Refunds & Returns

Intimate apparel & hygiene

For health and hygiene reasons, lingerie and intimate apparel cannot be returned or exchanged once opened, worn or tried on, unless the item is defective or was sent in error. This is standard practice across the intimate-apparel trade and protects the safety of the supply chain. Returns are only accepted for items that are unworn, unused, unwashed and in their original sealed packaging with any tags attached.

Defective or incorrect items

We stand behind what we ship. If your order arrives damaged, defective, or does not match what you ordered, you are entitled to a replacement or refund at no additional cost. To qualify:

• Report the issue within 14 days of delivery.
• Include your order number and clear photos of the item and, where relevant, the outer packaging and shipping label.
• Do not discard the item until the claim is resolved — we may ask you to return it (we cover return shipping on defective or mis-shipped goods).

Change-of-mind & overstock

Because pricing is set at trade (wholesale) levels, we generally do not accept change-of-mind returns on correctly fulfilled orders. Where a return is agreed as a goodwill exception, it may be subject to a restocking fee of up to 20% and the buyer covers return shipping. Approved returns must reach us within 14 days of authorization.

Dropship orders

For dropship accounts, GoodBase ships directly to your customer in neutral packaging. The trade account holder — not the end customer — is our counterparty and is responsible for handling their own customer's returns. GoodBase will replace or refund the account holder for defective or incorrectly fulfilled dropship items on the same terms as above.

Custom & private-label orders

Made-to-order, custom and private-label goods are produced to your specification and are non-returnable and non-refundable except where defective. Approved samples define the accepted quality standard for the production run.

Refund method & timing

Approved refunds are issued to the original payment method or, for invoiced orders, by the same channel used for payment. Refunds are typically processed within 5–10 business days of approval; the time for funds to appear depends on your bank or card issuer.

Chargebacks

As a trade supplier we ask buyers to contact us first so we can resolve any issue quickly and fairly. Raising a payment dispute or chargeback before contacting us delays resolution; we reserve the right to contest disputes that fall outside this policy with supporting documentation.

How to start a claim

Email info@goodbases.com with your order number and details. You can also reach us by phone at +1 (347) 975-8157. Returns, once authorized, should be sent to GoodBase LLC, 30 N Gould St, Ste R, Sheridan, WY 82801, USA. Please do not send returns without prior authorization, as they cannot be processed.