Returns Policy

Our Promise – “If for any reason you are not delighted with our product send it back for a full refund!"** Quality, style and value are our core ethos.

We will refund or exchange any product sent back within 30 days of delivery, in original condition, and with a completed returns form.

Click HERE to download our Returns Form and then follow the below steps:

 *NZ (MAINLAND) CUSTOMERS:

  1. Print off the Returns Form and fill in with as much detail as possible.

  2. Enclose the Returns Form with the garments you are returning in any weatherproof bag you can seal up tight.

    (TIP: Turn the courier bag you received inside out if it is still in good condition!)

  3. Email our logistics partner "Zend" on solutions@zend.co.nz to request a return collection. Provide them with your order number and address details.  Attach a copy of the packing slip that came with your order to this email request if you can. 

  4. Zend will email you a courier label to affix to the returns bag, and then automatically arrange a courier to collect your parcel.

*NZ: Great Barrier Island, Waiheke Island, Stewart Island & Chatham Islands:

  1. From 20th June 2024, due to the current market we cannot offer free returns or exchanges on these orders. Please get in contact on info@basethermals.co.nz if you still wish to make a return or exchange at your own cost.

INTERNATIONAL CUSTOMERS:

  1. Please contact us directly on info@basethermals.co.nz to discuss return instructions.

 T's & C's:

  • Returned garments must be unworn, unwashed and in original condition

  • **We do not accept returns on Clearance items.

  • A completed returns form must accompany the returned garments

  • We will only accept returns within 30 days of the date of delivery

  • Exchanges are subject to stock availability

  • Exchanges are only made ‘like for like’ where there is no price variance.

  • If we don’t have the item you would like in exchange, we will contact you to offer something else, or a refund.

  • Refunds and exchanges can take up to 14 days to process.