Search
Sign In
Register
Returns made easy

Item not right? No worries! We offer a flexible change of mind returns policy. If you’ve purchased a product on Betterthat.com you can return it within 30 days, but there are a few things to keep in mind...

How to return an item?


Some of our retailers have different returns policies so it’s important to get in touch with us so we can help you make the process as smooth as possible. As well, unless you’ve got guns of steel like Arnie, many larger items on Better That may be tricky for you to return with ease. Our handy team are here to help you with your return- no matter how big or small.


1
Tell us about your return

Login to Betterthat.com and go My Account > Your Orders and check the item you wish to return is returnable.


2
Complete returns form online

Select the item you want to return, click the “Return Order” button and complete the Return form.


3
Drop off your parcel

For most returns, you can complete the packing slip which came with your order, pack your items back in the parcel it was sent, and drop it at an Australia Post outlet.

Head to “My orders” now in “My Account” to get your return underway!

Change of Mind

For change of mind returns, please note the Retailer who you purchased from will not refund any delivery fees that you may have paid at the time of purchase, or the cost of any packaging you use to send the items back.

You can return any product:

  1. as long as the return is initiated in your Account and placed in the post within 30 days of receipt of shipment confirmation email (or longer promotional or advertised return period, if applicable);
  2. the item is unworn and unused and in a saleable condition with the original tags still attached;
  3. the item is in the original packaging, which must be in the original condition, including sealed boxes, branded dust bags and shoe boxes (you don't need the clear plastic packaging, except for products sealed for hygiene reasons - see below); and
  4. it has not been specifically excluded from the change of mind returns policy, such as "Final Sale" items.
  5. Aren't earrings or underwear, see products sealed for hygiene reasons


Upon receiving and inspection of your return, we will contact you about next steps. Once determined the return is in compliance with the above, the Retailer will either:

  1. REFUND - the price of the product returned to your original payment method;
  2. EXCHANGE - the product for another size, subject to availability.

If the return, in the Retailer's reasonable opinion, is not in compliance with the above, we will contact you to ship the product back to you and you will be liable for the shipping costs both to and from the Retailer.

We monitor return rate frequency and value for fraud, abuse and general security purposes. In the event of elevated return frequency and values, we are entitled to close or block access to your Account or deny you from making future orders. Nothing in this clause is intended to exclude any rights in faulty products clause or any of your statutory rights as a consumer under Australian Consumer Law.


Defective Product Returns

If the product you received is faulty or defective, you are entitled to a full refund on the product from the Retailer you purchased from (subject to certain criteria being met) under the Australia Consumer Law.

You may be asked by the Retailer to provide further information to support your claim to assist them with their assessment of the goods. In addition to your rights in relation to faulty products, and subject to the restrictions set out below, you can return any product:

  1. as long as the return is initiated in your Account and the return is placed in the post within 30 days of receipt of shipment confirmation email (or longer promotional or advertised return period, if applicable);
  2. the item is unworn and unused and in a saleable condition with the original tags still attached;
  3. in the original packaging, which must be in the original condition, including sealed boxes, branded dust bags and shoe boxes (you don’t need the clear plastic packaging, except for products sealed for hygiene reasons - see below)

If the product is confirmed to have a defect, the Retailer will replace or repair the product or refund the price of the product to your original payment method, as appropriate. If the product is found not to have a defect or deemed out of warranty, we'll contact you to determine whether you want to dispose of the product or return the product at your expense or the Retailer may offer an option to repair it at your expense.


It does not constitute as a defect if, in the Retailer's reasonable opinion, a product has become of unacceptable quality following the sale, due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions, using it in an abnormal way or failure to take reasonable care.

To ensure returns are assessed and processed swiftly please contact us as soon as you receive the item and realise it is at fault and we’ll tell you the next steps.  


