I want to withdraw from my order (online) or cancel it

Have you just bought a BASE product remotely, but changed your mind? It can happen! This is known as the right of withdrawal.

This means that you have ordered or purchased something either on our BASE website, by phone via our customer service department, or that you have visited a BASE Shop and your order or purchase has been sent to your home. 

After placing your order, you have a cooling-off period of 14 days. Within this period, you do not need to provide a reason for cancelling or withdrawing an order or purchase.

Would you like to cancel or withdraw your internet, TV or mobile monthly plan order within 14 days? First, contact our customer service department on 1999 (free from a BASE number) or +32 486 19 19 99 (from any other fixed or mobile line). If you prefer, you can also fill in an online form. We will then contact you to resolve the issue.

As long as you do not activate/use the SIM card, we will not charge you any fees for this SIM card.   

• You can refuse the parcel when the delivery driver comes to deliver it. We will then simply refund the amount. 

• Or simply return it. Fill in this online form to indicate that you wish to exercise your right of withdrawal. You can request a refund for your purchase or, in the event of a defect, request the return of an identical device. 

See our FAQ: How do I return a device? | BASE

You will also find the conditions for returning a device there.