Refund policy

BTTR DYZ Returns Policy

We make each BTTR DYZ item to order. That helps us keep drops tight and reduce waste, but it also means returns work a little differently to a standard retail store.

What we will fix (faults and errors)

If your item arrives with a manufacturing fault, damage, or a print defect, we’ll offer a replacement or refund (depending on the issue and stock availability).

Please contact us within 14 days of receiving your order.

Examples of issues we cover:

  • Misprint or significant print defect

  • Damaged item on arrival

  • Wrong item received

  • Clear manufacturing fault

What we do not accept (change of mind)

Because each item is made to order, we do not offer returns or exchanges for:

  • Change of mind

  • Ordering the wrong size

  • Preferences around colour, feel, or fit once worn

  • Delays caused by shipping carriers after dispatch

  • Artwork issues on customer-supplied or customer-approved designs (if applicable)

Size and print tolerances (what counts as “faulty”)

Apparel production has small tolerances. These are considered normal and are not faults:

  • Garment measurements: may vary by up to +/- 2.5 cm

  • Print placement and dimensions: may vary by up to +/- 2–3 cm

If your item falls outside these tolerances, we’ll treat it as a fault and make it right.

Condition requirements

To be eligible for a return assessment:

  • Items must be unused, unwashed and in original condition

  • Items with noticeable wear, odour, stains, or washing are not eligible

How to request a return (simple process)

Email us at [your support email] with:

  1. Full name

  2. Order number

  3. What item(s) the issue relates to

  4. A short description of the problem

  5. Clear photos showing:

    • the full item

    • close-ups of the fault or print issue

    • the size label (if relevant)

We’ll review your request and reply with the next steps.

Return approval and timeframes

If your return is approved:

  • We’ll provide return instructions (and any required return authorisation)

  • Items must be sent back within 14 days of approval

  • Once received, please allow up to 5 business days for assessment and processing

Return shipping costs

  • If the item is confirmed as faulty, damaged, or incorrect, we’ll cover return shipping or reimburse reasonable return postage (based on what we agree in writing first).

  • If the item is not confirmed as faulty, return shipping costs are the customer’s responsibility.

Refunds

Approved refunds are issued back to the original payment method. Shipping fees are not usually refundable, but if the issue is due to a fault or error on our end we’ll handle it fairly.

Lost or damaged parcels in transit

Once an order is dispatched, delivery is handled by the courier. If your parcel is delayed, lost, or arrives damaged:

  • Contact us and we’ll help you lodge an enquiry with the carrier and provide any documents you need.

  • Carrier investigations can take time. If the parcel is confirmed lost or arrives damaged, we’ll work with you on a fair outcome.

Australian Consumer Law

This policy operates alongside your rights under Australian Consumer Law. You are entitled to a repair, replacement, or refund for major failures, and compensation for other reasonably foreseeable loss or damage.