Returns & Refunds

Returns & Refunds

We want every BaseMakers order to reach you exactly as it should.

Because our products include cosmetic bases, actives and botanical ingredients that are sensitive to hygiene, storage and contamination, we are unable to accept general returns once products have been delivered.

However, if something has gone wrong with your order, we're here to help.

When Can I Request a Replacement or Refund?

Please contact us within 48 hours of delivery if:

  • Your product arrived damaged or broken

  • The product leaked significantly during transit

  • You received the wrong product

  • An item is missing from your order

  • The product has a verified manufacturing defect

Depending on the issue, we may offer an appropriate replacement or refund after reviewing your request.

What Do I Need to Share?

To help us resolve your request quickly, please send:

  • Your order number

  • Clear photographs of the product

  • Photographs of the outer and inner packaging

  • An unboxing video, where available

  • A brief description of the issue

Please keep the product and its original packaging until your request has been resolved.

Products That Cannot Be Returned

For safety and hygiene reasons, we generally cannot accept returns or exchanges for:

  • Products that have been opened or used

  • Bases that have already been customized

  • Actives or botanical extracts that have been opened or mixed

  • Products damaged due to incorrect handling or storage

  • Products modified outside BaseMakers' recommended instructions

  • Products purchased by mistake

  • Change-of-mind purchases

Once an ingredient has been added to a BaseMakers base, the resulting product becomes a customer-customized formulation and cannot be returned.

What If I Don't Like the Texture or Result?

Our product pages describe the intended texture, appearance and use of each base as clearly as possible.

Minor variations in colour, texture or appearance may occur between batches, particularly where naturally derived ingredients are involved.

Once a product has been opened, used or customized, we cannot offer a return simply because of personal preference or because the customized formulation did not produce the expected texture or result.

Always follow the recommended usage level, compatibility and mixing instructions when customizing your BaseMakers product.

Incorrect or Incompatible Customization

BaseMakers cannot provide a refund or replacement where a product has been affected by:

  • Excessive addition of an active or extract

  • Addition of an incompatible ingredient

  • Incorrect measurement

  • Incorrect pH adjustment

  • Improper mixing

  • Contamination after opening

  • Improper storage

  • Use outside the instructions provided

If you're unsure about compatibility, contact us before you mix. We'll be happy to guide you.

Order Cancellations

If you need to cancel an order, contact us as soon as possible.

If the order has not yet been dispatched, we will try to process the cancellation.

Once an order has been dispatched, cancellation may no longer be possible.

Refunds

Once a refund has been approved, it will be processed to the original payment method, wherever possible.

Please allow approximately 5–10 business days after processing for the amount to appear, depending on your bank or payment provider.

Any applicable processing timelines outside BaseMakers' control may vary.

Replacement Orders

Where a replacement is approved for a damaged, leaking, missing, incorrect or defective product, BaseMakers will arrange the replacement without additional standard shipping charges.

Availability of the same product may affect replacement timelines. If a replacement cannot reasonably be provided, an appropriate refund may be offered instead.

Packages Returned to Us

If an order is returned because of an incorrect or incomplete address, an unavailable recipient, repeated failed delivery attempts or refusal of delivery, please contact us.

Re-dispatch or refund eligibility will be assessed based on the circumstances of the returned shipment.

Received Something Wrong? Tell Us.

We'll do our best to make it right.

Please contact us within 48 hours of delivery:

Email: support@basemakers.in
WhatsApp: 9004274967

Please include your order number when contacting us so we can assist you faster.

Create With Confidence.

We carefully prepare and pack every BaseMakers order.

And if something isn't right when it reaches you, we'll help make it right.