Regarding returns, exchanges, and cancellations:
We accept returns or exchanges in the following cases:
・If there is an abnormality with the product.
・If the product is damaged during delivery due to an accident or mishandling.
・If you receive a different product than what was ordered.
・If any of the above situations apply, please contact us by email within 3 days of ・receiving the product.
If there is an abnormality or product damage, please indicate it in the subject line of the email.
Please include the following information in the body of the email:
・Order number
・Name/email address/phone number
・Place of purchase
・Overall photo of the product
・Photo of the entire back of the package (showing the expiration date, manufacturing code, and product name)
・Detailed description of the product's condition
・Presence of Ageless (oxygen absorber)
・In order to investigate potential health risks to our customers, we may request the return of the affected product. We kindly ask you to keep the relevant product stored and, if deemed necessary by our company, we appreciate your cooperation in returning it at our expense.
If you receive a different product or quantity than what was indicated in your order, please include the following information in the subject line of your email: the issue (e.g., product shortage).
In the body of the email, please provide the following details:
・Order number
・Name of the delivered product/Name of the product you ordered
・Quantity delivered/Quantity ordered
・Please contact us at contact_sg@basefood.co.jp via email to report the issue.
*Please note that if you return a product to us without contacting us first, we may not be able to receive it or provide a refund. Therefore, we kindly request that you always contact us regarding such matters.
Furthermore, please be aware that we cannot accommodate returns or exchanges in the following cases:
・Requesting changes to the received product
・Forgetting to change the delivery date for a subscription service or forgetting to cancel the subscription
・Forgetting to modify the order details for a subscription service
・Incorrect address or prolonged absence
・Regarding order cancellations, we apologize, but we are unable to accommodate cancellations after the order has been confirmed.
▼The timing for order confirmation is as follows:
For single-item purchases: Immediately after completing the order.
For subscription plans: The day before every 4 weeks from the date of application.
*We will notify you of the order confirmation via email.
Please make any changes to your order or proceed with cancellation through your My Page on the website before the order is confirmed.
Please take note of the following important points:
As stated in the terms of service, the following situations are not eligible for refunds and may incur charges:
・if you, as the customer, voluntarily halt the shipping process, refuse to accept the delivery, or if the package is returned due to your absence, we cannot issue a refund or cover any costs incurred. Returned products will be disposed of due to their nature, so we kindly ask you to ensure that you accept the delivery.
・Even if your registration on the My Page is not complete, if you choose the 20% off introductory trial offer for the first purchase, it will be considered a subscription to the ongoing course, and your orders will be created every four weeks. Please check the details on your My Page.
Regarding the cancellation procedure:
You can cancel the BASEFOOD subscription plan through your account page. By setting the quantity of all items to "0" and saving the changes, you can cancel the subscription plan. Cancellation can be done at any time, but once payment is processed for an order, it cannot be canceled. If you cancel the subscription, no further orders will be created from the next cycle onwards.