Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

How do I cancel an order? An order may be canceled prior to shipment by calling Customer Service at (888) 244-7865.

How do I return unwanted merchandise? Once an order has shipped, any returns are subject to the following Returned Merchandise Policy. All returns must be unused and in resalable condition and require a Return Authorization Number (RA Number) which must be issued within 30 days of receipt of the product. To obtain an RA Number and a return shipping address, please call Customer Service (888) 244-7865. The RA Number will expire 30 days after issuance and should be affixed to the outside of any return shipment. During winter months, when the risk of freezing is high, precautions should be taken to insure that water-based products do not freeze while in transit.

Warranties: Some products sold by Basalt Engineering, LLC are manufactured by other companies and are sold subject to actual manufacturers’ warranties with respect to defective merchandise. All products should be inspected upon delivery; Basalt Engineering Customer Service ((888) 244-7865) must be notified within 10 days of receipt of product(s). Defective products will be repaired or replaced in accordance with the manufacturers’ warranty. Manufacturers’ warranties do not cover normal wear and tear, damage caused by improper use or handling, alterations or attempted repairs. An RA Number must be obtained before returning any defective product.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.  Then contact your credit card company, it may take some time before your refund is officially posted.  Next, contact your bank. There is often some processing time before a refund is posted.  If you’ve done all of this and you still have not received your refund yet, please contact us at marketing@basalt-usa.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at marketing@basalt-usa.com and send your item to: Basalt Engineering, 188 Brooke Road, Suite 150, Winchester VA 22603, United States.

Shipping
To return your product, you should mail your product to: Basalt Engineering, 188 Brooke Road, Suite 150, Winchester VA 22603, United States

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.