General Terms
This Policy is provided for information only. Our B2B Terms of Sale govern all orders and prevail in the event of any inconsistency.
All B2B orders are considered final sale and are not eligible for return or refund except as expressly outlined below.
The remedies in this Policy are the only remedies available for damaged, defective, short-shipped, or incorrect products. Our liability is limited as set out in our B2B Terms of Sale, which exclude loss of profit, margin, or onward sale.
Eligible Refunds / Replacements
Refunds or replacements are provided only in the following cases:
- Manufacturing defects, notified within 30 days of delivery and confirmed after review
- Damage during transit, notified within 5 business days of delivery and documented on delivery
- Shortages, over-shipment, or incorrect items, notified within 5 business days of delivery
Minor cosmetic imperfections, packaging damage (damage to outer or transit packaging where the products themselves are unaffected), or variations that do not affect the functionality of the Products shall not be considered defects.
Due to differences in production batches, materials, lighting conditions, and screen displays, minor variations in color, texture, or finish may occur and shall not be considered defects.
BetterMe reserves the right to determine the appropriate resolution for approved claims, including product replacement, partial refund, store credit, or full refund.
Store credit may be applied only to future orders placed with the same BetterMe entity, is non-transferable, has no cash value, and expires 12 months after issue.
Claims must be submitted within the applicable timeframe set out in the "Eligible Refunds / Replacements" section and must include:
- Clear photos or videos of the issue
- Photos of the packaging
- Order or invoice reference
Claims submitted without sufficient documentation may not be approved.
Returns are accepted only where we have issued a return authorisation. Products returned without one may be refused or returned at your cost. Where a claim is verified, we bear the reasonable cost of return carriage arranged in accordance with our instructions; in all other cases return costs are yours. Where return is not commercially reasonable, we may instead ask you to destroy or dispose of the affected products and provide photographic proof.
Non-Refundable Cases
Where the products are shipped to you from outside the customs territory of your delivery address, you are responsible for customs duties, import taxes, storage fees, and local carrier charges. Where the products are shipped from within the same customs territory, no import formalities arise for you.
Refunds are not issued for:
- Color, texture, or aesthetic preferences
- Interior or studio design compatibility
- Change of mind
- Items without verified defects
- Orders that were delivered or made available for collection but were not collected by the customer.
- Customs duties, taxes, storage fees, or other local carrier charges.
Customers are responsible for monitoring shipment status, arranging collection when required, and paying any applicable customs duties, taxes, storage fees, or local carrier charges.
Refunds, where granted, exclude shipping, handling, insurance, customs duties and storage charges already incurred. Where you provide a VAT number, you warrant that it is valid and belongs to you.VAT charged on the refunded amount is refunded proportionately.
Samples / Test Orders
To avoid discrepancies, customers may order product samples at a wholesale discount prior to placing a full order. To request samples, please email us at wholesale@betterme.world.
This allows review of materials, colors, and overall suitability before confirming a larger purchase.