Refund policy

Returns Policy

We offer a 14-day return policy, meaning you have 14 days from the date you receive your item to request a return. This policy applies to all eligible orders, including those within the UK and EU, ensuring compliance with statutory consumer rights.

General Returns Policy

To request a return:

Contact us at basaltandoak@gmail.com within 14 days of receiving your item.
Items must be returned within 14 days of notifying us of your intention to return them.

Eligibility for Returns:
To be eligible for a return:

The item must be unused, unworn (if applicable), and in the same condition as received.
It must be in its original packaging, with tags intact (if applicable).
Proof of purchase (e.g., receipt or order confirmation) is required.

Items Exempt from the 14-Day Cooling-Off Period

Under UK law, the following items cannot be returned under the 14-day cooling-off period:

Perishable goods, such as food and drink, and custom hampers.
Customised or personalised items, including bespoke products made to order.
Sealed goods that cannot be returned for hygiene reasons once unsealed, such as beauty or health products.
Digital downloads or online content that has already been accessed or downloaded.
Hazardous materials, including flammable liquids or gases.
Gift cards.

Sale Items

Sale items are eligible for the 14-day cooling-off period unless they fall into one of the exempt categories listed above.
Items sold as defective or reduced due to specific faults or because the shelf life of the product is short are not eligible for return unless the fault is unrelated to the discount.

UK and EU Customers: 14-Day Cooling-Off Period

If your order is being shipped to the UK or EU, you have a statutory right to cancel your order within 14 calendar days of receiving your goods.

Conditions for the 14-Day Cooling-Off Period:

Applies only to eligible items not listed under "Items Exempt from the 14-Day Cooling-Off Period."
Items must be returned in the same condition as received, unused and in their original packaging.

How to Cancel an Order (UK/EU):

Notify us within 14 days of receipt via email at basaltandoak@gmail.com.
If the goods have been dispatched or received, you are responsible for returning them to us at your own cost, using a trackable service.
Refunds for cancelled orders include the cost of the item and the standard outbound delivery charge (if applicable). Premium delivery services will not be refunded.

Faulty or Damaged Goods

If your item is faulty, damaged, or not as described:

Contact us at basaltandoak@gmail.com within 14 days of receipt to report the issue.
You are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

How to Proceed:

Once approved, we will provide instructions for returning the item.
Refunds for faulty goods include the cost of the item, the standard outbound delivery charge, and return postage.

Gifts

If the item was purchased as a gift and shipped directly to you:

You may return the item for a gift credit in the form of a gift card, provided the return meets the eligibility criteria.
Refunds for returned gifts can only be issued to the original purchaser and will be credited to the original payment method.

If the item wasn’t marked as a gift when purchased or was shipped to the gift giver, the return must be initiated by the original purchaser.

How to Start a Return

To request a return for any reason:

Contact us at basaltandoak@gmail.com with your order details.
Once your return is approved, we will provide instructions on how and where to send your package.

Important:

Items sent back without prior approval will not be accepted.
You are responsible for return shipping costs, except for faulty or damaged goods.
Items must not be returned directly to the manufacturer. If an item is returned to the manufacturer instead of our address, no refund or replacement will be issued. All returns once agreed, must be sent to:
21 Ballinlea Road, Ballycastle, BT54 6NL, United Kingdom.

Refunds

Once we receive and inspect your return:

We will notify you of the approval or rejection of your refund.
Approved refunds will include the cost of the item and standard outbound delivery charges.

Please Note:

Premium delivery charges (e.g., next-day delivery) are not refundable.
Refunds will be processed to your original payment method within 10 business days.

Late or Missing Refunds:

If you haven’t received your refund within 15 business days after approval, contact us at basaltandoak@gmail.com.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, return the original item (if eligible) for a refund and place a new order for the desired product.

Return Shipping Address

All returns should be sent to:
21 Ballinlea Road, Ballycastle, BT54 6NL, United Kingdom

We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at basaltandoak@gmail.com. Please note that returns will need to be sent to the following address: 21 Ballinlea Road, Ballycastle, Co Antrim, Northern Ireland, BT54 6NL

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at basaltandoak@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at basaltandoak@gmail.com.