Updated April 4, 2018
We stand behind our products to ensure 100% customer satisfaction. In the event you are not satisfied with your order we offer full/partial refunds or exchanges under the following terms;
All return requests must be submitted via email to email@example.com with the reason for the return or exchange, the original order number and at least one picture of the item outlining the issue. Return requests must be received within 14 days of order delivery to be eligible for return.
- Product must be unused, unwashed and in the same condition as it was shipped
- Returns received that are not in brand new, unworn condition will not be accepted for refund or exchange
- Items must be returned to us in the same packaging
- Refunds will be issued within three business days once we have received the item(s)
- Items sent to the point of manufacturing will not be eligible for a refund
- Gift cards, downloadable products, intimates/underwear are non-returnable
We will send notification via e-mail that the returned item(s) has/has not been approved for a refund. If the order is acceptable for a refund the credit will be applied to the original method of payment within three business days. Refunds may take up to 48 hours to show on original payment method.
In certain cases partial refunds will be extended;
- Item(s) not received by customer more than 30 days after order
- 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
Inquiries regarding delays in receiving a refund should be sent to firstname.lastname@example.org.
Discounted items will be returned at the sale price. Any items marked as ‘Final Sale’ are not eligible for refund or exchange.
All exchange requests must be submitted to email@example.com with the original order number in the e-mail. Exchange requests must be received within 14 days of order delivery to be eligible. Items approved for exchange are to be received by BBTV within 30 days of exchange request. Items are to be delivered to BBTV Merch Returns: 1205 Melville St, Vancouver, BC V6E 0A6 Canada. Once processed and approved for exchange customers will receive order notification for the new item(s).
In cases where unwanted item(s) are purchased as a gift we will exchange the item(s) as per our exchange policy or issue a gift card for the value of the returned item(s). All gift returns must be submitted to firstname.lastname@example.org with the original order number in the e-mail. Gift return requests must be received within 30 days of order delivery to be eligible to receive a gift card. The gift card will be issued once the item is received by BBTV Merch Returns: 1205 Melville St, Vancouver, BC V6E 0A6 Canada. Gift cards are delivered electronically and good for one time use with no expiry date.
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. We are not responsible for packages lost or stolen in transit from customers.
Lost or Stolen Items
BBTV is not responsible for items lost or stolen while in transit from our points of fulfillment. If item(s) that are shown as delivered by the respective carrier are believed to be lost or stolen between the point of fulfillment and the shipping destination we will work with the customer directly and provide support with their local post office. In some cases a replacement item may be sent with cost of shipping covered by the customer.
If an order cannot reach a customer due to inaccurate or unreachable shipping destination one of our agents will attempt to confirm the shipping address via e-mail with the customer. If no response is received within 14 days the order will automatically be dispatched to the original shipping address. If the order is returned to our fulfillment centre for a second time it will be held until such a time when the customer can provide a revised shipping destination. Refunds may be requested for the value of the item(s) only. We do not refund shipping costs for undeliverable packages.