Returns & Refund Policy

We understand that sometimes you may need to cancel or return an order, and we want to make the process as straightforward as possible. Below you'll find information about our Returns & Refund Policy.

If you have any questions, please contact us at support@basicmediastore.com.

Order Cancellations

Because all of our products are made to order, production begins shortly after an order is placed.

If you wish to cancel an order, please contact us as soon as possible at support@basicmediastore.com after placing your order so we can attempt to stop production.

If production has not yet begun, we will cancel your order and issue a full refund.

Once production has started, we may be unable to cancel your order. If this occurs, any available cancellation or return rights will be handled in accordance with this policy and any applicable consumer protection laws.

Returns

As our products are made to order specifically for each customer, we generally do not accept returns or refunds for:

• Change of mind

• Incorrect size, colour, or product selection

• Ordering mistakes

• Requests made after production has begun

If applicable consumer protection laws provide you with the right to cancel your purchase after receiving your order, please notify us within the applicable cancellation period (for example, within 14 days for eligible consumer purchases in the European Union).

How to Request a Return

To request a return or cancellation, please email support@basicmediastore.com and include:

• Your order number

• The item(s) you wish to return

• A brief reason for the return

For faster processing, we kindly ask that you use the subject line:

Product Return Request

Our support team will review your request and advise you of the next steps.

Please do not send any items back without contacting us first.

If we determine that a return is required, we will provide the appropriate return instructions and return address. Unauthorised returns may not be accepted or processed.

Return Shipping

Unless the item is faulty, damaged, incorrect, or applicable consumer protection laws require otherwise, customers are responsible for the direct cost of return shipping.

We recommend using a tracked shipping service, as we cannot be responsible for returns that are lost in transit.

In some circumstances, we may determine that returning the product is unnecessary and will advise you accordingly.

Refunds

Where a refund is approved, it will be issued to your original payment method.

If a return is required, refunds will generally be processed once the returned goods have been received and inspected, or satisfactory evidence of their return has been provided where permitted by applicable law.

Please allow 7–10 business days for your refund to be processed after approval. Depending on your payment provider, it may take additional time for the funds to appear in your account.

Shipping charges are non-refundable except where required by applicable consumer protection laws or where the item is faulty, damaged, or incorrect.

Damaged, Defective or Incorrect Items

We take great care to ensure every order is produced to a high standard. If your order arrives damaged, defective, or you receive the wrong item, we're here to help.

Please contact support@basicmediastore.com within 14 days of receiving your order and include:

• Your order number

• A description of the issue

• Clear photographs of the item

• Clear photographs of the packaging (where applicable)

Once reviewed, we will arrange an appropriate remedy, which may include a repair, replacement, or refund, depending on the circumstances and your rights under applicable consumer protection laws.

In many cases, photographs will be sufficient and you will not be required to return the item. If a return or collection is required as part of our investigation or by our fulfilment partner, we will provide further instructions.

Consumer Rights

This Returns & Refund Policy is provided in addition to your rights under applicable consumer protection laws. Nothing in this policy limits, excludes, or affects any rights or remedies you may have under those laws.