HOUSE OF BASIL

RETURNS AND REFUND POLICY

Effective Date: 1 June 2026

At House of Basil, we are committed to delivering premium-quality men’s underwear and ensuring customer satisfaction. Due to the intimate nature of our products and for hygiene and health protection reasons, our returns and refund policy is designed to protect both our customers and our business while remaining fair and transparent.

1. GENERAL POLICY

We encourage customers to carefully review product descriptions, sizing guides, and product specifications before placing an order.

Because underwear is classified as an intimate garment, special hygiene considerations apply to all purchases.

2. ITEMS ELIGIBLE FOR RETURN

A product may be returned only if:

  • The item was delivered damaged, defective, or faulty;
  • The incorrect item was delivered;
  • The item remains unworn, unused, unwashed, and in its original packaging with all tags, labels, and protective seals intact;
  • The return request is submitted within 7 (seven) days of delivery.

House of Basil reserves the right to inspect all returned items before approving any refund or exchange.

3. ITEMS NOT ELIGIBLE FOR RETURN

For hygiene and health protection reasons, House of Basil cannot accept returns, exchanges, or refunds for:

  • Underwear that has been worn, tried on, washed, altered, or used;
  • Products with removed or damaged hygiene seals;
  • Products without original packaging or tags;
  • Sale, clearance, promotional, or discounted items unless the item is defective;
  • Gift cards or digital products.

4. SIZE EXCHANGES

To assist customers in selecting the correct size, House of Basil provides a detailed sizing guide.

Size-related returns or exchanges will only be considered if:

  • The product remains unopened and unused;
  • All hygiene seals remain intact;
  • The exchange request is submitted within 7 days of delivery; and
  • The requested replacement size is available in stock.

Customers are responsible for return shipping costs for voluntary size exchanges unless otherwise determined by House of Basil.

5. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If you receive a damaged, defective, or incorrect item, please notify us within 48 hours of delivery by emailing:

orders@houseofbasil.co.za

Your email should include:

  • Your order number;
  • A description of the issue;
  • Clear photographs showing the defect, damage, or incorrect item received.

Once the claim has been reviewed and approved, House of Basil may offer:

  • A replacement product;
  • An exchange;
  • Store credit; or
  • A refund, at our discretion and in accordance with applicable consumer protection laws.

6. RETURN PROCESS

To initiate a return request:

  1. Contact our customer support team at orders@houseofbasil.co.za.
  2. Provide your order number and reason for the return.
  3. Await written return authorisation.
  4. Package the item securely and return it using the instructions provided.

Returns sent without prior authorisation may not be accepted.

7. REFUNDS

Where a refund is approved:

  • Refunds will be processed to the original payment method used for the purchase;
  • Processing times may vary depending on your bank or payment provider;
  • Original shipping charges are non-refundable unless the return results from our error or a defective product.

House of Basil reserves the right to refuse a refund where the returned product does not comply with this policy.

8. SHIPPING COSTS

Unless the return is due to a defect, damage, or an error on our part:

  • Customers are responsible for all return shipping costs;
  • Original shipping charges will not be refunded.

Where House of Basil has supplied an incorrect or defective item, reasonable return shipping costs may be reimbursed.

9. CONSUMER RIGHTS

Nothing in this policy limits or excludes any rights afforded to consumers under applicable consumer protection legislation, including the provisions of the Consumer Protection Act, 2008 (South Africa), where applicable.

10. CONTACT US

For any questions regarding returns, refunds, or exchanges, please contact:

House of Basil Customer Care

Email: orders@houseofbasil.co.za

Website: houseofbasil.co.za

House of Basil reserves the right to amend this Returns and Refund Policy at any time without prior notice. Any changes will be published on our website and will take effect immediately upon publication..