Refund Policy

Refunds & Returns

At Better Built, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order, provided the item meets the conditions outlined below.

This policy is intended to comply with the Consumer Protection Act 68 of 2008 (South Africa). Nothing in this policy limits or excludes any rights you may have under applicable South African consumer protection laws.

Change of Mind Returns

We accept returns within 14 days of delivery for items that are no longer wanted, provided they:

• Are unused, unworn, and in their original condition.

• Are returned in their original packaging with all included accessories.

• Show no signs of damage, misuse, alteration, or excessive handling.

Once the returned item has been inspected and approved, your refund will be processed to your original payment method.

Please note that the original shipping charges (where applicable) are non-refundable unless required by law.

Defective or Damaged Items

If you receive an item that is defective, damaged, or faulty upon delivery, please contact us as soon as reasonably possible.

To help us assess the issue quickly, please provide:

• Your order number

• A description of the issue

• Clear supporting images showing the defect or damage

Where appropriate, Better Built will arrange courier collection of the item at no cost to you.

Once the item has been received, our team will inspect it. The inspection process, including courier collection and assessment, typically takes 7–10 business days.

If the inspection confirms that the item is defective, damaged before delivery, or otherwise does not meet acceptable quality standards, we will provide an appropriate remedy in accordance with the Consumer Protection Act. Depending on the circumstances, this may include a:

• Replacement

• Refund

If a replacement is issued, please note that delivery of the replacement item may take the same timeframe as a standard order placed on our website, depending on stock availability and courier delivery times.

Refunds approved after inspection will be processed to your original payment method. Please allow 2–3 business days for the refund to be processed, although the time taken for the funds to reflect may vary depending on your bank or payment provider.

If the inspection determines that the product is not defective and that the issue resulted from misuse, accidental damage, improper care, or unauthorised alterations, the return may not qualify for a refund. In such cases, the customer may be responsible for the reasonable courier and return shipping costs.

Incorrect Items

If you receive an incorrect item, please contact us within 7 days of delivery. We will arrange collection of the incorrect item and send the correct product at no additional cost to you.

If a replacement is required, delivery will follow standard shipping timeframes as per a normal order placed on our website.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they are defective or incorrectly supplied:

• Used towels

• Used drink bottles

• Any product that has been used, washed, damaged, altered, or is not in its original condition

Return Shipping

For approved defective, damaged, or incorrectly supplied products, Better Built will arrange and cover the cost of return courier collection.

For approved change-of-mind returns, customers are responsible for the cost of returning the item unless otherwise required by law.

How to Start a Return

To request a return, please contact us through our Contact Us page and include:

• Your order number

• The reason for your return

• Supporting images (where applicable)

Our team will guide you through the return process and provide further instructions.

Thank you for choosing Better Built. We appreciate your support and are committed to providing quality products and excellent customer service.