The 1-Year Care Promise
🪄Pure magic comes with peace of mind.
basil & friends is all about honoring the lasting bond between us and our pets. When you create a Spotlight with us, you aren't just buying a product; you are celebrating the everyday rituals you share.
We know how much this physical anchor means to you. That’s why we stand behind our craftsmanship with our 1-Year Care Promise. If your anchor breaks due to a manufacturing defect, we fix it. No endless forms, no corporate runaround.
What is Covered for 365 Days:
- Hardware Malfunctions: Any issues with the LED base, touch sensors, or wiring.
- Material Integrity: Unnatural fading, clouding, or cracking of the custom acrylic plaque under normal indoor use.
- Transit Damage: If it arrives less than perfect, it’s on us.
What is NOT Covered:
- Normal Wear & Tear: Minor scratches, scuffs, or natural aging from everyday use.
- Accidental Damage: Drops, spills, mishandling, or pet-inflicted damage (we love them, but we can't cover chew marks!).
How to Claim (Zero Friction Process): We know you are busy. If something goes wrong, we make it right in 3 simple steps:
- Email us: Reach out to hello@basilfriends.com with your Order Number.
- Snap a photo: Attach a clear picture of the issue so our engineering team can learn and improve.
- We handle the rest: We will arrange a replacement part or a completely new unit for you within 48 hours.
At basil & friends, we believe our pets are our anchors. They give us the unmissable rituals in life.
Thank you for letting us be a small part of your ritual.