Returns and refunds
Every piece of clothing is printed to order, one at a time. No warehouse, no surplus, no leftovers. That changes two things for you, and we would rather tell you before you order than after.
First things first: write to us
contact@betterworldmovement.org, with your order number and what happened. Do not send anything back before we reply: most of the time no return is needed, and we will tell you.
We answer every message within 48 hours, Monday to Friday.
If the item is defective, misprinted or the wrong one
You have 30 days from delivery to tell us. We replace it or refund you, your choice, at no cost. You pay nothing and you send nothing back.
This covers a manufacturing defect, a bad print, an item damaged on arrival, the wrong item, the wrong size on our end, or a missing quantity.
If you change your mind
You have 14 days from delivery. We issue store credit for the value of the item, usable whenever you like, on anything.
Why credit and not a refund: your garment was made for you, in your size and your colour. It cannot go back into stock, because there is no stock. The credit is how we avoid leaving you with something you will not wear.
Original shipping costs are not credited.
Unsure about sizing? The size guide gives flat measurements for every model. And if you would rather ask, write to us before you order.
If you order from the European Union or the United Kingdom
The two sections above describe what we offer in Canada. Where you live, the law gives you more, and the law is what applies.
You have 14 days to change your mind, with no reason to give. The period starts the day you receive the parcel.
We refund everything you paid, including standard delivery costs, to your original payment method, within 14 days of receiving your decision. This is not a store credit.
You may have tried the garment on: that is allowed, just as in a shop. If the item comes back visibly worn or damaged, we may withhold the amount corresponding to its loss of value, but your right remains intact.
Return shipping is at your expense.
An email is enough to tell us.
What we need to move fast
Three photos, with your first message:
- the item, with the problem clearly visible
- the packaging
- the shipping label on the parcel
All three matter. That is what our print partner requires to open a case, and without them it takes much longer. Keep the box until everything is settled.
If you no longer have them, write to us anyway. We look at every case, and it does not cost you your right.
Parcel never arrived
Orders ship in 1 to 3 weeks. If that window has passed and nothing has arrived, write to us within 30 days of the expected delivery date. We chase the print partner and either resend your order or refund you.
Cancelling an order
As long as it has not gone into production, we cancel it and refund you in full. Write to us as soon as you can after ordering: production often starts within hours.
Items we cannot take back
For reasons of hygiene and sanitation, these cannot be returned or credited once opened or used:
- toothbrushes and dental floss
- solid deodorant
- razors and blades
- sponges and body brushes
- hair accessories that have been used
They remain replaceable, of course, if they arrive defective or damaged.
We also cannot take back a print-to-order item that has nothing wrong with it: there is nowhere to send it, our print partner does not accept returns. For some everyday objects a physical return is sometimes possible: if so we tell you, and on a defective item we will never ask you to pay to send it back.
How long it takes
A refund goes back to your original payment method. Expect 5 to 10 business days before you see it, depending on your bank. Store credit is issued right away. A replacement goes into production on approval and arrives in 1 to 3 weeks.
Your rights
This policy is in addition to the legal warranty under Quebec's Consumer Protection Act. It does not replace it and does not reduce it. If you live in Quebec and believe your rights have not been respected, the Office de la protection du consommateur can advise you.
Contact us
contact@betterworldmovement.org
BetterWorld, registered in Quebec, NEQ 2281941809
11863 Boul Valcartier, Quebec QC G2A 2M8, Canada
Write to us. Tristan reads and answers.
Tristan, BetterWorld