Better Than Sox Return and Refund Policy

Returns Policy

 

We want you to love your purchase but recognise that the option to return an unwanted item is important to our customers. 

Our policy including change of mind limits does not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law. 

For any undamaged product simply return it with its included accessories and packaging along with the original receipt (or gift receipt) within 14 days of the date you receive the product, and we will exchange it or offer a refund based upon the original payment method. In addition, please note that products can be returned only in Australia where they were originally purchased. 

Return of an item may be initiated by contacting us by email at hello@betterthansox.com.au or by returning the item to our physical store.  

The item will then be assessed to determine that it is in its original condition and not used, marked or dirty. If an item has been worn, damaged, marked, dirty, washed or altered we have the right to return the item to you without issuing any exchange or credit.   

If an item is assessed and it is faulty we have the right through the NSW Government Department of Fair Trading to repair, replace or refund the item.  We are not bound to exchange but we may exchange at our discretion for change of mind situations.  

The customer will be responsible for any costs associated with sending the item to us if the item is found not to be faulty.   

In addition the customer will be responsible for payment of any shipping charges at equivalent Australia Post commercial rates that may be incurred to ship the exchange item for change of mind.  

If an item is assessed faulty we will reimburse the shipping costs and you will not be charged for shipping the replacement or repaired item.  

You are welcome to exchange your item in store where we will assess the exchange as per our company procedures.  All exchanges must be dealt with within 14 days of your purchase if bought in person OR receipt of your order if purchased online and by notifying us by email. 

  

Change of mind 

If you have changed your mind, we may offer you a refund provided that  

  • the refund is made within 14 days of purchase; and 

  • you are able to provide satisfactory proof of purchase; and 

  • the merchandise is in saleable condition, that is it is unworn or unused with all original sealed packaging or tags attached and the product seal is not broken or tampered; and 

  • the item is not subject to the exclusions listed below. 

  

Excluded change of mind items 

Returns and exchanges will not be provided on the following types of merchandise unless the product fails to meet a consumer guarantee: 

  • Pierced Jewellery 

  • Hosiery 

  • Personal care products (electric toothbrushes, shavers, brushes etc) 

  • Goods designated as CLEARANCE or FINAL SALE. 

  • Items that have a tag that accompanies the product that states no change of mind. 

  

Sales to individuals who we believe to be resellers or bulk purchasers are final sales and the change of mind policy does not apply. 

If you are unable to provide satisfactory Proof of Purchase we are unable to provide you with a change of mind return or exchange. 

To ensure a positive shopping experience for all customers and to prevent fraud, abuse and misuse of this policy, we may refuse to accept items returned for Change of Mind if we identify an unreasonable or excessive return pattern and may also restrict or refuse future transactions from such individuals. 

  

Proof of purchase 

Refunds, exchanges or repair requests must be accompanied by any one of the following Proof of Purchase documents for change of mind:                

  • Original register receipt tax invoice (electronic or photograph will be accepted) 

  • Credit Card receipt or statement. 

  

Return Tender 

Refunds for all purchases will be given using your original payment method.   

Where a credit or debit card was used to make the purchase the cardholder and the same card used for the purchase must also be presented and used for the refund. 
 

Consumer Guarantees 

As a consumer you are entitled to certain guarantees in respect of goods and services purchased from us. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined timeframe. 

Where you believe an item is faulty or defective it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If the item has a major failure you may reject the item and seek a refund or exchange.