Support
Returns & Refunds
Changed your mind or received the wrong item? Here's how returns and refunds work at Basoo.
30-day returns
You can return most unused items within 30 days of delivery for a refund or exchange. To be eligible, the product must be in its original condition and packaging, with all manuals, accessories and protective materials included. This is separate from warranty claims — see our Warranty page for faults covered after this period.
How to return an item
Start your request
Email support@basoo.io or open the order under My Orders and choose “Request a return”.
Get an RMA number
We issue a Return Merchandise Authorisation with return instructions, usually within one business day.
Pack & ship it back
Return the item in its original packaging with all accessories and the RMA number on the label.
Inspection & refund
Once received and inspected, we process your refund or replacement within 5–7 business days.
Refunds
Refunds are issued to your original payment method once the returned item passes inspection. Allow 5–7 business days for processing, plus any additional time your bank or card provider requires. For orders paid by purchase order, refunds are applied as a credit to your account unless otherwise agreed.
Return shipping costs
If the return is due to our error — a wrong, damaged or defective item — we cover return shipping and arrange collection where possible. For change-of-mind returns, the cost of return shipping is the customer's responsibility, and the original outbound freight is non-refundable.
Items we can't accept
For safety and compliance reasons, we cannot accept returns of items that have been fuelled, run or used; consumables and wear parts (blades, filters, spark plugs, lubricants); custom or made-to-order configurations; or products without proof of purchase. Engines and generators that show signs of operation may only be handled under warranty.
Damaged or wrong items
Inspect your delivery on arrival. If anything is damaged in transit or incorrect, contact us within 48 hours with photos so we can arrange a replacement or refund quickly.
Need help?
Start a return from My Orders or email support@basoo.io. Our team replies within one business day, 7 days a week.