Return & Refund Policy

This Return & Refund Policy applies to eligible products purchased through the Baseus Indonesia official online store (“Baseus,” “we,” “us,” or “our”).

We want you to be satisfied with your purchase. If you experience an issue with your order, please review the terms below or contact Baseus Customer Support for assistance.

Nothing in this Return & Refund Policy limits any mandatory rights or remedies available to consumers under applicable Indonesian laws and regulations.

1. Return Period

Eligible products purchased from the Baseus Indonesia official online store may be returned within 7 days of receipt, subject to the conditions set out in this Return & Refund Policy.

The 7-day return period begins on the date the product is delivered to the delivery address specified in your order.

Requests submitted after the applicable return period may not be eligible for return for non-quality-related reasons.

Quality-related issues arising after the return period may still be covered under the applicable Baseus Warranty Policy.

2. Return Eligibility

To qualify for a return for non-quality-related reasons, the product must generally:

  • Be returned within the applicable return period;

  • Be in its original condition;

  • Show no signs of unreasonable use, damage, or alteration;

  • Include the original packaging, where reasonably applicable;

  • Include all accessories, manuals, gifts, and other items originally supplied with the product; and

  • Include valid proof of purchase.

We reserve the right to inspect returned products before approving a refund.

A reduction in refund value may apply where permitted by law if a product has been used or handled beyond what is reasonably necessary to inspect its nature, characteristics, and functionality.

3. Quality-Related Returns

If you receive a defective, damaged, or malfunctioning Baseus product, please contact Baseus Customer Support and provide information reasonably necessary for us to verify the issue.

Depending on the circumstances, we may request:

  • Order number or valid proof of purchase;

  • Product model or serial number, where applicable;

  • Photos or videos showing the issue;

  • Photos of the packaging and shipping label, where relevant; and

  • A description of the problem.

Once the issue has been verified, Baseus may provide an appropriate remedy, including replacement, repair, refund, or another applicable solution, depending on the nature of the issue, product availability, applicable warranty terms, and applicable law.

Quality-related issues reported outside the return period may be handled under the applicable Baseus Warranty Policy.

4. Non-Quality-Related Returns

For eligible products returned for reasons unrelated to product quality, the customer must submit the return request within 30 days of receipt.

The product must meet the return eligibility requirements described in this policy.

Where permitted by applicable law, the customer may be responsible for return shipping costs associated with a non-quality-related return.

Original shipping fees may be non-refundable unless otherwise required by applicable law or the return results from an error attributable to Baseus.

5. Items Not Eligible for Return

Unless otherwise required by applicable law, returns may not be accepted for:

  • Products returned outside the applicable return period;

  • Products without sufficient proof of purchase;

  • Products damaged due to misuse, negligence, accident, improper operation, unauthorized modification, or unauthorized repair;

  • Products with missing parts, accessories, or components caused by the customer;

  • Products that have been materially altered from their original condition;

  • Free promotional products, except where defective or otherwise required by applicable law;

  • Products specifically identified as non-returnable before purchase, where legally permitted; and

  • Other products that are not eligible for return under applicable law or the terms disclosed at the time of purchase.

Products with verified quality-related defects may remain eligible for warranty service even where they are not eligible for a non-quality-related return.

6. Incorrect, Missing, or Damaged Orders

If you receive:

  • An incorrect product;

  • An incorrect quantity;

  • A product with missing components;

  • A product damaged during shipping; or

  • A package with other order fulfillment issues,

please contact Baseus Customer Support as soon as reasonably possible after delivery.

Please retain the product, original packaging, shipping label, and relevant documentation until the issue has been resolved.

We may request photographs, videos, or other reasonable evidence to verify the issue.

After verification, Baseus will provide an appropriate solution, which may include replacement, reshipment, refund, or another applicable remedy.

