Refund policy

You can return most items within 14 days of delivery. This policy explains how returns, refunds, exchanges and damaged items work. It does not affect your statutory rights as a consumer.

Changing your mind

You have 14 days from the day you receive your order to tell us you want to return it. You then have a further 14 days to send it back.

To start a return, email customercare@bascuda.co.uk with your order number and the items you want to return. We will reply with the return address and instructions. If you would prefer a different item, tell us and we will arrange an exchange instead of a refund.

Please send items back unused and well packed, in their original packaging where possible. You pay the return postage, and the parcel is your responsibility until it reaches us, so we recommend a tracked service. If an item comes back damaged or shows use beyond what is needed to inspect it, we may reduce the refund to reflect this.

Sale items can be returned in the same way.

Refunds

We refund the price of the returned items and the standard delivery charge you paid. If you chose express delivery, we refund only the amount standard delivery would have cost. We do not refund return postage.

We issue the refund within 14 days of receiving the items back, or of receiving proof that you have sent them, whichever is sooner. The refund goes to your original payment method. Your bank may take a few more days to show it.

Damaged, faulty or wrong items

Please check your parcel when it arrives. If anything is damaged, faulty or not what you ordered, email customercare@bascuda.co.uk within 48 hours of delivery with your order number and photos of:

• the outside of the parcel, and
• the inside of the parcel and the item.

We need these photos to make a claim with the delivery company, so please keep the packaging until the matter is resolved. We will replace the item or refund you in full, including any return postage. Reporting later does not remove your legal rights, but it can make the claim harder to resolve.

Handmade items

Many of our products are handmade. Small differences in colour, glaze, shape and size between pieces are part of their character and are not a fault.

Personalised items

Items made or personalised to your instructions cannot be returned because you changed your mind. They are still covered if they arrive damaged or faulty, or if we made an error in the personalisation.

Cancelling before dispatch

If your order has not been dispatched yet, email us and we will cancel it and refund you in full.

Contact

For any question about returns, email customercare@bascuda.co.uk. Our full contact details are on our contact information page.