Return & Refund

Return policy

basilcustom is committed to working with you to achieve your home improvement goals.

If you are not completely satisfied with your basilcustom purchase, simply return it to any basilcustom store in the US.

Most new, unused items can be refunded or exchanged within 90 days of proof of purchase, unless an exception is made in our Returns Policy. All returned items must be approved by basilcustom customer care

Returns with valid proof or refunded by store credit card according to the original payment method, with the following exceptions:

  • Purchases made with , refund cards, merchandise cards or in-store credits will be refunded as in-store credits.
  • Purchases made with a debit card will be refunded in cash or charged to the debit card, which may take up to 15 days.
    A written copy of basilcustom Return Policy will be provided upon request.

Return without receipt

In most cases, you can retrieve your receipt using your original credit card, checking account number, My basilcustom card, or your phone number. For returns without a valid receipt, basilcustom may, in its sole discretion, open a letter of credit at the current in-store selling price of the item.

basilcustom requires valid photo ID (state driver’s license, state ID, or military ID) to return items without valid proof of purchase. basilcustom uses and reviews the verification system. Where permitted by law, ID information or phone numbers may be entered into these systems. All returned items must be approved by basilcustom customer care. basilcustom has the right to refuse to return if the customer cannot provide proof of our error

Go to your order history to initiate a return.

Exceptions Return Policy

30-day return policy

The following items must be returned in “new” condition with proof of purchase within 30 days of purchase or receipt.

  • TVs and Electronics
  • Outdoor Power Equipment
    (Excludes CRAFTSMAN and BLACK+DECKER branded wired and wireless outdoor power equipment items with a 90-day return policy.)
    Lawn mowers, chainsaws, generators, pressure washers, trimmers, basilcustom , snow basilcustom , log splitters, wood chippers, hedge trimmers, edgers​​, tillers, augers and brush cutters Product must be returned within 30 days of receipt and must be in unused, original, unopened, undamaged, factory sealed packaging.
  • Plumbing
    water heater
  • Air Conditioning (Portable and Window)
  • liquid paint
  • Road trailer
    Additionally, it must be returned to basilcustom in the original condition of purchase with original documentation including title (if applicable).

Non-refundable items

  • labor and assembly costs
  • Shipping and/or basilcustom.com shipping (except due to basilcustom error)
  • In-Store Credit Cards, Refund Cards and Merchandise Cards
  • Masks: Protective masks or face shields of any type will no longer be accepted for return or exchange.

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