Updated January 1, 2020

We are committed to our customer’s satisfaction and we stand behind our products. If not completely satisfied with the order we will refund or exchange it in part or in full under the following conditions;

All return requests must be sent via e-mail to shop@bbtv.com and include the original order number and a description of the reason for the return. Requests must be received within 14 days of order delivery to be eligible for return or exchange.

Product must be unused, unwashed and in the same condition as it was shipped. Refunds will be issued within three business days once the return or exchange has been processed at our facility. All returns and exchanges must be sent to the following address;
BBTV Merch Returns
1205 Melville St.
Vancouver, BC.
V6E 0A6

Packages sent to any location other than the outlined destination will not be eligible for a refund or exchange. Speciality items including subscription boxes and related products may carry limited return privileges, customers are encouraged to contact shop@bbtv.com for details to ensure the order is approved for return. Gift cards, downloadable products, intimates/underwear are non-returnable. Returns received that do not meet these outlined conditions may not be accepted for refund or exchange.

Return Authorization
Once a submitted return has been approved a Returns Authorization Reference may be included within the e-mail notification. This number is to be clearly written on the outside of the returned package for faster processing.

Customers will be notified via e-mail about their return request normally within two business days of the original submission to our support team. Returns received by BBTV without prior authorization notification may not be accepted and the value of the order may not be refunded. Approved refunds will be credited to the original method of payment within three business days of approval. 

Partial Refunds
Partial refunds may be extended under the following cases:
- item(s) not received by customer 30 days after order fulfilled
- item(s) received by BBTV not in its original condition or damaged
- item(s) received by BBTV more than 30 days after approved for return
- additional considerations for partial returns will be made on a case by case basis 

All exchange requests must be submitted to shop@bbtv.com and include the original order number and a description of the reason for the exchange. Exchange requests must be received within 14 days of order delivery to be eligible. Items approved for exchange must be received within 30 days of approval at the below address:
BBTV Merch Returns
1205 Melville St.
Vancouver, BC.
V6E 0A6

Once items are received and approved a new order will be placed by BBTV and fulfilled to the same shipping address as the original order unless otherwise requested. Customers will receive an e-mail notification once the new order is placed.

Items of Differing Value
Exchanges for an item(s) of higher value (apparel items in sizes 2XL and larger) require the original item(s) to be accepted and returned for a refund and a new order be placed by the customer. Exchanges for items of a lesser value (apparel items in sizes XS-XL) will include a partial refund for the difference in value from the original order.

Damages and Defects
Return requests must be sent via e-mail to shop@bbtv.com with the original order number and a minimum of one picture outlining the issue. Requests must be received within 14 days of order delivery to be eligible for return or exchange. 

Lost or Stolen Items 
Orders shown as delivered by the respective carrier that are believed to be lost or stolen between the point of fulfillment and the shipping destination are not the responsibility of BBTV. In cases such as these it is recommended that customers make a formal inquiry with the carrier. In some cases replacement items may be offered with the cost of shipping covered by the customer. 

Undeliverable Orders
Orders unable to be delivered due to inaccurate or incomplete shipping destination will be returned to one of our fulfillment locations and an agent will attempt to confirm the shipping address via the provided e-mail. If no response is received within 3 business days the order will be closed and the contents may be restocked for future use. Refunds for the value of the item(s) only may be offered on a case by case basis. Shipping costs for undeliverable packages will not be refunded.

Out Of Stock Items 
In some cases, stock of a particular item or size may be temporarily unavailable with one of our suppliers. Where an ordered item is temporarily out of stock for more than 21 days a service representative will contact the customer to inquire if the item is still wanted. If not, a full refund for the value of the item will be offered. Shipping refunds will be offered when no other items have been shipped. Partial shipping returns will be considered on a case by case basis.

Shipping Your Return 
Customers are responsible for covering the costs of shipping for all returns and exchanges unless expressly deemed otherwise. Customers are also responsible to use a reliable shipping method when returning items. BBTV is not responsible for packages lost or stolen in transit from customers.

Sale items 
Items purchased at a discounted price will be returned at the sale price. Any items marked as ‘Final Sale’ are not eligible for refund or exchange.

Gift Cards 
All Gift Cards are delivered digitally and are non-refundable.

We currently do not offer store credit against future purchase on any of our stores.

Any additional questions can be sent to shop@bbtv.com.