BASEN Warranty & Refund Policy
We stand behind the quality of our products. We offer a limited warranty covering defects in materials and workmanship when the product is used normally and in strict accordance with the product manual.
🔄 Warranty Claims Procedure
Troubleshooting & Support
Contact us with your issue. We will respond within 24 hours to help diagnose, provide troubleshooting, and guide optimal battery usage.
Testing & Verification
To process your claim efficiently, we may kindly ask you to run a few simple tests to verify the battery’s condition.
Return & Replacement
If tests confirm a manufacturing or quality defect, we issue a prepaid return label to ship the faulty unit back to our EU warehouse. Upon confirmation, we promptly send a brand-new replacement.
🔍 Our technical team inspects returned units for continuous product improvement.
- Non-Transferable: Warranty applies only to the original purchaser. Gifted/resold products require claims via original purchaser with proof of purchase (original order info).
- Warranty Continuation: Repaired or replaced batteries do not receive a new or extended warranty period. Coverage continues for the remaining duration of the original warranty.
- Improper handling, dropping, or intentional damage.
- Unauthorized product modifications or disassemblies.
- Failure to install, operate, or maintain the product correctly according to the instruction manual.
- Failures or severe quality degradation resulting from misuse, negligence, or accidents.
If you are not completely satisfied with your purchase, we accept returns of unused products within 30 days of receipt, subject to the terms below.
📦 30-Day Window — Returns must be initiated within 30 days of the delivery date.
✅ Condition: Items must be delivered to us completely unused, unaltered, and in their original condition.
📦 Packaging: Products must be returned in their original Basengreen.com packaging boxes.
🚫 Channel Restriction: Basengreen.com will not issue refunds for products purchased through third-party entities, distributors, or retail partners.
💰 Fees & Costs
- Restocking Fee: A 10% restocking fee will be deducted from the refund amount.
- Shipping Costs: The buyer is responsible for all return shipping costs.
- Handling Fees: Any refund transaction or handling fees are borne by the buyer.
📬 Return Process (RMA)
1. Get Authorization: Before shipping any items, please contact us to obtain an official Return Merchandise Authorization (RMA) number.
2. Safe Shipping: We cannot be held responsible for items damaged or lost during return transit; strongly recommend using an insured & trackable shipping service.
3. Inspection: All returned goods will be thoroughly inspected upon arrival. If an item is returned in an unsuitable or used condition, we reserve the right to reject the refund, and the item may be sent back to you at your expense.
⏱️ Refund Processing Time
Once we have actually received and inspected the returned item(s), please allow 1 to 2 weeks for the return to be processed. If your refund is approved, the applicable funds will be credited back to your original payment method within 15 to 30 business days.
Need help with warranty or returns?
Our support team is available 24/7. Contact us at
📧 service@basengreen.com
For any questions about claims, RMA, or product support — we respond within 24 hours.