7. Return Process

To request a return:

  1. Contact Baseus Customer Support at care@baseus.com and provide your order number and reason for the return.

  2. Provide any photos, videos, or other information requested to verify the return request.

  3. Wait for return instructions and, where applicable, return authorization from our Customer Support team.

  4. Package the product securely with the applicable accessories and components.

  5. Return the product according to the instructions provided by Baseus Customer Support.

Please do not send products to an address obtained from an unofficial source or return a product without following the applicable return instructions, as this may delay the processing of your return.

8. Return Shipping Costs

For returns resulting from a verified product defect, incorrect item, shipping damage, or other error attributable to Baseus, Baseus will bear reasonable return shipping costs where a physical return is required.

For eligible non-quality-related returns, the customer may be responsible for return shipping costs, subject to applicable law.

Additional shipping costs resulting from circumstances attributable to the customer, such as an incorrect delivery address, may also be the customer's responsibility where permitted by applicable law.

9. Refund Processing

Once we receive and inspect the returned product, we will notify you of the outcome of the return request where applicable.

If the refund is approved, Baseus will initiate the refund using the original payment method, unless another refund method is required by applicable law or agreed between Baseus and the customer.

Refund processing times may vary depending on the original payment method, bank, card issuer, e-wallet provider, BNPL provider, or other payment service provider.

After Baseus has successfully initiated the refund, additional processing time required by the relevant financial institution or payment provider is outside our direct control.

10. Refund Amount

For approved returns, the refund amount will generally correspond to the amount actually paid for the returned product after applicable discounts.

Shipping charges, promotional discounts, vouchers, gifts, bundled products, and other benefits associated with the original order may affect the final refund amount where applicable and permitted by law.

If an order was purchased as part of a bundle, promotion, or conditional discount, the refund may be adjusted to reflect the terms of the applicable promotion.

11. Promotional Gifts and Bundled Products

If a purchase included a complimentary gift or promotional product, the gift may be required to be returned together with the qualifying product where the return causes the original order to no longer satisfy the conditions of the promotion.

If the promotional gift is not returned, Baseus may, where permitted by applicable law and the applicable promotion terms, deduct the value of the promotional gift from the refund.

For bundled products, the applicable return and refund conditions may depend on the terms of the relevant bundle promotion.

12. Exchanges and Replacements

Where appropriate, Baseus may offer a replacement instead of a refund for a verified quality-related issue.

Replacement availability depends on product inventory and other applicable conditions.

If the same product is unavailable, Baseus may provide another appropriate remedy, including a refund, subject to applicable law.

Products replaced due to quality-related issues will be covered for the remaining warranty period of the original order, unless otherwise required by applicable law.

13. Order Cancellation

If you wish to cancel an order, please contact Baseus Customer Support as soon as possible.

We will make reasonable efforts to process your cancellation request. However, once an order has entered fulfillment or has been shipped, cancellation may no longer be possible.

If the order has already been shipped, you may need to follow the applicable return process after receiving the product.

If Baseus cancels an order after payment has been successfully collected, the applicable refund will be processed to the original payment method unless otherwise required by applicable law.

14. Purchases from Other Sales Channels

This Return & Refund Policy applies to purchases made through the Baseus Indonesia official online store.

If your product was purchased through another marketplace, online platform, authorized retailer, distributor, or offline store, please contact the original purchase channel for return and refund assistance.

Returns and refunds for such purchases may be subject to the policies and procedures of the original sales channel.

This does not affect any applicable Baseus warranty rights or mandatory consumer rights provided by law.

15. Abuse of Return Policy

Baseus reserves the right, subject to applicable law, to reject or investigate return requests where there is reasonable evidence of fraud, return abuse, manipulation, intentional product damage, or other misuse of the return process.

This provision does not affect legitimate claims relating to defective products or any mandatory consumer rights under applicable law.

16. Changes to This Return & Refund Policy

Baseus may update this Return & Refund Policy from time to time to reflect changes in our services, business practices, or applicable legal and regulatory requirements.

The latest version will be published on our website.

Changes to this policy will not reduce any rights that have already accrued in connection with an eligible purchase, except where otherwise permitted or required by applicable law.