Returns & Refunds PolicyUpdated a month ago

Starting a new skincare routine can sometimes be a little overwhelming. That’s why we want to make it as easy as possible and provide complete reassurance that if you’re not delighted with your products within 30 days, we will make it right. You can either exchange for store credit or have a refund. The choice is yours.

Our 30 Day Money-Back Guarantee allows you to use BASE with total confidence as we’re convinced that you will love our products.

We know that the vast majority of our customers will understand and respect this policy. That said, if we spot someone trying to exploit it, we reserve the right to reject future orders.

Exchange & Returns Process:

1. Email hello@baseskncare.co.uk with your order number and the item(s) you wish to return within 30 days of your purchase.

2. We will send you a link to process your return and it will also provide you with a label for your return. Please note that £3.99 will be deducted from your store credit or refund, to cover the shipping fee of your return. 

3. Send back your item(s) to us in a secure package. 

4. You will receive a confirmation email once we have received your return.

5. Refunds are typically processed within 5-14 working days and will be issued via the original payment method. Please allow an additional 7-10 working days for the credit to appear in your account. If you’ve chosen Store Credit, then you will receive a Gift Card via email for you to use with the refunded amount. Please note, delivery fees are not refundable.

If you have not received a refund confirmation email once the 14 days have passed, please get in touch and we'll be able to look into this for you.