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Return & Exchange Policy

Last Modified: May 15, 2020

This Return & Exchange Policy is further to our terms and conditions of use (https://better1.com/terms) (the “Terms”).  Unless otherwise indicated, capitalized and defined terms in this policy have the same meaning attributed to them in our Terms.

Returns

For Unopened and Factory Sealed Products in Original Packaging

If you have not opened products ordered from our Website, and they remain in factory sealed condition, we will refund the full price of your products for a period of fifteen (15) days from the date they are delivered to you. After the fifteen (15)-day period, unfortunately, we cannot offer you a refund or exchange.  We do not refund the cost of any shipping charges you paid (if any) as part of your original order.

For Opened Products With All Original Packaging

If you opened products ordered from our Website, but have maintained all original retail packaging in the original condition, we will refund the full price of your products, minus a fifteen percent (15%) a restocking fee, for a period of fifteen (15) days from the date they are delivered to you. After the fifteen (15)-day period, unfortunately, we cannot offer you a refund or exchange. We do not refund the cost of any shipping charges you paid (if any) as part of your original order.

You agree that it in order for us to accept your product return and process a refund, all returned products must include:

all of the product components that were included in the original working condition;

the original resealable and undamaged product packaging;

       all manuals, blank warranty cards, and other accessories provided by the manufacturer. 

If any component of a returned product is missing or damaged, you agree that we may in our sole and absolute discretion, reject the entire return (and not refund you) or choose to reduce the amount of your refund to reasonably cover our costs to replace packaging, replace product components or otherwise recover our losses.

Ineligible Returns and Expenses Not Covered

We do not accept returns for products that:

were listed as final sale items at the time of purchase;

were not purchased on our Website;

we cannot resell for sanitary reasons, including for example, headphones (both in-ear and on-ear);

show any signs of having been used;

do not have the original packaging in a resealable condition. 

We do not accept returns or exchanges unless you were the original purchaser of the products from us.

You may be asked to provide, and you agree to provide, photos evidencing the condition of your products and the packaging prior to returning them to us.

Return and Exchange Costs

Organizing return shipping and all associated costs, including shipping fees, customs, duties and any applicable taxes are your responsibility. Under no circumstances do we pay for return shipping or any fees related thereto. This includes scenarios where, for whatever reason, your return shipment fails to reach us and/or is returned to your address.

Commencing the Return Process

Before returning any products to us, you must obtain a Return Merchandise Authorization (“RMA”) number. We will not accept returns or process refunds without an RMA number.  To start the return process within the fifteen (15) day period, and to request your RMA number, please contact us at:

Better1 Customer Solution Center:

+1-888-621-3237 (Mon-Fri 9:00am – 5:00 pm EST, excluding statutory holidays)

Email: info@better1.com

 

If your return request is approved, you will receive an email with your RMA number and our return shipping address. It is your responsibility to monitor your email for the RMA. Once issued, RMA numbers are valid for fifteen (15) days and you must return ship your products within the fifteen (15) day period, so please act promptly in shipping the returned products to us and maintain your shipping receipts. 

IMPORTANT RETURN INSTRUCTIONS:

Returns must be postmarked within the fifteen (15) day period following the issuance of your RMA number. The fifteen (15) day period will not be extended;

You must take a photo of the return shipping package prior to sending it. We may ask for a copy of the photo at any time;   

RMA numbers will not be reissued if you fail to return your products to us within the fifteen (15) day period; and

You must prominently display the RMA number on the shipping label as well as the RMA invoice in the box(s) containing your returned product(s).

When Will I Receive My Refund?

Once your returned item is received and inspected by us, we will send you an email notifying you that we received the item and whether your refund has been approved.

Refunds, if granted, will be credited to the original method of payment in the amount of your original purchase price, less any shipping charges or other charges in accordance with this policy. Unfortunately, we are not able to provide your refund payment to any other payment method aside from the one you used to place your order.

If more than seven (7) business days passes from the time you returned your product(s) and you have not received your refund, please email us at info@better1.com.

Defective Products

In circumstances where you consider that a product ordered from our Website is defective, you should promptly contact us with the details of the product and the defect. If we have reason to doubt the defect, we may provide you with the contact information for the manufacturer for them to assist you with troubleshooting the issue.

Where you raise a defective product concern and commence the return process with us within fifteen (15) days from it being delivered to you, we will replace the product. Depending on your location, the circumstances and at our sole discretion, we may send you a shipping label for your return of the defective item at our expense. Otherwise, return shipping shall be at your expense.

Defective items outside of the fifteen 15-day period are not capable of being returned and no replacement will be provided by us. However, to the extent the manufacturer offers any product warranty, you may address the defect directly with the manufacturer.

My Product was Damaged on Arrival

If your shipment arrives visibly damaged or tampered with, you should refuse the delivery. Please contact us as soon as possible using the contact information above.

