Complaints Policy

At Basile, we strive to provide the best possible shopping experience for our customers. We understand that sometimes issues may arise, and we are committed to resolving any complaints in a fair and timely manner. This Complaints Policy outlines our process for handling customer complaints and our commitment to customer satisfaction.

1. Reporting a Complaint

If you have a complaint about any aspect of our products or services, we encourage you to contact our customer support team as soon as possible. You can reach us through our website's contact form or by emailing us at complaints@basile.com. Please provide detailed information about your complaint, including any relevant order or transaction details.

2. Complaint Resolution

Once we receive your complaint, our dedicated customer support team will promptly investigate the issue and work towards a resolution. We will acknowledge your complaint within 24 hours and provide you with a reference number for future correspondence.

3. Timeframe for Resolution

We aim to resolve all complaints within 7 business days. However, some complex issues may require additional time for investigation and resolution. If this is the case, we will keep you informed of the progress and provide regular updates on the status of your complaint.

4. Fair and Objective Assessment

During the complaint resolution process, we will conduct a fair and objective assessment of the issue raised. We will consider all available information, including any evidence provided by the customer, to ensure a thorough and unbiased evaluation.

5. Compensation and Remedies

If we find that your complaint is valid, we will take appropriate measures to rectify the issue. This may include offering a replacement product, issuing a refund, or providing compensation in the form of store credit. The specific remedy will depend on the nature of the complaint and the circumstances surrounding it.

6. Escalation

If you are not satisfied with the resolution provided, you have the option to escalate your complaint to a higher level of management. Please contact our customer support team and request to speak with a supervisor or manager. They will review your case and take any necessary steps to address your concerns.

7. Feedback and Improvement

We value your feedback and see it as an opportunity to improve our products and services. After your complaint has been resolved, we may reach out to you for feedback on your experience. Your input will help us identify areas for improvement and ensure that we continue to meet and exceed your expectations.

8. Confidentiality

We treat all customer complaints with the utmost confidentiality. Your personal information and the details of your complaint will only be shared with individuals directly involved in the complaint resolution process. We will not disclose any sensitive information without your consent, unless required by law.

9. Legal Rights

This Complaints Policy does not affect your legal rights as a consumer. It is in addition to any statutory rights you may have under applicable consumer protection laws.

If you have any questions or concerns about our Complaints Policy, please don't hesitate to contact our customer support team. We are here to assist you and ensure that your shopping experience with Basile is nothing short of exceptional.