Return & Refund Policy
Welcome to Better-ess. Thank you sincerely for choosing us. We ensure that every product undergoes strict quality inspection before shipping to maintain the highest standards.
The following policy outlines our terms regarding returns, refunds, and cancellations for purchases made directly from Better-ess.
1. Order Cancellation
Orders are typically processed and shipped within 1-2 business days. If you need to cancel your order, please contact Better-ess as soon as possible. If the order has not yet shipped, a full refund will be issued within 12 hours.
Note: Orders that have already been dispatched cannot be cancelled.
2. Return Guidelines
For defective batteries
If you receive a product that appears to be faulty, you may choose to send it to our European repair facility for assessment and repair.
Upon receiving the battery, our team will inspect it. If the issue is confirmed to be a manufacturing defect, we will repair and return the item at no additional cost.
Return for refund
If you prefer not to send the item for repair or are otherwise dissatisfied with your purchase, you may request a return. The customer will be responsible for the following:
Refund will be issued only after the returned item is received and inspected.
✔ A 15% restocking fee will be deducted from the refund.
✔ Return shipping costs are the responsibility of the buyer.
✔ Returns must be requested within 30 days of delivery.
✔ Items must be returned in their original packaging.
✔ Payment processing fees are non-refundable and borne by the customer.
✔ Allow 1–2 weeks for the return to be fully processed.
Items on sale or under promotion are not eligible for return under this policy.
To qualify for a return, the item must be in the same condition as received—unused, unmodified, with original tags, packaging, and proof of purchase.
Returns must be made directly to Better-ess. Products purchased via third-party sellers or distributors are not eligible for refunds via our platform.
Returned goods must be unused and well-packed. Any item returned in a used or damaged condition may be denied or subject to a restocking fee. We strongly advise using insured and trackable shipping services, as we are not responsible for items lost or damaged during return transit.
Items returned without prior authorization, or received in an unsatisfactory condition, may be sent back to the customer at their expense. All returned goods will be thoroughly inspected.
We reserve the right to deny returns/exchanges for products that show signs of usage, modification, or damage. Returns must originate from the same country the order was delivered to (e.g., orders delivered to Germany must be returned from Germany).
If the return shipping address differs from the original delivery address and causes additional shipping fees exceeding our original outbound cost, the customer will be liable for the extra charges.
Customized products, sale items, and gift cards are non-refundable.
3. Damaged or Defective Items
If your order arrives damaged or defective, please contact us with supporting photos or videos. These are required for us to verify the issue.
If the customer fails or refuses to provide evidence of the damage or defect, the return will be treated as a standard (non-defective) return, and all associated return shipping fees will be the customer's responsibility.
For minor issues that can be resolved without returning the entire product, we may offer free replacement parts and repair guidance to save time and cost.
Once the return is received and assessed, we will proceed accordingly.
4. Return Shipping Costs
①Better-ess will cover return shipping if the error is ours:
Wrong item shipped
Incorrect shipping address
Duplicate shipment
②For returns due to customer reasons, return shipping is the customer's responsibility. The fee may vary by location.
In such cases, Better-ess will provide a prepaid shipping label and deduct the cost from the final refund.
Please note that if your original order qualified for discounted or free shipping, the actual shipping cost will be deducted from your refund.
5. Return Address
We operate multiple return facilities. Please contact our support team to obtain the correct return address:
📧 Email: service@better-ess.com
6. Refund Process
To initiate a return, contact us at service@better-ess.com. Once your return request is approved, we will send you a return label and detailed instructions.
Items sent back without prior authorization will not be accepted.
We will notify you once your return has been received and reviewed. If approved, the refund will be processed to your original payment method. Please allow additional time for your bank or card provider to complete the refund transaction.
7. Price Protection Policy
At Better-ess, we strive to provide competitive pricing. However, due to market changes or promotions, prices may vary over time.
We do not offer refunds or price adjustments for products purchased before a price drop.
If a customer chooses to return a product due to a price decrease, all return-related shipping and handling costs are their responsibility.
This policy only applies to unused and unopened items. Products that have been opened, used, or damaged will not be accepted for return or exchange based on price differences.
We appreciate your understanding and are here to help if you have questions.
Contact Us
For more information regarding returns, shipping, or policies, please reach out to us:
📧 Email: service@better-ess.com
🕘 Customer Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (CST)
We aim to respond within 24 hours.
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