Refund policy

Canada

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@12baskets.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@12baskets.com. 

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@12baskets.com.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@12baskets.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@12baskets.com. 

 

International
All orders shipped outside of Canadian destinations are shipped via Fedex, Canada Post or Sureton Express. Courier companies are subject to change at any time without further notice. Shipping fee varies by country, weight and total package size.

For shipping to Taiwan, please provide your Chinese name, address and phone number.
*Recipient will need to complete “EZ WAY” real-name authentication**

For shipping to China, please provide your Chinese name, address, phone number and ID number.

Processing Time
Please allow 1-5 business days for 12 Baskets to pick, pack and prepare your order. Some items may need to be ordered from the manufacturer to ensure you get the newest stock! Once your package has been shipped we will send you a confirmation email. 

Special Notice
12Baskets.com reserves the right to disallow the shipment of certain products to customers in the United States and outside of Canada. These would include large quantities of products consisting of liquid in glass containers, heavy and/or bulky items and products not yet approved for import to the U.S. by the United States Food & Drug Agency. 

United States and International shipping charges do not include any additional tariffs. All additional charges and custom clearance fees are the responsibility of the customer.

Inspection, Missing or Damaged Items

All merchandise leaving our warehouse is carefully inspected and confirmed to be in good condition prior to shipment.

Upon receiving your package, we recommend recording a complete unboxing video and verifying all items against the shipping label and packing list to ensure accuracy.

If your package appears visibly damaged, opened, or re-taped upon delivery, you must file a claim directly with the carrier at the time of delivery.

If any item is missing or damaged, or if there is an error in your order, please contact us within 5 days of receiving your package. We will review your case and assist you as quickly as possible.

To process your claim, we may request supporting evidence, such as photos or an unboxing video, to better understand the situation.
Claims without sufficient supporting information may not be eligible for refund or replacement.

Please note that 12Baskets.com is not responsible for delays, holds, or damages caused during customs inspections.

For further assistance, please contact us at info@12Baskets.com
 or call us at 1 (866) 457-4629 or 1 (604) 270-7831.

Thank you for your understanding and support.

Cancellation
Orders can be cancelled within one hour of their being placed. If you are unable to cancel your order, please refer to our Return Policy.

Return Policy
Our standard policy is to accept most returns within 14 days from the date of delivery. 

Within 14 days of delivery of your shipment, you may return any unopened products to 12Baskets.com for a full refund on the products only. We must receive the returned items within 14 days of delivery of your shipment. Return shipping fees are the sole responsibility of the buyer, unless damages arise from our error.

Please note that we cannot accept the return of opened items or items returned more than 14 days past delivery. Refund will only be given if the item is returned in its original condition. If the item is returned in a damaged state, no refund will be given. 

We will notify you of your refund via e-mail after we have received and processed the returned item. You can expect a refund in the same form of payment originally used for purchase within 7 to 14 business days after we receive your return.

Inventory: If an item is temporarily unavailable from our suppliers you will be informed promptly by email.

Typographical Errors & Errors in Pricing: We strive for accuracy in the information presented on our website. In the event of typographical errors, or errors in pricing, we will make every effort for good customer service, but such errors cannot be honoured.

Pricing: 12 Baskets endeavors to maintain a consistent price policy and to update this site to reflect any changes in price, however, some prices may vary depending on availability from our suppliers. This does not necessarily mean prices will always increase. If on the chance that you order such a product, you will be informed before your order is processed.

All orders are charged in Canadian dollars. Conversion rates will vary depending upon your bank and credit card company. Please contact your bank directly with questions regarding conversion rates and fees. Your credit card is charged at the time of shipment.