Refund policy
The best online shopping experience is when you receive a product that is as expected and fits.
The good news is that most exchanges due to the size either being too big or too small can be avoided if you measure your feet and use our size guide. It is very quick and simple to use and will in most cases lead to you receiving the right size the first time. And if you have any questions about size please e-mail us at info@betterfelt.com.
Refunds and Exchanges
Should the need to return or exchange your products arise, you can do so within 30 days from the day you receive them.
Every year up to Christmas we change our exchange policy as follows - all purchases made after the 15th of November can be exchanged until the 15th of January or 30 days after the the order is received, whichever is later.
Gift cards are non-returnable and non-refundable.
To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. This means that you can unpack the items and see if they are as expected and the slipper fits.
Returns are free and very easy with Collect+.
Please go here to process your return or refund - https://betterfelt.co.uk/a/returns
Once we have received your items we will inspect them to make sure they meet the criteria above.
If you have requested an exchange we will send you the new pair. Betterfelt will pay the shipping cost to send the new pair to you.
If you have requested a refund we will make a refund on your original payment method.
Defective items
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can make it right.
In the unlikely event that you receive a defective product, you will be entitled to one of the following remedies:
- Tier 1: within 30 days of receiving the defective item, you can choose to receive either:
- a repair or replacement; or
- a full refund.
- 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).
- 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 info@betterfelt.com or return the items back to Betterfelt including details where possible of:
- Your Order Number
- Details of the defect
- Whether you would prefer a refund or a repair or replacement
We strongly recommend that you contact us before returning the product so we don't incur unnecessary shipping cost.
Return address
Betterfelt advises that you send items back via registered post. The return address is:
Betterfelt
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 defective, 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 another premium component of delivery.
Right to Cancel
In addition to what is mentioned above, you have a statutory right to cancel your order up to 14 days after receiving your goods. In most cases, you can change your mind and get a full refund. You have the right to cancel this contract within 14 days from delivery without giving any reason. This right does not apply to any customized or personalized goods bought through our website. To exercise this right please contact us via e-mail – info@betterfelt.com - prior to the expiry of the cancellation rights period.
If you cancel this contract, we will reimburse all payments received from you, including the costs of delivery. If you are not returning all the items in your order, the initial delivery cost will not be returned to you.
Betterfelt may make a deduction from any reimbursement for any loss in value as a result of you handling the items beyond what is necessary to establish the nature, characteristics, and functioning of the items.
We will make the reimbursement without undue delay, and not later than 14 days after the day we received back from you any goods supplied.
We will make the reimbursement using the same means of payment as you used for the initial transaction.
How to cancel your order?
You can cancel by sending an email to info@betterfelt.com.
You need to give Betterfelt a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address.
How do I send my items back?
You must return your items by post to the below address no later than 14 days after the day on which you informed Betterfelt that you would like to cancel your order:
Betterfelt
C/O Sussex Transport
Downsview House 91
Marlborough Road
Lancing Business Park
Lancing, West Sussex
BN15 8SU
Any returns are at your own risk. For your protection, Betterfelt recommends that you return your items via registered post.
You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective.
The items need to be in the original packaging. Return postage is at your own cost and risk.
Updated on 31st of January, 2022