Faulty Product

In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies:

  1. Tier 1: within 30 days of receiving the defective item, you can choose to receive either:
    • a repair or replacement; or
    • a full refund.
  1. Tier 2: if more than 30 days have passed after you received the goods, you can claim a repair or a replacement of the defective item (but not a refund).
  2. Tier 3: if the repair or replacement is not possible, or if it is unsuccessful or cannot be provided to you in a reasonable time, then you can choose to either:
    • keep the defective item and claim a price reduction (the amount of the price reduction will be determined by Betterfelt depending on what is reasonable in the circumstances); or
    • return the defective item and claim a refund (but note that if you have had the goods for more than 6 months, this refund may be reduced to take account of any use you have had from the goods).

If you think you have received a defective item, please contact us by e-mailing to info@betterfelt.com or return the items back to Betterfelt including details where possible of:

  • Your Order Number
  • Details of the fault
  • Whether you would prefer a refund or a repair or replacement 

Returns address

Betterfelt advises that you send items back via registered post. The return address is:


C/O Sussex Transport
Downsview House
91 Marlborough Road
Lancing Business Park
Lancing, West Sussex
BN15 8SU

Betterfelt will examine the returned items and notify you of your refund or repair or replacement via email within a reasonable period of time. 

Betterfelt will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day Betterfelt confirms via e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment.

Where an item is confirmed as faulty, Betterfelt will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. Betterfelt will not refund any Next Day, Express or other premium component of delivery.