Should you accept the delivery, you must note the damage on the carrier’s delivery record in accordance with the carrier’s policy, save the merchandise in the original box and packaging it arrived in, and notify us immediately, and in any event, within two (2) business days, to arrange for either returning the product to us, or a carrier inspection of  the damaged product. 

You must also take photos of the package on arrival and email them to us.  If you fail to notify us of visibly damaged or tampered with shipments within the first two (2) business days of arrival, the regular return policy will override any claim of damage. We make no guarantees that the regular return policy, set out above, will permit you to return or exchange the products if you failed to notify us within the two (2) day period. In such circumstances, you may wish to contact the product manufacturer to inquire about any applicable product warranties.

Exchanges

In some circumstances, you may elect to exchange your product rather than seek a refund within a fifteen (15) day period from the date of delivery. We only replace items if (i) they are defective or damaged at the time of delivery in accordance with this policy; and (ii) we have authorized the exchange. We reserve the right to authorize exchanges at our sole discretion.  To assist us with the determination, please email photos of your product to us as soon as practical.  Exchanges are subject to product availability.

Delivery Policy

Last Modified: May 15, 2020

This Delivery Policy is further to our terms and conditions of use (https://better1.com/terms) (the “Terms”). Unless otherwise indicated, capitalized terms in this policy have the same meaning attributed to them in our Terms.

General Shipping Terms

All orders placed on our Website are subject to product availability. If we are unable to process your order we will advise you in an email and ensure your payment method is either not billed, or refunded for the applicable product(s).

Shipping and Delivery Times

We typically ship products from our, or a third party’s facility, within five (5)business days (Monday to Friday excluding statutory holidays) from the date they are ordered on our Website. We do not process orders on Saturdays, Sundays or statutory holidays.  Orders will be processed the following business day.  While we aim to process your orders as quickly as possible, shipping times may vary depending on our suppliers and shipping providers. Any shipping or delivery times provided are estimates only.  The time and day of delivery may also vary due to carrier shipping practices, delivery location, method of delivery, nature of the items ordered and other matters out of our control. 

If multiple products are included in your order, it is possible they may be shipped from different locations which may lead to separate shipments and longer delivery times.

Signing for Deliveries

Depending on the products ordered and the value of your order, we may require that you sign for deliveries, which means our shipping providers, in some cases, may not leave your order at the shipping address. As some orders require a signature, we do not accept PO Boxes as shipping addresses.

If you will not be available to sign for your delivery, consider shipping the item to an address where someone you trust will be available to sign for your package. Once your order has been prepared for shipment or has shipped, we are unable to change the shipping address. Any delivery that is accepted by signature, whether by you or someone else at the shipping address, shall constitute good delivery.

Where no signature is required to accept delivery, you agree that the carrier leaving your order at your shipping address will constitute good delivery.  You accept all risks associated with lost or stolen orders, whether resulting from the order being left at your shipping address unattended or otherwise. 

Tracking Shipments

In most circumstances, our carriers will provide a tracking code for you to track your shipment.  Once shipped, it is your responsibility to monitor the shipment progress via the tracking code to make sure you are available to receive (and where applicable, sign for) delivery. 

Delivery Location

Products offered on our Website are only available for delivery to addresses in Canada. We may also be unable to deliver to certain remote regions within Canada. In some cases, we may accept an order on our Website, which, if we are unable to cause delivery of, we will cancel and refund.

Delivery Instructions

You may provide special delivery instructions on the check-out page of our Website.

Failed Deliveries

For any shipment that is refused or undeliverable due to no fault of ours, or the applicable carrier, a 15% restocking fee (based on the value of your order) plus any costs incurred by us for shipping and related fees will be charged to you.  

Shipping Costs

For our current shipping costs, please see the checkout page of your order. In most circumstances, we offer free shipping on orders over $150.00 within Canada. However, shipping charges will apply for all orders being delivered to the Northwest Territories, Nunavut, the Yukon Territory and other remote regions.

Additional shipping charges may apply for large or heavy items. You will be advised of any charges on the checkout page, or after we have reviewed your order. If we quote additional shipping charges after you complete the checkout process, you may cancel your order.

Sales Taxes

Sales tax is charged according to the province or territory to which your order is being shipped.

Items Received Damaged

Please inspect the packaging upon delivery. If it is damaged, do not sign for the delivery or open the package.  Please refuse the delivery.  If you are unable to refuse, contact us immediately at info@better1.com and provide photos of the damaged item & packaging, or call us at 905-457-7474 within 24 hours after you receive the package so that we may resolve the problem as soon as possible. See our Return & Exchange Policy for Details.

Questions

If you have any questions about the delivery and shipment or your order, please contact us at:

info@better1.com
or

– Call us at +1-888-621-3237 during regular business hours.