Application

This policy applies to purchases made through our store by both consumer customers (B2C) and business or professional customers (B2B).
Conditions differ based on customer type, as required by applicable regulations.

2. Return Policy – Consumer Customers (B2C)

(Compliant with EU Directive 2011/83/EU and the Italian Consumer Code)

2.1 Right of Withdrawal (14 Days)

Consumer customers have the right to withdraw from the purchase within 14 days of receiving the goods, without providing any reason.

2.2 Product Conditions

To exercise the right of withdrawal, the returned product must be:

  • unused beyond what is necessary to verify its nature and characteristics;

  • in good, undamaged condition;

  • preferably in its original packaging.

2.3 Return Shipping Costs

  • In case of withdrawal for personal reasons, the customer is responsible for the return shipping costs.

  • If the item is defective, damaged, or incorrect, we will cover all return shipping costs.

2.4 Refunds

Once the returned item is received and inspected, we will issue a refund for:

  • all payments made, including the original standard shipping cost (express shipping fees are excluded).

Refunds will be processed within 14 days of receiving the returned goods, using the same payment method as the original purchase.

3. Return Policy – Business Customers (B2B)

For purchases made by companies, professionals, or resellers:

3.1 No Right of Withdrawal

The statutory right of withdrawal does not apply to B2B customers.
Returns are accepted only in the following cases:

  • defective products;

  • items damaged during transport;

  • incorrect items delivered.

3.2 Product Conditions

Returned items must be:

  • unused;

  • in original condition;

  • complete with all packaging and accessories.

3.3 Return Shipping Costs

  • If the item is defective, damaged, or incorrect → we cover return shipping costs.

  • If no defect is present → returns are not accepted, unless otherwise agreed in writing.

3.4 Refunds

Refunds are issued only after the product has been inspected and the issue confirmed.
Processing times may vary according to the commercial agreement.

4. Return Procedure (Applicable to Both B2C and B2B)

To initiate a return, customers must contact us and provide:

  • the order number;

  • the reason for the return;

  • photos of the item (in case of damage or defects).

You may contact us at info@basicsluxury.com, but we strongly recommend using our Contact Us form to ensure your message does not end up in the spam folder.
Please always include your order number so we can assist you more quickly.

Detailed return instructions will be provided once the request is received.