Refund policy

At Basic Theory, we take pride in delivering high-quality products and a seamless shopping experience. While all sales are final, we understand that issues can occasionally arise, and we’re committed to resolving them with care.

Although we’re unable to offer returns or refunds for reasons such as change of mind or personal preference, we’re here to help if your order arrives damaged, incorrect, or doesn’t reach you as expected.

If you experience an issue, please contact our support team at info@basictheory.shop within 15 days of receiving your order. Be sure to include your order number, a brief description of the issue, and photos of the item and packaging if applicable.

Please note that items returned without prior approval will not be accepted. If your case qualifies, we’ll guide you through the next steps and provide a replacement or store credit as appropriate.

Missing or Lost Orders

If your order is marked as “delivered” by the carrier but you cannot locate it, please take the following steps before contacting us:

  • Check with household members, neighbors, or building management who may have accepted the package on your behalf.
  • Contact your local post office or carrier with the tracking number for additional information about the delivery.

If you are unable to locate the package after these steps, contact us at info@basictheory.shop and we will do our best to assist you. Please note that refunds are not issued for orders marked as delivered by the carrier.

Damaged Orders

If your order arrives damaged, please contact us within 15 days of delivery. Be sure to retain all packaging materials and provide clear photos of the damage, as these may be required for insurance or claim purposes. We will review your case and, if approved, issue a replacement. After 15 days, we may be unable to process a damage claim.

Incorrect Orders

If you receive an incorrect item, please contact us at info@basictheory.shop within 15 days of receiving the order. Be sure to include your order number, a brief description of the error, and a photo of what was received. Once confirmed, we will send you the correct item at no additional cost. Refunds are not issued for incorrect orders.

Delayed Delivery

We strive to process and ship all orders promptly, but delays may occur due to weather, customs, holidays, or other unforeseen events. We are not able to guarantee delivery by a specific date or offer refunds for delays. Once an order has shipped, it cannot be changed or cancelled.

Right of Withdrawal for EU Customers

If you are a customer located within the European Union, you have the right to withdraw from your purchase and return your item(s) within 14 days of receiving your order, without giving any reason, in accordance with EU consumer protection laws.

To exercise this right, please contact us at info@basictheory.shop with your order number and a clear statement of your decision to withdraw from the contract. Items must be returned unused, in their original packaging, and in resalable condition.

Please note:

  • You will be responsible for the return shipping costs.

  • We may withhold reimbursement until we have received the returned goods or you have supplied proof of return.

  • This right does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons if unsealed after delivery.

This clause applies only to customers residing in the EU. For all other customers, our standard return policy applies.

Final Sale Items

All items purchased from basictheory.shop are considered final sale and are not eligible for return or refund. This includes promotional offers, bundles, discounted items, or products purchased during a sale.

If you have any questions or require further assistance, please don't hesitate to contact our customer service team at info@basictheory.shop. We are here to assist you and ensure your experience with basictheory.shop is a positive one.

Thank you for choosing Basic Theory. We appreciate your support and look forward to serving you again in the future.

Sincerely, 
Basic Theory