Refund policy

Last updated: January 10 2026

1. Subscription & Recurring Orders

By signing up for a subscription, you acknowledge and agree to recurring charges.

  • Initial Order: Our standard 30-day Change of Mind policy applies to the very first order of a subscription starting a new membership.

  • Subsequent Reorders (1st Reorder onwards): Change of Mind returns and refunds are not available for the first reorder or any subsequent automated recurring orders.

  • Management: It is the customer's responsibility to manage, pause, or cancel their subscription via the customer portal at least 48 hours prior to the next scheduled billing date. Once a reorder has been processed and charged, it is ineligible for a Change of Mind refund.

2. Change of Mind Returns

We accept returns for change of mind on one-time purchases and initial subscription orders only. You may request a return within 30 days of receiving your order, provided that:

  • The item is unopened, unused, unworn, and in its original, saleable condition.

  • All original packaging, seals, tags, and accessories remain intact.

  • The item is not listed under "Non-Returnable Items" (Section 7).

For approved change of mind returns:

  • A 30% restocking fee will be deducted from your refund to cover international fulfillment, inspection, and administrative handling.

  • Return shipping costs are the sole responsibility of the customer.

  • Original shipping fees are non-refundable.

3. How to Request a Return

To initiate a return, submit a request via our Contact Form within 30 days of delivery. Please include:

  1. Your Order Number (e.g., #VER1234)

  2. The specific reason for the return.

  3. Clear photos of the product and packaging to confirm its "original condition."

Note: Returns sent to our facility without prior written approval will not be accepted or refunded.

4. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or not as described, please notify us at btnholdings.au@gmail.com within 7 days of delivery.

In line with Australian Consumer Law (ACL), you are entitled to a refund, replacement, or repair for products that:

  • Have a major failure or are defective.

  • Are significantly different from the description or sample shown.

  • Are not fit for their intended purpose.

We may require photographic evidence or the return of the item for inspection before a remedy is provided.

5. Refunds

Once your return is received and inspected (usually within 5 business days):

  • Refunds will be issued to the original payment method.

  • Refund processing times vary by bank (typically 5–10 business days).

  • We do not offer store credits or manual exchanges.

6. Shipping & Delivery

  • Return Shipping: We strictly recommend using a trackable shipping service. We are not responsible for return parcels lost in transit.

  • International Fulfillment: Our products ship internationally. Estimated delivery is 8–12 business days, excluding processing. These are estimates; delays caused by customs or carrier issues are outside our control and do not entitle the customer to a "Change of Mind" refund outside the 30-day window.

7. Non-Returnable Items

Unless required by law (e.g., a major fault), the following are ineligible for return:

  • Items with broken hygiene seals or signs of use.

  • All subscription reorders (as per Section 1).

  • Items returned without original packaging.

  • Requests made outside the 30-day window.

8. Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Competition and Consumer Act 2010. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures, you are entitled to a replacement or refund. For minor failures, we may choose to repair or replace the item.

Contact Us

📧 btnholdings.au@gmail.com