Refund policy

Refund Policy

Thank you for shopping with Basin Craft. Every piece in our collection is handcrafted in our atelier in Turkey and shipped worldwide. We want you to be fully satisfied with your purchase, and this policy explains our return and refund terms.

Return Window

You may request a return within 14 days of receiving your order. Items must be in their original, unused condition, with all original packaging and protective materials intact.

Restocking Fee

All approved returns are subject to a 25% restocking fee, which will be deducted from your refund. This fee covers handling, inspection, and the costs associated with international restocking, as our products are crafted and shipped from Turkey.

Non-Refundable Items

The following items are final sale and cannot be returned or refunded:

Custom or made-to-order items — including any product with customized dimensions, finishes, materials, or design modifications. Because each custom piece is crafted specifically for you, we are unable to accept returns on these orders.

Damaged or Defective Items

We carefully inspect, pack, and insure every order before it leaves our atelier. However, if your item arrives damaged, broken, or defective, please contact us within 48 hours of delivery at help@basincraft.com with the following:

Your order number
Clear photos of the damaged item and the packaging (interior and exterior)
A brief description of the issue

We will work with you promptly to arrange a replacement, repair, or full refund at no additional cost. The 25% restocking fee does not apply to damaged or defective items.

How to Request a Return

To start a return, email help@basincraft.com with your order number and the reason for return. We will respond within 2 business days with return authorization and shipping instructions.

Returns sent without prior authorization will not be accepted.

Return Shipping

Customers are responsible for return shipping costs, including any duties, taxes, or customs fees associated with returning items to our atelier in Turkey. We strongly recommend using a trackable, fully insured shipping method, as we cannot be responsible for items lost or damaged in transit back to us.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 5–10 business days of receipt, less the 25% restocking fee.

Original shipping charges are non-refundable.