REFUND POLICY
1. RIGHT OF WITHDRAWAL – 14 DAYS
In accordance with Articles L221-18 et seq. of the Consumer Code, you have fourteen (14) days from receipt of your order to exercise your right of withdrawal. This right applies to all items, including sale items or items purchased with a promotional code.
2. HOW TO MAKE A RETURN
You can notify us of your withdrawal in two ways: using the online withdrawal feature, “Cancel the contract here,” accessible in the footer of the website, or by email at basmastour@gmail.com, stating your order number, first and last name, and the items concerned. An acknowledgment of receipt will be sent to you by email.
We will then provide you with the return address. You have fourteen (14) days from notifying us to send the items back.
Return conditions: items must be unworn, unwashed, and in their original condition and packaging. Return shipping costs are your responsibility. For returns worth more than 75 euros, we recommend using a tracked service: we cannot guarantee receipt of a parcel without tracking.
3. REFUNDS
After receiving and inspecting the returned items, we will refund the amount paid for the items. The refund will be issued using the payment method used for the order.
No returns: no refunds or exchanges on the clearance - end-of-line collection.
A deduction may be applied if the returned items have been handled beyond what is necessary to establish their nature and characteristics and are received in a different condition from when we sent them to you. (item worn, washed, damaged, tags removed, poorly folded, wrinkled).
If your refund is taking longer to appear: first check your bank account, then contact your card issuer (bank processing delays are common). If the problem persists, email us at basmastour@gmail.com.
4. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
Under Article L221-28 of the Consumer Code, the right of withdrawal does not apply to made-to-measure or clearly personalized items, or to unsealed items that cannot be returned for hygiene reasons.
5. EXCHANGES
Would you like a different size or color? Email us at basmastour@gmail.com within fourteen (14) days of receipt, subject to availability. The return conditions in section 2 apply: you are responsible for the return shipping costs and for shipping the replacement item. Before placing your order, remember to check the measurements in centimeters provided on each product listing, as well as the size guide.
6. DEFECTIVE ITEM OR ORDER ERROR
If you receive an item with a defect, a measurement that differs from the product listing, or an item that is different from your order, contact us at basmastour@gmail.com and include photographs. You are covered by the statutory guarantee of conformity (2 years, Articles L217-3 et seq. of the Consumer Code) and the guarantee against hidden defects (Articles 1641 et seq. of the Civil Code). If a defect is confirmed, Basmastour will cover the return costs in full, and you can choose between a replacement, repair, or refund.
7. MONDIAL RELAY:
ORDERS RETURNED TO THE SENDER WILL NOT BE COLLECTED.
Please collect your orders from the pickup point within the stated period (5 days). We accept no responsibility for returns to sender and are not liable for them in any way. We will not consider any claims, and no refunds will be issued.
Please check your emails (including spam) for notifications about your parcel's arrival and to avoid any issues. Make sure you provide a valid email address at checkout.
8. CUSTOMS (OUTSIDE THE EUROPEAN UNION)
Any customs duties and import taxes are the buyer's responsibility and are non-refundable.
9. CONTACT
For any questions about a return, exchange, or refund: basmastour@gmail.com.