Return & Refund Policy

Thank you for shopping at Baseline (“we”, “us”, “our”).
We want you to feel confident when shopping with us. If something isn’t right, we’re here to help.

This policy applies to purchases made on https://realbaseline.com.

1. 30-Day Return Window

You have 30 days from the date you receive your order to request a return.

To be eligible, items must be:

  • Unused

  • In their original condition

  • In original packaging (if applicable)

Items sent back to us without prior approval will not be accepted.

2. Non-Returnable Items

We do not accept returns or refunds for:

  • Gift cards

  • Digital products

  • Items marked “final sale”

  • Items that have been used, damaged, or altered by the customer

3. Defective or Damaged Items

If your item arrives defective, damaged, or incorrect, contact us within 7 days of delivery.

We will replace the item at no cost or issue a full refund.
Proof (photo or video) is required so we can resolve the issue quickly.

4. Return Process

To start a return, contact us at:

📩 hello@realbaseline.com

Please include:

  • Order number

  • Reason for the return

  • Photos if the item is defective

Once your return is approved, we will send:

  • Return instructions

  • Return address

  • Packaging requirements

Items must be sent back within 14 days after the return is approved.

5. Return Shipping Costs

  • Customer is responsible for return shipping costs (except for defective/damaged orders).

  • We do not provide prepaid return labels.

  • Original shipping fees are non-refundable.

6. Refunds

Once your return is received and inspected, we will notify you of approval or rejection.

If approved:

  • Refunds are issued to your original payment method

  • Processing time is typically 5–10 business days, depending on your bank

If your refund is late, check with your bank or payment provider before contacting us.

7. Exchanges

We are committed to ensuring you achieve the correct fit. If you wish to exchange an item for a different size, color, or style, you may do so under the following conditions:

7.1 Eligibility Exchanges must be initiated within 30 days of the delivery date. To be eligible for an exchange, the item must be:

  • Unworn, unwashed, and in its original condition.

  • Free of stains, odors (including deodorant or perfume), or signs of wear.

  • Returned in its original packaging with all tags attached.

Please Note: Due to hygiene standards, we reserve the right to refuse exchanges on intimate apparel that shows signs of wear or does not meet the above criteria.

7.2 Exchange Process We process exchanges as a direct swap, so you do not need to place a new order.

  1. Contact Us: Please email our support team at hello@realbaseline.com with your Order Number and the new size/color you desire.

  2. Return Authorization: We will provide you with a return address and instructions.

  3. Fulfillment: Once your return is received and inspected, we will ship your replacement item to you free of charge.

7.3 Defective or Incorrect Items If you received a defective item or the wrong product, please contact us immediately. We will arrange for a replacement to be sent at no additional cost to you, and we will cover all associated shipping fees.

8. Lost, Stolen, or Unclaimed Packages

We are not responsible for:

  • Packages marked as delivered but not received

  • Incorrect shipping details provided by the customer

  • Unclaimed packages returned to the carrier

Please contact the carrier directly for delivery issues.

9. Order Cancellations

Orders can be canceled within 1 hour of purchase.
After this window, the order may already be processing or shipped.

If shipped, you must follow the return procedure above.