Last updated: 18 October 2026
We want you to love your Base One gear. If something isn’t right, here is how returns, exchanges and refunds work.
Retail orders: returns and exchanges
- You can ask for a return or exchange within 7 days of delivery.
- Items must be unworn, unwashed, with all tags attached and in the original packaging.
- Size exchanges depend on stock. If your size is not available, you can choose another item, store credit or a refund.
- Items marked “Final Sale” cannot be returned or exchanged unless they are faulty or wrong.
How to start a return
- Message us on WhatsApp at +92 311 6461111 or email care@baseone.pk.
- Send your order number, the item(s) and the reason, with photos if possible.
- We will confirm and share the return address in Islamabad.
- Pack the item safely and send it back. Please keep the courier receipt.
Return shipping
- For a change of mind or size, you pay the return shipping.
- If the item is faulty or we sent the wrong item, we cover the return shipping.
- For exchanges within Pakistan, we send the replacement item to you free of charge.
- The original delivery charge is not refunded, unless the item was faulty or wrong.
Damaged, faulty or wrong items
- Please tell us within 48 hours of delivery, with clear photos of the item, the label and the packaging.
- We will offer a replacement, exchange or full refund, including delivery charges.
Refunds
- We inspect returned items within 2 working days of receiving them.
- Once approved, refunds are sent within 7 working days.
- Refunds go back the way you paid: bank transfer or EasyPaisa to the account you share with us. Where card payment is offered, refunds go back to the same card.
- You can choose store credit instead of a refund if you prefer.
- Items that come back worn, washed, damaged or without tags may be refused and sent back to you.
Custom, personalised and bulk orders
- These are made specially for you, so they cannot be returned, exchanged or refunded once the mockup is approved.
- Manufacturing defects (for example faulty stitching, wrong print or wrong quantity against the approved mockup) must be reported within 7 days of delivery, with photos. We will repair, remake or refund the affected pieces.
- Small differences in colour shade or print position compared to the screen mockup are normal and are not treated as defects.
- Colours and fit may look slightly different from product photos because of screen settings, lighting and camera lenses. This alone is not a reason for a free return, but you can still use the normal 7-day return or exchange.
- Sizing chosen by the customer is the customer’s responsibility. We are happy to share size charts or samples before production.
Cancellations
- Retail: you can cancel before the order is dispatched for a full refund. After dispatch, the normal return rules apply.
- Custom and bulk: you can cancel before you approve the mockup and receive a full refund of any advance paid. After approval, production starts and the order cannot be cancelled.
International orders
- The same rules apply, but return shipping is paid by the customer unless the item is faulty or wrong.
- Customs duties, taxes and international shipping charges are not refundable.
Contact us
Base One, I-10/3 Industrial Area, Islamabad, Pakistan (registered office: P 82-F-1, I&T, G-9/4, Islamabad)
WhatsApp / Phone: +92 311 6461111
Email: care@baseone.pk