Return & Exchange PolicyLast Modified: September 1st, 2021 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: [email protected] 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 [email protected]. 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.