Once determined the return is in compliance, the Retailer will either:

  1. REFUND - the price of the product returned to your original payment method; or
  2. EXCHANGE - the product for another size, subject to availability.
Products sealed for hygiene reasons

Items such as jewellery, watches, swimwear, underwear, hair accessories, earphones, consumables, pharmacy, beauty and grooming products, can only be returned under change of mind returns policy if the seal is intact (excluding underwear and earrings, which cannot be returned, unless deemed faulty). Beauty products cannot be returned if they are opened and/or used (unless faulty).

Frequently asked questions
1. What do I do if I'm not happy with my item

We're sorry to hear you're unhappy with your item. If your order is covered by our 30 day change of mind policy you are able to initiate a return online through My Account found in the top navigation of betterthat.com

2. How do I return an item?

We work with hundreds of retailers who all have varying returns policies. Let us make your life easy and deal with us directly about your return.  Before you return your item at the post office, please:


Login to BetterThat.com and select

    Your orders

    Return order

    Complete the returns form

We will be in touch to tell you the best way for you to return your items with ease.

3. What if my item is faulty?.

Oh no, bummer! Please contact customer support at support@betterthat.com and we’ll be able to help. Let us know your order confirmation number so we can provide you with a quick resolution.  You might need to take some photos of the faulty product.

4. How do I know when you’ve received my return form online?

You will receive an email from us within 24 hours with instructions on what to do with your return.

5. I've sent back my return, what happens now?    

Depending on how you sent your order back to us please allow up to 10 business days for this to be received and processed. We will keep you updated when your return has been received. It’s a good idea to get a tracking number at the post office so you can see your parcels progress.  

6. I sent my return days ago, has the retailer received it yet?

We encourage you to obtain a tracking number when sending your item back so you can stay up to date with its progress however please allow up to 10 business days to reach the retailer depending on where you have sent it from. Each retailer has their own returns process so their processing times may vary. Betterthat can contact the retailer directly on your behalf if this time has been exceeded.

7. How will I be refunded?    

The order amount minus shipping costs will be remitted back to the account/card details you paid from. Please allow 2-5 Business days for this to appear in your account once your return has been received and processed.

8. Can I return swimwear without a hygiene seal?

Maybe not. Some swimwear, beauty, or intimate products may not be eligible for refunds due to hygiene reasons or if underwear or swimwear isn't in original packaging or has a broken seal. Some retailers have strict rules around what counts as sealed or not sealed with these types of products. Please ensure you check the individual retailer returns policy before you make a purchase and get in touch if you need more clarity.

9. How can I return a huge item?

Large items like TV’s and furniture are a bit harder for you to post back! Get in touch and we’ll tell you what to do with bulkier returns

10. Can I return an item after 30 days?

No, our returns policy states that items that are unworn, unused, in original packaging are only available for return within 30 days of receipt of shipment confirmation email. Please see above for full returns policy. Unless the product is deemed faulty or defective you will unfortunately not qualify for a return on your order past the 30 days.

11. Where can I find my return form?

You should have one already with your order. If not, you can either find a link to download and print one off in your original order confirmation email or reach out to our support team for assistance.

12. Do I have to pay for shipping of my return item?

Yes in most cases you pay for the cost to return your item, unless it is faulty.

13. Can I exchange an item?

Yes in many cases you can. Get in touch with our handy customer service team and we’ll help you with your exchange. 

14. Do all retailers on BetterThat offer returns?

There may be some retailers we work with that cannot offer returns for example for hygiene reasons or sales items. You may still be eligible for an exchange, so best to speak to us and we’ll see what we can do to help.

15. I received something different than what I ordered?

Oops lets get this sorted for you straight away! Please contact support@betterthat.com and will help on getting this resolved ASAP.

16. How do I contact Better That?

If at any time you are unsure or have a question, please contact us at support@betterthat.com with your order number and we'll get back to you ASAP. Some of our retailers have different returns policies so it’s important to get in touch with us so we can help you make the process as smooth as possible.