Knowledge base | BetterBack Support

Returns & Refunds

We want you to be happy and love your BetterBack! If, for whatever reason, you want to return and get a refund on your purchase, here are the details...

Purchases made on our website

Returns: Please complete our return form and return your like new BetterBack(s) in their original packaging (including all printed inserts) within 30 days from the receipt of your shipment. Once your return has been received and inspected, we will issue a refund, less shipping costs and a 15% re-stocking fee. 

Refunds: Refunds will be provided in the same way that the initial payment was made (e.g. Visa payments will be refunded directly to your Visa).

Please note that exchanges and returns must be in their original packaging and in re-sellable condition. We also cannot accept a return if your item arrives damaged, or issue a refund if your package is lost, when you ship it back to us.   

Purchases made on Indiegogo or Kickstarter

Both returns and refunds are a bit different for items purchased on Kickstarter and Indiegogo. Both websites collect your payment and take a ~10% cut for their platform fee + credit card processing fees. As a result:

Returns: Please complete our return form and return your like new BetterBack(s) in their original packaging (including all printed inserts) within 30 days from the receipt of your shipment. Once your return has been received and inspected, we will issue a refund, less shipping costs and a 25% fee (our standard re-stocking fee + the Kickstarter/Indiegogo platform fee).

Refunds:  Refunds will be offered via PayPal only. 

Please note that exchanges and returns must be in their original packaging and in re-sellable condition. We also cannot accept a return if your item arrives damaged, or issue a refund if your package is lost, when you ship it back to us.