You have 14 days from the delivery of your order to request an exchange or a refund. Here is how it works, what it costs and what you need.

How to start a return

1. Contact customer service at customer-care@basedodici.com or +39 375 6418709, with your order number, the item and the reason. We will give you access to our returns portal, where you choose between an exchange, a gift card or a refund.
2. You receive a prepaid return label: it must be used. Parcels sent on your own with other carriers are not accepted.
3. Pack the item, attach the label and hand it to the carrier within 14 days of your request. Keep the carrier's receipt: from that moment the parcel is our responsibility.
4. When the parcel reaches our warehouse we check the item and within 3-6 working days we ship the exchange, issue the gift card or the refund.

What it costs

The zones are the same as for shipping: Italy, European Union, rest of the world.

	Exchange	Refund as gift card	Refund to the payment method
Italy	free (return and new shipment at our expense)	free	we withhold €14 for the prepaid-label return
European Union	€20	€20	we withhold €25 for the prepaid-label return
Rest of the world	not available	not available	not available

These amounts cover the prepaid-label return service and are deducted from the refund (or requested before the exchange is shipped).

Refund to the payment method: we return the price of the returned items plus the standard delivery costs you paid for the order, minus the return cost shown above. If you chose a delivery more expensive than the standard one, the difference is not refunded. If you return only part of the order, delivery costs are not refunded. The refund goes to the same payment method you used, within 14 days of receiving the parcel.

Rest of the world: for orders shipped outside the European Union we do not offer exchanges or refunds, because of the cost of international shipping. The only exceptions are faulty items or our own mistakes (see below). If you order from outside the EU, please check size and model carefully before confirming.

Condition of the item

For an exchange or a gift card the item must be in perfect condition: unworn, unwashed, odour-free, with original tags and packaging. If it is not, the exchange is refused and the item is sent back to you at your expense.

For a refund to the payment method you may try the item on as you would in a shop. If it comes back worn, washed, damaged or without tags, we reduce the refund in proportion to the loss of value, up to 100% of the price, and we tell you before proceeding.

What cannot be returned

• Personalised items or items made to your specifications.
• Gift cards already used, even in part.
• Mystery box: no exchange of size, colour or model. A refund to the payment method follows the rules above.
• Gadgets, free gifts and giveaways (free gadgets, free mystery boxes and any other item received for free with a spending threshold or a promotion): no exchange and no refund, they are free. If the return brings your order below the threshold that qualified for the gift, the gift must be returned too, otherwise its value is deducted from the refund.

Faulty item or our mistake

If the item is faulty or you received something different from what you ordered, write to us within 48 hours of delivery with photos and your order number. In this case the return is free everywhere and you choose between a replacement and a full refund, shipping included. Items are covered by the 2-year legal guarantee of conformity under the Italian Consumer Code.

Right of withdrawal

The rules for refunds to the payment method are how we apply the right of withdrawal under articles 52 et seq. of the Italian Consumer Code for consumers in the European Union. You exercise it by contacting customer service within 14 days of delivery and completing the request on our returns portal; the general conditions are in our Terms and Conditions. Exchanges and gift cards are additional services we offer under the conditions on this page.