Refund policy

At Basketcozy, we want you to have clear information about returns and refunds. If your purchase does not meet your expectations or arrives with a problem, please contact [email protected] so we can assist you.

This policy applies to purchases made through https://basketcozy.com. It does not limit any mandatory consumer rights available under applicable law.

1. Return Eligibility & Timeframe

We offer a 30-day return window. You may request a return within 30 days after your order is delivered.

For a change-of-mind return, the item should:

• Be unused, unwashed, and in the condition in which you received it.

• Include its original tags, accessories, and any components supplied with it.

• Be returned in its original packaging where reasonably possible, or suitable protective packaging.

• Be accompanied by proof of purchase, such as an order confirmation or other information that allows us to identify your purchase.

Please handle items carefully while checking their size, appearance, and suitability.

These conditions apply to our voluntary change-of-mind policy. Different requirements may apply when an item is faulty, damaged, incorrect, or subject to a statutory cancellation right.

2. How to Request a Return

Email [email protected] with your order number, the item you wish to return, and whether you are requesting a change-of-mind return or reporting a product issue.

For damaged, defective, or incorrect items, please include a description and photographs where reasonably possible. Photographs help us assess the issue but do not replace your applicable consumer rights.

We aim to respond to customer inquiries within 24–48 hours.

After reviewing your request, we will provide the appropriate return address, packaging instructions, and details of any applicable return shipping arrangements.

Please contact us before sending an item back. Sending a package without instructions may delay its identification and processing. Our return procedure does not prevent you from exercising a valid statutory cancellation or return right.

3. Return Shipping Costs & Labels

Change-of-Mind Returns

You are responsible for return shipping costs when returning an item because you changed your mind, selected an unsuitable size or color, or no longer need it, unless applicable law requires otherwise.

Any charge for a return label arranged through us will be explained before you agree to use it. We do not automatically provide free return shipping for change-of-mind returns.

Damaged, Defective, or Incorrect Items

If the return is required because an item arrived damaged, is defective, or differs from what you ordered, we will cover reasonable necessary return shipping costs.

We will provide a prepaid return label where available or arrange another appropriate return method. If you need to purchase return postage yourself, please obtain our instructions first so we can confirm the method and reimbursement arrangements.

A return label issued by us is not required when we instruct you to arrange your own shipment.

4. Damaged, Defective & Incorrect Items

Please check your order after delivery and contact us promptly if an item is damaged, defective, incomplete, or incorrect.

Keep the item and relevant packaging while we review the issue. Depending on the circumstances and your applicable rights, we may arrange a return, replacement, refund, or another appropriate remedy.

The 30-day change-of-mind window does not shorten any longer period during which you may have legal rights concerning faulty or misdescribed goods.

Minor variations in woven texture or natural color may occur where described on the product page. This does not excuse material defects, incorrect dimensions outside stated tolerances, or significant differences from the listing.

5. Return Condition

For change-of-mind returns, items that have been used, washed, altered, or damaged after delivery may not qualify for a full refund under our voluntary policy.

If a return does not meet the stated conditions, we will explain the issue and any proposed refund adjustment. Any deduction must be reasonable, justified, and permitted by applicable law.

A missing outer shipping carton alone does not automatically prevent a return. Please use packaging that adequately protects the product during transit.

Discounted items are assessed under the same return conditions as other products. A reduced price does not remove rights relating to faulty or incorrect goods.

6. Exchanges

We do not offer direct exchanges for a different product, size, or color.

To purchase another item, request a return for the original purchase and place a separate order for the item you would like.

This does not affect any replacement offered to resolve a damaged, defective, or incorrect order.

7. Applicable Cancellation Rights

Where applicable law gives you a 14-day cooling-off period, you may notify us of your decision to cancel within that period without giving a reason.

Where that right applies, you may inspect the item as reasonably necessary to establish its nature, characteristics, and function. Handling beyond what is reasonably necessary may result in a lawful deduction for diminished value.

Follow the applicable legal deadline for sending the goods back after notifying us. Our authorization process does not extend or restrict that right.

Any legally required refund, including eligible standard delivery charges, will be handled within the applicable deadline. Where permitted, reimbursement may be withheld until we receive the goods or evidence that they have been returned, whichever occurs first.

8. Refunds

Once we receive and inspect your return, we will notify you of the outcome.

Approved refunds will be issued to your original payment method within 10 business days, unless applicable law requires an earlier refund.

Your bank or payment provider may need additional time to display the refund in your account.

For change-of-mind returns, original delivery charges are generally not refundable, except where required by applicable law. Charges relating to damaged, defective, or incorrect goods will be handled according to the circumstances and your applicable rights.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact [email protected]. You may contact us sooner if you have concerns.

Business days mean Monday through Friday, excluding applicable public holidays.

9. Order Cancellations & Refused Deliveries

If you need to cancel an order, contact us as soon as possible. We will check whether fulfillment can still be stopped.

If the order has already shipped, the return procedure may apply.

Refusing a delivery does not automatically complete a return or guarantee a refund. Please contact us so we can confirm the parcel’s status and explain the next steps. Any proposed shipping deduction will be explained and applied only where permitted by law.

You are welcome to contact us about an order or payment concern. Doing so does not limit your right to use a payment provider’s dispute process or seek another available remedy.

10. Return Address

Please do not automatically send returns to our company address or the sender address printed on your parcel.

The appropriate return location may vary by product and fulfillment arrangement. Returns may require international shipping.

Contact [email protected] before mailing your return so we can provide the correct address and instructions. We will clarify the applicable arrangements and any costs for which you are responsible.

For customer-arranged shipments, we recommend keeping proof of postage and using a tracked service.

11. Contact & Business Information

Brand: Basketcozy
Company: Sichuan Changzhiguantu E-Commerce Co., Ltd.
Business Address: No. 66 Kehua North Road, Wuhou District, Chengdu, Sichuan Province, China
Email: [email protected]
Website: https://basketcozy.com

Typical Response Time: We aim to respond within 24–48 hours.

The business address above is provided for company identification and is not an automatic return destination.