BetterBack | Exchange & Return Policy
Returns & Refunds
We want you to be happy and love your BetterBack! If, for whatever reason, you want to return and get a refund on your purchase, here are the details...
Purchases made on our website
Returns // Please complete our return form and return your like new BetterBack(s) in their original packaging (including all printed inserts) within 60 days from the receipt of your shipment. Once your return has been received and inspected, we will issue a refund, less shipping costs and a 15% re-stocking fee.
Refunds // Refunds will be provided in the same way that the initial payment was made (e.g. Visa payments will be refunded directly to your Visa).
Please note that exchanges and returns must be in their original packaging and in re-sellable condition. We also cannot accept a return if your item arrives damaged, or issue a refund if your package is lost, when you ship it back to us.
Purchases made on Indiegogo or Kickstarter
Both returns and refunds are a bit different for items purchased on Kickstarter and Indiegogo. Both websites collect your payment and take a ~10% cut for their platform fee + credit card processing fees. As a result:
Returns // Please complete our return form and return your like new BetterBack(s) in their original packaging (including all printed inserts) within 60 days from the receipt of your shipment. Once your return has been received and inspected, we will issue a refund, less shipping costs and a 25% fee (our standard re-stocking fee + the Kickstarter/Indiegogo platform fee).
Refunds // Refunds will be offered via PayPal only.
Please note that exchanges and returns must be in their original packaging and in re-sellable condition. We also cannot accept a return if your item arrives damaged, or issue a refund if your package is lost, when you ship it back to us.
Order Changes & Cancellations
Because our system automatically processes your order almost immediately after you make your purchase, it is not possible to cancel or change your order before it is fulfilled. If you make an order that you wish to cancel, you can:
A. Refuse the package when it is delivered. Simply write "Refuse: Return to Sender" on your unopened package and give to your postal carrier.
B. Start a return and mail the order back after you have received it.
Customs Duties
BetterBack is not responsible for any customs, duties or import fees associated with receiving your order.
Defects
We are obsessed with quality, and we put BetterBack through two quality assurance processes. If you receive a product that is defective, please, please email support@getbetterback.com with pictures of the product defect, so that we can take care of you! In most circumstances, we will exchange the defective item for a brand new one.
Note: if the defect was caused by improper use or care, it will not be considered a manufacturer defect, and we will not be able to replace your BetterBack or offer you a refund.
Shipping Damage
In the SUPER rare circumstance that you receive a damaged package, please email support@getbetterback.com within 7 days of receiving your package and be sure to hold on to the original packaging (which becomes part of the claim process with the postal carriers).
Lost or Late Packages
You should receive your BetterBack package:
- Within 7 business days in the US
- Within 7 business days in the UK
- 21 business days internationally — with the caveat that customs processing times vary dramatically and are extra long at the moment due to heightened global security.
If you have been waiting patiently and it’s been longer than the timelines listed above, please be sure to email us at support@getbetterback.com to make a lost package claim within 20 days for US orders and 28 days for international orders.
Item Undeliverable/Returned to Sender
BetterBack cannot be held responsible for undeliverable or carrier-returned packages. If, for any reason, a postal carrier is unable to successfully deliver an item to the address provided and/or your BetterBack is returned to sender, you will be responsible for reshipment postage fees.
- If a package is returned to sender and you decide not to have us reship the package, we will issue a refund for the item, less a 15% restocking fee.
- Original shipping costs will not be refunded.