Return and Refund Policy

At BASIQ Studio, we want you to have a good experience with your order. If you have any issues with your purchase, you can contact us to review your case.

1. Contact Information

BASIQ Studio
Carrer de l'Arquitecte Ubach 15
43840 Salou, Tarragona, Spain
Email: sservicioalcliente.central@gmail.com

2. Deadline to Request a Return or Issue

The customer has 14 calendar days from the receipt of the order to exercise their right of withdrawal, in accordance with applicable regulations for online purchases in Spain.

Additionally, we offer a period of 30 days from the receipt of the order to report issues related to:

• Defective product.
• Product damaged during shipping.
• Incorrect order.
• Lost or undelivered order.

3. Conditions for Accepting a Return

For a return to be accepted, the product must be in good condition, without signs of misuse, with its original packaging, and accompanied by proof of purchase.

For hygiene and safety reasons, returns of used products, those damaged by the customer, improperly handled, or not in suitable condition for review will not be accepted.

4. Return Costs

In the case of voluntary return due to withdrawal, the direct costs of return shipping will be borne by the customer, unless BASIQ Studio indicates otherwise.

If the product arrives defective, damaged, or an incorrect item has been sent, BASIQ Studio will assume the corresponding solution, which may include exchange, replacement, or refund.

5. Defective, damaged, or incorrect product

If you receive a defective, damaged, or incorrect product, you should contact us at:

sservicioalcliente.central@gmail.com

To review the case, we may request photographs, videos, order number, and a brief explanation of the problem.

Once the issue is reviewed, we may offer one of the following solutions:

• Replacement of the product.
• Exchange for another equivalent product.
• Partial refund.
• Full refund.

6. Lost or undelivered orders

If your order appears to be lost or has not been delivered within a reasonable time, contact us to review the case with the shipping company.

In case the loss of the order is confirmed, we may offer a new shipment or a refund, as appropriate.

7. Refunds

Once the return is received and reviewed or the issue is approved, we will notify you of the resolution by email.

If the refund is approved, it will be processed using the same payment method used for the purchase.

The time to receive the amount may vary depending on the bank or payment provider. In case of withdrawal, the regulations state that the refund must be made without undue delay and, at most, within 14 calendar days from when the seller is informed of the decision, and it may be withheld until the product or proof of return is received.

8. Abusive or fraudulent requests

BASIQ Studio reserves the right to reject requests that show signs of misuse, fraud, product tampering, or non-compliance with the conditions stated in this policy.

9. Contact

For any inquiries related to returns, refunds, or issues, you can write to us at:

sservicioalcliente.central@gmail.com