LEGAL

Refund Policy

Last updated: July 2026

We want you to be happy with every order from Basera. This Refund Policy outlines when and how refunds are issued for orders placed through our website.

1. Eligibility for Refunds

Refunds may be issued in the following cases:

• An item was missing from your delivered order
• The order arrived incorrect (wrong dish or significantly different from what was ordered)
• The food arrived in poor quality or condition due to our error
• Your order was cancelled by us after payment was made

2. Non-Refundable Situations

Refunds are generally not provided for change of mind after an order has been prepared, delays caused by incorrect delivery details provided by the customer, or delays due to circumstances outside our control (such as weather or traffic).

3. How to Request a Refund

To request a refund, please contact us within 24 hours of receiving your order via our Contact page, including your order ID and details of the issue. Photos of the item, where relevant, help us process your request faster.

4. Refund Method

Approved refunds will be issued to the original payment method used at checkout, or as store credit, depending on your preference and the payment method used.

5. Processing Time

Once approved, refunds are typically processed within 5–7 business days, though the time to reflect in your account may vary by bank or payment provider.

6. Reservation Cancellations

Reservation deposits, where applicable, are refundable if cancelled at least 24 hours in advance. Cancellations made after this window may not be eligible for a refund.

7. Contact Us

For refund requests or questions about this policy, please reach out via our Contact page.