Returns

Our promise to you is we will always provide high quality products, delivered efficiently, and ready for use. We understand that sometimes products may need to be returned; in this case, our returns policy below provides guidance on acceptable reasons for making a return, and how to go about returning products.

1. Incorrect Products Supplied

If incorrect products have been supplied by BaseTec, unless you have already been contacted by a member of the BaseTec team and agreed with yourself, BaseTec will arrange for either:

• collection of the incorrect product/s and a full credit given, or
• the correct products sent out as replacements at our cost.

A full credit or replacements will only apply if the products are received by BaseTec in the original, unopened condition.

BaseTec will need to be notified as soon as possible, and within 7 days of delivery, for us to be able to take action

2. Faulty Products After Purchase

If a product develops a fault within its warranty period, you are entitled to a replacement under the terms of the original warranty given by the manufacturer of that product.

3. Goods Damaged in Transit

If goods have clearly been damaged in transit and the damage is visible on delivery, you should take a picture of the damaged goods and send the proof to the BaseTec team, where we will assess the damage and take action.

Any damages should be reported immediately and within 24 hours of delivery. A full credit or replacements will be given if BaseTec are happy that goods were damaged in transit.

4. Product/s No Longer Wanted

If you change your mind, products can be returned to BaseTec within 30 days of delivery. Products can only be returned if they are unopened, remain in their original packaging and condition, and can be re-sold as new with no additional work required by BaseTec.

No credit will be provided for unwanted goods unless they are:

• returned to the BaseTec warehouse
• have been stored correctly
• are in good condition
• carriage has been paid, and
• it is within one month of the invoice date.

Any credit that is issued will also be subject to a 15% restocking charge.

Please note, products that are supplied in liquid form, such as cementitious products, liquid-applied membranes, etc, are kept in a temperature-controlled warehouse. As such, if stored incorrectly and at the wrong temperature by the customer, then returns for these products may not always be possible, especially during the colder months, as the product performance will be affected.

Making a Return

If you wish to return any products purchased from BaseTec for one or more of the above reasons, please contact the BaseTec team directly, referencing your order number, using one of the following methods:

• Email us at basetec@basetec.co.uk
• Complete an online enquiry form
• Call us on 01732 906 826 (Tonbridge) or 0113 521 6789 (Leeds)

Upon receipt of your return request, the BaseTec team will issue you with a return form to complete and submit.