This Return Policy outlines the guidelines and procedures for returning or exchanging products.
General Conditions for Return/Exchanges
All returned items must be in their original condition: unused, unaltered, and in the same condition in which they were received. The original packaging should be intact (exclusion for damage during transit which is covered under the Defective or Damaged Products section).
Products damaged in Transit must have a signed POD noting that damage. Otherwise, we will not be able to honor the return request.
Proof of purchase is required for all returns.
For Standard Returns (Standard Return is defined as returns not due to any product performance issues or damage during transit) are subject to 20% Re-Stocking Fees.
Exception to General Conditions:
Items purchased at a promotional specialty price or arrangement are not eligible for return or refund.
Items that have expired or are within 3 months of expiry are not eligible for return or refund.
Our return policy is eligible for 15 days from the time the customer receives the products. If return claims are filed beyond the 15-day cutoff after receiving the products, unfortunately, we will not be able to honor the return request.
Defective or Damaged Products
In the event that the product you received is defective or damaged during transit; please contact our customer support team at [email protected] immediately & ensure that the POD clearly states that the damage is due to in-transit handling.
Better Earth may request additional supporting resources in the form of photographs &/or detailed descriptions of the damage/deficit.
Once internally verified, we will provide follow-up instructions on whether to return the item or discard it, as well as steps involved in processing a credit memo.
Any item not in its original condition, damaged or missing parts for reasons not due to our error may be eligible for only a partial refund which will be evaluated on a case-by-case basis.
Item return requests made more than 15 days after delivery may also be subject to a partial refund..
Contact our customer support team at [email protected] & cc your Better Earth Sales Rep.
Please provide the reasonings for the return/refund request including but not limited to
Reason for Return/Exchange
POD (if applicable)
Images (if applicable)
Our Customer Support team will guide you through the follow-up process & if applicable generate a Return Authorization Number (RMA).
Please clearly mark that RMA Number on the Shipment & ship the item back to the address provided by the Customer Support team at your expense.
Once we receive the returned item, our team will inspect it for eligibility & issue a credit memo for the relevant amount accordingly.
If a customer needs to exchange an item for a different one, please contact us at [email protected] .
If the Exchange request resulted from no error on Better Earth`s end; then given the original items are unused, unaltered & in the same condition in which they were received, the customer can exchange the item as long as they cover the expense of returning the original item.
Customer is responsible for covering the shipping costs for returning/exchanging items unless the product is defective/damaged or the request is generated due to an error on Better Earth`s end.
Original shipping costs are non-refundable.
Better Earth recommends using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive the returned items.
For eligible return requests, we offer a refund in the form of a Credit Memo.
Changes in Return Policy
Better Earth reserves the right to modify or update this return policy at any time without prior notice.
For any questions or concerns related to your refund, please contact us at [email protected] or directly reach out to your local Better Earth Sale Rep.
Let us know how our Better Earth team can further help you. We look forward to hearing from you!