Cancellation & Refund Policy
Please read this policy carefully before placing an order. By purchasing from BaseLabs, you agree to the terms outlined below.
Last updated: May 2026
1. Order Cancellation
Orders can be cancelled within 24 hours of placement, provided the order has not already been dispatched. To request a cancellation, contact us via:
Please include your Order ID in your cancellation request. Once an order has been dispatched, it cannot be cancelled.
2. Returns
Due to the chemical nature of our products (solvents, aroma chemicals, fragrance oils, and premix bases), we do not accept returns unless:
- The product is damaged during transit (leakage, breakage, or contamination)
- The product received is materially different from what was ordered (wrong item, incorrect quantity)
Returns based on subjective preference ("I don't like the scent") are not accepted, as fragrance perception varies between individuals.
3. Damage Claim Process
If your shipment arrives damaged, follow these steps:
- Report the issue within 48 hours of delivery
- Record an unboxing video — this is mandatory for all damage claims. Start recording before opening the package and continue until the damage is clearly visible.
- Take clear photographs of the damaged product, packaging, and shipping label
- Email the video and photos to connect@baselabsaroma.com or share via WhatsApp at +91-9236719253
- Include your Order ID and a description of the damage
Claims submitted without an unboxing video or after the 48-hour window will not be processed.
4. Refund Process
Once a damage or wrong-item claim is verified by our team:
- We will offer a replacement of the affected product(s) at no additional cost
- If replacement is not possible (product out of stock), a full refund will be issued
- Approved refunds are processed within 7–10 business days to your original payment method
- If the claim is found to be invalid upon investigation, no refund or replacement will be provided
5. Non-Refundable Items
The following are not eligible for return, replacement, or refund under any circumstances:
- Sample kits and discovery sets
- Products that have been opened, used, mixed, or altered in any way
- Products damaged due to improper storage by the customer (exposure to heat, sunlight, moisture, or contamination)
- Claims based on subjective scent preference
- Claims raised after the 48-hour window
- Claims without a valid unboxing video
6. Return Shipping
If a return is approved:
- If the issue is verified as BaseLabs' responsibility (damaged or wrong item), we will bear the return shipping cost or arrange a pickup
- If the issue is due to customer error, the customer bears all shipping charges
7. Product Usage Disclaimer
Our products are raw materials intended for use by knowledgeable perfumers and formulators. BaseLabs is not responsible for any adverse outcomes resulting from:
- Improper use or incorrect formulation
- Failure to follow recommended dilution ratios or safety guidelines
- Bulk production carried out without prior sample testing
- Direct skin application of undiluted raw materials
8. Contact
For any questions about this policy or to submit a claim, contact us at: