Refund policy

 

We want you to love your tote.
If something’s wrong, email us and we’ll sort it out: hello@bettertotes.com.au

Quick version:
 • 14 days to request a return
 • Tote must be unused and unwashed
 • Return shipping is paid by the customer, unless the item is damaged or incorrect
 • Sale items and gift cards can’t be returned
 • Faulty or wrong items? We’ll fix that at our cost
 • Refunds go back to your original payment method

Full legal policy is below.

Returns

You have 14 days from receiving your order to request a return.

To be eligible, your item must be unused, unwashed, in the same condition you received it, with tags attached and in the original packaging. You will need your order number or proof of purchase.

To start a return, contact us at hello@bettertotes.com.au. We will confirm the return and provide instructions. Items sent back without contacting us first will not be accepted.

Return shipping costs

Customers are responsible for the cost of return shipping.

We cover return shipping only if your item arrives damaged, defective, or if we sent the wrong item.

Damaged or incorrect items

Please check your order when it arrives. If something is damaged, faulty or not what you ordered, contact us straight away. We will replace it or refund you once the issue is confirmed.

Non returnable items

We do not accept returns for:
 • Sale items
 • Gift cards
 • Custom or personalised items
 • Used or washed products

If you have questions about a specific item, contact us before returning it.

Exchanges

If you want a different colour, simply return your item following the steps above. Once the return is accepted, you can place a new order for the item you want.

European Union customers

If your order is shipped into the European Union, you have a 14 day cooling off period. You may cancel or return your order within 14 days for any reason. Items must be unused, unwashed, with tags and original packaging. Proof of purchase is required.

Refunds

We will email you once your return is received and inspected. If approved, your refund will be processed to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund.

If 15 business days have passed and your refund has not appeared, contact us at hello@bettertotes.com.au.