Return policy

For Private Customers

A customer of BaseBulk.com who is a consumer (a natural person) has the right, within 14 (fourteen) days and without giving any reason, to withdraw from the contract (“Agreement”) concluded between the Buyer and 4Health SIA (LTD) (“Seller”) for the purchase of goods (“Product”) through the BaseBulk.com online store.

The withdrawal period expires 14 days after the day on which the Customer receives the Product.

If the Customer has ordered several Products in one order and they are delivered separately, the withdrawal period begins on the day on which the Customer, or a third party indicated by the Customer other than the carrier, receives the last Product.

If the delivered Product consists of several consignments or parts, the withdrawal period begins on the day on which the Customer, or a third party indicated by the Customer other than the carrier, receives the last consignment or part.

For contracts involving the regular delivery of Products over a defined period, the withdrawal period begins on the day on which the Customer, or a third party indicated by the Customer other than the carrier, receives the first Product.

In order to exercise the right of withdrawal, the Customer must inform the Seller of the decision to withdraw from the Agreement by completing the withdrawal form or by sending a clear withdrawal request by email to info@basebulk.com.

After receiving the Customer’s electronic withdrawal notification, the Seller will send confirmation of receipt to the Customer’s email address.

To comply with the withdrawal deadline, it is sufficient for the Customer to send the withdrawal notification before the 14-day withdrawal period has expired.

Consequences of Exercising the Right of Withdrawal

If the Customer withdraws from the Agreement, the Seller will refund all payments received from the Customer for the returned Product, including the standard delivery costs, without undue delay and in any event no later than 14 days from the day on which the Seller is informed of the Customer’s decision to withdraw from the Agreement.

Additional delivery costs resulting from the Customer choosing a delivery method other than the least expensive standard delivery method offered by the Seller will not be refunded.

If only part of an order is returned, delivery costs will be reimbursed only where returning that part results in a lower delivery fee being applicable to the remaining Products, and only in the amount of the difference between those delivery fees.

The Seller will make the refund using the payment details or bank account specified by the Customer in the withdrawal notification or withdrawal form, unless another refund method has been agreed.

The Seller may withhold the refund until the Seller has received the returned Product or until the Customer provides evidence that the Product has been sent back, whichever occurs first.

The Customer must return the Product without undue delay and no later than 14 (fourteen) days after notifying the Seller of the withdrawal.

The Product must be returned to the warehouse or return address provided by the Seller in the return instructions or Contact section.

The deadline is considered met if the Customer sends the Product back before the 14-day return period has expired.

The Customer is responsible for the direct cost of returning the Product unless otherwise agreed with the Seller.

The Customer is responsible for any reduction in the value of the Product resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the Product.

For inspection purposes, the Product should only be handled to the extent that would normally be permitted in a physical retail store.

Return an Item

Start by providing information about your purchase so that we can locate your order.

The information provided must match the details submitted when the order was placed.

For Businesses

The following provisions apply to customers purchasing Products as legal entities, companies, organizations, sole traders, or otherwise for purposes related to their trade, business, craft, or professional activity.

1. Return of Goods of Proper Quality

A business customer may return goods of proper quality where such a right is expressly provided for in the applicable contract, Purchase Order (PO), offer, order confirmation, Seller’s Terms & Conditions, or another agreement between the parties.

The Buyer must notify the Seller by email at info@basebulk.com and/or submit the applicable return form within the period and according to the procedure specified in:

• the contract;
• the Purchase Order (PO);
• the offer or order confirmation;
• the applicable Terms & Conditions.

The Buyer must obtain return instructions and, where applicable, a Return Merchandise Authorization (RMA) before returning the Products.

Where provided for in the applicable agreement or Terms & Conditions, the following conditions may apply:

• the Products must be unopened;
• seals and original packaging must remain intact;
• labels and batch/lot markings must be preserved;
• returns must be made within the agreed return period;
• shipping costs, restocking fees, or other charges may apply;
• the return may be processed by credit note, replacement, refund, or another agreed method.

