Refund policy

Refund & Return Policy

We want you to be happy with your purchase.

If something isn’t right, we’re here to help. This Refund & Return Policy explains how returns and refunds work when shopping at HappyBasia.com.

1. Eligibility for Returns

Where applicable, you may withdraw from your purchase within 14 calendar days of receiving your order, in accordance with applicable consumer protection laws.

To be eligible for a return, an item must:

  • Be unused, unwashed, and in its original condition.
  • Be returned in its original packaging, including the box or mesh bag, where applicable.
  • Include all parts and accessories, if applicable.

Please note:

  • If an item is returned used or damaged beyond what is necessary to inspect it, we may reduce the refund to reflect any loss in value, as permitted by applicable law.
  • Personalized or customized products, and products made to the customer’s specifications, may be excluded from the right of withdrawal where permitted by law.
  • Orders of 3,000 or more ball pit balls are produced to order according to the customer’s selected colours and specifications. Once production has started, these orders cannot be cancelled or returned because the customer changed their mind, except where the products are defective or do not match the agreed specifications, or where applicable law provides otherwise.

2. How to Start a Return

To request a return, please contact us at info@happybasia.com and include:

  • Your order number
  • The reason for the return
  • Clear photos, if the item arrived damaged or incorrect

We will provide the return address and instructions. Please contact us before sending an item back so we can guide you through the return process.

3. Return Shipping

  • Unless the item is faulty or we made a mistake, the buyer is responsible for the cost of return shipping.
  • If the return is due to our mistake or a faulty item, we will cover the reasonable return shipping costs in accordance with applicable law.
  • For international returns, please follow our instructions for customs documentation. Incorrect customs declarations may cause delays or additional charges.

We recommend using a tracked shipping service. We cannot refund items lost in transit before they reach us.

4. Refunds

Once we receive and inspect a returned item, we will notify you by email. Approved refunds will be issued to the original payment method.

Where you exercise a legal right of withdrawal, we will process the refund within the timeframe required by applicable law. For other approved returns, we aim to process refunds within 7 business days after receiving and inspecting the item. Your bank or payment provider may take additional time to make the refund available.

Please note:

  • If you withdraw from an order, we will refund the cost of the least expensive standard delivery option we offered, as required by applicable law. Any additional amount paid for a more expensive delivery option may not be refundable.
  • If a parcel is refused, unclaimed, or returned because import taxes, customs duties, or other charges required by the destination country were not paid, we may deduct return shipping costs and other reasonable expenses from the refund, where permitted by law.
  • Import taxes, customs duties, and brokerage fees charged by the destination country are not refundable by us.

5. Exchanges

We do not offer direct exchanges. If you would like a different size or colour, please contact us to discuss the available options. Any return or new order will be handled in accordance with this policy and applicable law.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, incomplete, defective, or incorrect, please contact us as soon as possible at info@happybasia.com. Please include your order number and photos of the product and packaging, if available.

We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law. This may include a replacement, repair, price reduction, or refund, depending on the circumstances and your legal rights.

7. International Orders

We ship worldwide from Poland (EU).

For orders shipped outside the EU:

  • Import taxes, customs duties, and brokerage fees may be charged by the destination country and are not collected or refunded by us unless stated otherwise at checkout.
  • If you return an item, please contact us for customs documentation instructions before shipping it.
  • Any refund will be issued in the original transaction currency and to the original payment method, subject to the terms above and applicable law.

8. Items Made to Order and Other Non-Returnable Items

Where permitted by applicable law, the following items are not eligible for return because the customer changed their mind:

  • Custom colour mixes or personalized products.
  • Ball pit ball orders of 3,000 or more pieces, made to order according to the customer’s selected colours and specifications, once production has started.
  • Items clearly marked “Final Sale.”
  • Used, washed, or damaged products, except where the damage or defect is covered by your statutory rights.

This section does not limit your rights if an item is faulty, defective, damaged on arrival, or does not match the order.

9. Contact Information

If you have questions about returns or refunds, please contact:

STLAV Sp. z o.o.
ul. Modlińska 6a/222
03-216 Warszawa, Poland
📧 info@happybasia.com

10. Legal Notice

This policy does not affect your statutory rights under applicable consumer laws.

For consumers in the EU and UK, exceptions to the right of withdrawal may apply to goods made to the consumer’s specifications or clearly personalized. Whether an order qualifies for an exception depends on the product and the circumstances. This policy does not exclude any rights or remedies that cannot legally be excluded.

Last updated: October 13, 2026