Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your goods must have been purchased from basecampbeauty.com, must be in the same condition that you received it, unused and unsoiled. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at customer service or info@basecampbeauty.com with your order details (for example; your order number). If your return request is accepted, we’ll send you instructions on how and where to send your package. Returns are at customers expense. Items sent back to us without first requesting a return will not be accepted. 

We're human. We're here and happy to help! You can always contact us for any return questions at info@basecampbeauty.com

Shipping
Our return and refund policy is enforced in conjunction with our shipping policy. Shipping fees are non-refundable.

Damaged, Faulty or Incorrect Items
Australian Consumer Law Notice: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If your item arrives faulty, damaged, or incorrect, please contact us within 2 days of delivery with your order number so we can arrange a remedy in accordance with Australian Consumer Law.

Change of mind
We do not offer refunds or returns for change-of-mind purchases where the product is not faulty.

Exceptions / non-returnable items
Unless faulty, certain types of items cannot be returned, like used/soiled personal care goods (for example hair or skin tools that have been used or soiled with product) and cosmetics. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, (unless faulty) we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, minus any shipping charges. Please remember it can take some time (up to 10 business days) for your bank or credit card company to process and post the refund.

Processing of an exchange
To view timeframes for processing of an exchange, view our shipping policy.

Latest update: 2026-08-20