Shipping & Exchange Policy
Basins may be delivered by Australia Post/or Aramex or other reputable courier companies. Deliveries are processed promptly upon reciept of full payment. Delivery may take up to 14 days, depending on the delivery option. Damaged or lost orders should be resolved with Australia Post or the Courier Company directly and we are not responsible for goods that are damaged in transit or not recieved. Replacement of damaged or lost items will be made at the discretion of The Basin Lab.
Our International Postal Service We Use
We use the most premium service Australia Post offers (EMS) which uses the international postal service of the country it is going to. For example; all packages going to the USA will go through USPS and you can track your item through USPS.com. The Basin Lab does not offer returns in the case of change of mind, if the product has been installed, if the colour/shape of the basin is not agreeable.
It is important to *view colour samples prior to your purchase to ensure you are happy with the colours. The Basin Lab hand-create individual basins and some slight colour variation may occur however it is very close to the sample colours we provide and our colour chart on our website.
*Colour sample can be purchased from our website. Or please visit one of our stockists.
If the wrong product was delivered and a return is required, please email [email protected] with an attached copy of your invoice and photograph of the package and we will promptly replace the item.
Overview Of Refunds, Returns, and Exchanges
Our refund and returns policy lasts 30 days, we charge a 20% restocking fee for any refunds or returns plus shipping. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Products that are exempt from being returned, any Custom Coloured products, any product that is not in our Standard range, Mirrors are non refundable items they are Custom made to order.
Additional non-returnable items:
- Mirrors are a Custom order and therefore non refundable.
To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Only regular priced items may be refunded. Sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected].
To return your product, you should mail your product to: 3/6 Hutchinson Street Burleigh Waters QLD 4220 Australia.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us at [email protected] for questions related to refunds and returns.