Return and Refund Policy: FAQ

Your Satisfaction is Our Goal: an appeal to responsibility and ethics in the returns process

Dear Customer,

By scrolling through this page, you will find our return procedures.

We want to assure you first and foremost that your satisfaction is our absolute priority. We are here for you, and our policy is to do everything possible, sometimes even more, to meet your needs.

We want every shopping experience with us to be pleasant and satisfying. However, we know that problems can sometimes arise. When this happens, we strive to solve them in the most efficient and fair way possible, often going beyond what the law requires.

That said, we also wish to appeal to your understanding and sense of responsibility. As you can imagine, the abuse of the return policy can have a negative impact on costs and, consequently, on the prices we are able to offer. We are a commercial business based on selling products to our customers. We purchase goods, sell them, deduct the costs, and when we are successful, make a modest profit.

We are not a large multinational company that can absorb the losses of products or that generates its profits through complex financial mechanisms rather than through actual trade. Our sustainability is based solely on selling products at reasonable prices.

In order to continue to offer advantageous prices while remaining sustainable, it's important that all our customers behave ethically and responsibly. By doing this, you are helping not just us, but the entire community of our customers, enabling us to maintain competitive prices and continue to offer a high-quality service.

We thank you in advance for your understanding and loyalty. We are here for you and will continue to do our best to ensure that every shopping experience with us is pleasant and satisfying.

Sincerely,
The Nautica Basile Team

Returns and Refunds Policy

We are deeply committed to ensuring your complete satisfaction with every purchase you make with us. Your happiness is our greatest success and our team of experts is always at your complete disposal for any information regarding your purchases.

Our highly qualified staff works tirelessly to advise you best throughout the entire purchase process, minimizing errors and ensuring that each of you can find the product that truly reflects your needs.

However, we understand that situations may arise where you may want to return an item purchased. In these cases, we have defined a clear and simple returns policy.

How to Return an Item

First of all, please contact our customer service by writing to the email info@nauticabasile.it to communicate your intention to return the product.

Prepare the product for shipment. Remember, it is essential that the product is in the same condition as you received it: not damaged, unused, and in the original packaging. If the product is returned opened, damaged or used, it may result in a penalty on the refund.

Follow the instructions provided by our customer service to ship the product to the address that will be indicated to you.

European Returns Regulation

In accordance with European returns regulation, you have the right to return any product purchased within 14 days of receipt. Please note that shipping costs for the return of the product are to be paid by the customer, unless you have received a defective or incorrect product.

We also remind you that the refundable amount will be calculated taking into account the price paid for the product and any applicable penalties. A full or partial refund will be provided, depending on the conditions of the returned product.

Shipping Costs and Refunds

We wish to clarify that, regardless of whether or not you paid shipping costs at the time of purchase, the round trip shipping costs for the return of the product are to be paid by the buyer. This means that, in calculating the refund amount, the shipping costs we incurred to send you the item will be subtracted.

In the event that you have received a defective or incorrect product, the round trip shipping costs will be borne by us.

Please note that the refund will be made only after the returned product has been received and checked by our team.

Refund and Payment Methods

After receiving and checking the returned product, we will proceed with the refund within 14 working days. The refund will be made using the same payment method you used for the purchase, unless you have expressly agreed to a different method. In any case, you will not incur any costs as a result of the refund.

Products Excluded from Return Policy

Please note that some products are excluded from our return policy. These include personalized products, digital software products, hygiene products once opened, and electrical and electronic materials.

Regarding electrical and electronic materials, such as bilge pumps, please note that these products are carefully tested before shipping to ensure they are fully functional. For this reason, it is not possible to return such items, as we cannot determine if any malfunctions have been caused by improper use after delivery.

Customer Support

For any questions or concerns regarding our return and refund policy, do not hesitate to contact our customer service. We are here to help you and will do our best to solve any problem you may have.

Refund Issuance and Receipt Times

Once the returned product has been received at our warehouse and the quality check has been completed, we will issue the refund within 14 working days. The refund will be processed using the same payment method chosen for the purchase.

If you used a credit card for the purchase, we wish to underline that there might be a slight delay before the refund is visible on your account. Typically, the refund will be visible on the next card statement.

Your satisfaction is our main priority and we strive to offer you the best possible shopping experience. 

Thank you for choosing us!

FAQ Returns and Refunds

How can I return an item I purchased?

To return an item, please contact our customer service to communicate your intention. The product must be prepared for shipment, undamaged, unused, and in the original packaging. Then follow the instructions provided by our customer service to ship the product.

Is the return shipping organized by you?

We will take care of return shipments only due to our errors. In all other cases, the package must be shipped by the buyer with the courier of their choice. We strongly recommend that the shipment is trackable and well packed. The customer is responsible for the shipment until it arrives at our address.

What are the shipping costs for the return of a product?

The round-trip shipping costs for the return of the product are borne by the buyer, even if the item was received without paying shipping costs. The shipping costs we have incurred will be subtracted from the amount of the refund.

When and how will I receive my refund?

After receiving and checking the returned product, we will proceed with the refund within 14 working days. The refund will be made using the same payment method that you used for the purchase, unless you have expressly requested a different method.

Are there products excluded from the return policy?

Yes, some products are excluded from our return policy, such as customized products, digital software products, hygienic products once opened, and electrical and electronic materials. The latter are thoroughly tested before shipment to ensure they are fully functional.

What should I do if I have other questions about the return and refund policy?

If you have other questions or concerns about our return and refund policy, do not hesitate to contact our customer service by writing to info@nauticabasile.it. We are here to help you and will do our best to solve any problems you may have.