Refund & exchange policy

01Returns on unopened boxes

If your box is unopened and in its original condition, you can return it within 14 days of delivery for a full refund. Just contact us with your order number and we'll arrange the return with you.

02Opened boxes

For hygiene reasons, opened or used boxes can't be returned for a refund — unless the product itself was damaged, defective or not what you ordered (see below).

03Damaged, defective or wrong items

• Contact us within 48 hours of delivery, ideally with a photo of the issue.
• We'll ship you a replacement at no extra cost, or refund the item in full — your choice.
• You don't need to ship the damaged item back unless we ask you to.

04Refund timing

Once your return is approved, refunds are issued to your original payment method within 5–7 business days. Cash-on-delivery orders are refunded by bank transfer or mobile wallet — we'll confirm the details with you when processing.

05Order cancellations

Need to cancel? Reach out as soon as possible. Orders can be cancelled free of charge any time before they're handed to the courier. Once an order is out for delivery, use the return process instead.

06How to start a return or exchange

Email Support@bttr.com or call 0114 4438065 with your order number and what went wrong. We'll take it from there.