Refund policy
We want you to be happy with your purchase. If you are not satisfied, please contact us at info@bassetandlab.com within 30 days of your purchase.
Returns
To be eligible for a return, items must be unused, in the same condition they were received, and in their original packaging. A receipt or proof of purchase is required.
For food safety reasons, we cannot accept returns on perishable items, including cakes, treats, food products, or any opened consumable items.
Additional non-returnable items include:
- Gift cards
- Sale items
- Health, grooming, or personal care items that have been opened or used
Please do not send any items back without contacting us first. If your return is approved, we will provide return instructions by email.
Refunds
Once your return is received and inspected, we will notify you by email whether your refund has been approved.
If approved, your refund will be processed to your original payment method. Please allow several business days for the credit to appear, depending on your bank or credit card company.
Late or Missing Refunds
If you have not received your refund yet, please first check your bank account again. Then contact your credit card company, as refunds may take time to officially post.
If you have completed these steps and still have not received your refund, please contact us at info@bassetandlab.com.
Exchanges
We only replace items if they are defective or damaged. If you need an exchange for the same item, please email us at info@bassetandlab.com with your order information and photos of the issue, if applicable.
Gifts
If the item was marked as a gift at checkout and shipped directly to you, you may receive a gift credit for the value of the approved return.
If the item was not marked as a gift, or the gift giver had the order shipped to themselves, any approved refund will be issued to the original purchaser.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged or defective. Shipping costs are non-refundable.
For higher-value returns, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.