2. Non-Conforming or Incorrect Goods

A business customer may submit a claim where the delivered Products do not conform to the agreed contractual requirements.

Depending on the circumstances and the applicable agreement, the Buyer may request:

• return of the Products;
• replacement;
• correction of the delivery;
• price reduction;
• credit note;
• partial rejection of the delivery;
• termination of the relevant order or contract where applicable.

Examples of non-conformity may include:

• incorrect Product supplied;
• incorrect specification;
• incorrect concentration;
• incorrect form or configuration;
• incorrect labelling;
• incorrect lot or batch;
• incorrect expiry or best-before date;
• missing agreed documentation;
• Certificate of Analysis (CoA) that does not correspond to the delivered batch;
• incorrect quantity;
• incorrect packaging or configuration compared with the agreed requirements.

The Buyer must notify the Seller in writing without undue delay or within the period specified in the applicable contract or Terms & Conditions.

The notification should include:

• Purchase Order (PO) and/or invoice number;
• Product name;
• quantity;
• lot/batch number;
• a description of the non-conformity;
• the requested resolution, such as return, replacement, credit note, or partial rejection.

Where required by the applicable agreement, the Buyer must also:

• perform incoming inspection according to the agreed procedure;
• preserve the Products and packaging in their original condition until the claim has been resolved;
• refrain from disposing of the Products unless instructed otherwise by the Seller.

3. Quality Defects

A business customer may submit a claim if the Products have quality defects, including latent defects discovered during reasonable inspection, processing, storage, or use.

The Buyer must notify the Seller within the time limits established by the applicable agreement or applicable law.

The Seller may request supporting evidence, including:

• incoming inspection results;
• laboratory test reports;
• photographs or videos;
• delivery or acceptance reports;
• logistics or transportation information;
• Certificates of Analysis (CoA);
• other certificates;
• evidence of deviations from the agreed specification.

Where provided for in the applicable agreement or Terms & Conditions:

• return or replacement may be conditional on compliance with applicable storage requirements;
• temperature requirements must have been respected;
• seals and packaging integrity must have been maintained;
• quality disputes may be resolved using retention samples;
• an independent or third-party laboratory may be used;
• testing and investigation costs may be allocated according to the outcome of the claim.

4. Material Breach of Delivery Conditions

A business customer may refuse delivery or submit a claim where there has been a material breach of agreed delivery conditions that makes use of the Products impossible, unsafe, non-compliant, or economically unreasonable.

Examples may include:

• a critical delivery delay where the delivery deadline was expressly agreed as essential;
• breach of required temperature or transportation conditions for sensitive Products or raw materials;
• packaging damage creating a material risk of contamination or deterioration;
• missing mandatory documents or certificates without which the Products cannot legally or properly be used.

The Buyer must notify the Seller without undue delay and provide relevant documentation, which may include:

• photographs or videos;
• delivery reports;
• carrier documentation;
• temperature logs;
• logistics information;
• inspection or acceptance records.

The Buyer should clearly state the requested resolution, such as:

• rejection of delivery;
• return of the Products;
• replacement;
• credit note;
• other compensation where applicable.

Where relevant, the applicable contract, Incoterms®, shipping conditions, or other agreed terms determine:

• when risk transfers from the Seller to the Buyer;
• which party is responsible for arranging transportation;
• which party is responsible for submitting a claim against the carrier;
• applicable notification deadlines for transportation damage.

5. Returns Under the Seller’s Voluntary Business Return Policy

The Seller may, at its discretion, offer business customers the possibility to return certain Products even where there is no defect or non-conformity.

Such returns are subject to the Seller’s applicable return procedure and any conditions communicated to the Buyer.

Conditions may include:

• condition of the Products;
• unopened packaging;
• intact seals;
• preserved labels and batch/lot numbers;
• return deadlines;
• return shipping costs;
• restocking or handling fees;
• use of a credit note instead of a cash refund;
• prior written approval from the Seller.

Acceptance of a voluntary business return is subject to approval by the Seller unless otherwise expressly agreed in writing.