Returns and Exchange Policy for The Better Hour Company

Effective Date: [20.02.2026]

Last Updated: [12.06.2026]

1. Faulty or Incorrect Items

If your item arrives damaged, faulty, or is not what you ordered:

• For major failures: You may choose a full refund, replacement, or to keep the item with compensation for the drop in value .
• For minor failure: We will repair or replace the item at our cost within a reasonable time. If we cannot fix it promptly.

What qualifies as a fault or failure?

• The product is unsafe, has a defect, or doesn't perform as expected .
• The product does not match the description or photo on our website .
• You received the wrong item or size due to our error.

You are required to notify us within 7 days of product delivery.

2. Change of Mind Returns

If you simply change your mind, find the fit uncomfortable, or decide you don't like the product, please contact us to discuss your requirements. We can offer a 14-day change of mind policy (aligning with our "risk-free" statement).

Conditions for Change of Mind Returns:

• You must request the return no later than 14 days of receiving your order.
• The item must be not be damaged, washed or in poor form. Our fabric is delicate, any scratches or pulls will not be accepted. You will be required to provide high-resolution photos or video prior to approval of return.
• The item must be returned in its original packaging including the TriSense original rigid box. The box must be free from damages or dirt.
• Return postage is not covered by us.

What you get:

• A refund to your original payment method (excluding original shipping fees) .
• Or an exchange for a different item/size (shipping fees for the exchange may apply).

3. Return Shipping Costs

Who pays for return postage depends on why you are returning the item .

 

Note: If you return a faulty item without contacting us first, we will not be able to reimburse your shipping costs.

4. How to Return an Item (Step-by-Step)

To ensure your return is processed quickly, please follow these steps:

1. Contact us first: Email hello@betterhour.com.au with your order number and a brief reason for the return. For faulty items, please include a photo or video of the issue.
2. Wait for approval: We will respond within 1-2 business days with either a prepaid return label (for faults) or our shipping address (for change of mind).
3. Pack your item securely: Place the item in its original packaging or a similar sturdy box/bag. Include a note with your order number.
4. Send it back: For change of mind returns, you may use your preferred courier (e.g., Australia Post, Sendle). We recommend obtaining proof of postage.

5. Refunds and Processing Times

Processing time: Once we receive your return, please allow 3-5 business days to inspect and process your refund or exchange.

Refund method: Refunds will be issued to the original payment method (credit card, PayPal, Afterpay, etc.).

Timing for your bank: Depending on your financial institution, refunds may take an additional 2-5 business days to appear in your account.

Original shipping fees: These are non-refundable for change of mind returns but will be refunded if the return is due to our error or a faulty product 

Have a question about your return? We’re here to help.

Email: hello@betterhour.com.au or use our contact form.

6. Changes to this policy

We may update this policy from time to time. The latest version will always be posted on this page with an updated "Last Updated" date. We encourage you to review it periodically.