The items you wish to return need to be sent to us within 30 days from the date you received your parcel. Please keep in mind that any purchases must be returned via mail, which is on the customers fees.
Customers must contact us before each return by email at [email protected] to get an authorization code.
Eligible items will be accepted in our warehouse within the 30 days limit and are refundable in BTR credit, if it has not been damaged, soiled, washed, altered or worn and that all labels and tags are attached.
You must include the packing slip with your return. We encourage you to keep a copy for your records. Please indicate the reason for your return using the Reason Codes located at the top right on the back of the packing slip.
Purchases of items marked “final sale” are final and cannot be returned or exchanged. We reserve the right to designate any other items as non-returnable in our discretion. Any such designation will be noted on each item detail page.
Please be advised that BTR does NOT accept exchanges or returns on the following items:
- Adult toys
- Hair tools & Hair Accessories
- Pet Category Items
- Sale category items
Please note that fabric face masks cannot be returned due to safety and hygienic reasons
However, if you’ve received the wrong product or a defective product, please get in touch with us at [email protected]
What is your satisfaction guaranteed return policy?If you're not satisfied with an item, simply return it in its original condition within 30 days of receiving it and we'll apply a credit to your BTR account for the purchase price, less shipping and handling charges. Credit will be applied once the item has been received and accepted by our Order Processing Center. In order for your credit to be processed promptly, please follow the Return and Exchange Procedure below.
Please note that the satisfaction guarantee policy does not apply to (i) goods that cannot be returned for hygienic reasons (e.g., toiletries, cosmetics, lingerie, some leather goods, swimwear, earrings, duvets, pillows, etc.), (ii) goods that have been made to your specifications or personalized, (iii) goods that have been assembled or installed, (iv) goods that, by their nature, cannot be returned, or are liable to deteriorate or expire rapidly, or (v) goods sold as "clearance" and/or "final sale".
What if any of my items arrived damaged or was short shipped?Should any of your items be delivered to you in a damaged condition or if the number of items doesn't match the bill of lading, you must let us know within 3 days of delivery. Please return any damaged items to our Order Processing Center. Pending its evaluation by our Returns department, we will make arrangements to either ship you an undamaged item at no extra cost to you or issue a full refund as per your original method of payment. For damaged goods, BTR will cover the cost of shipping the item back to us.
What if any of my goods are faulty?If any of your goods are faulty (other than goods that arrive damaged, the return policy for which is described above), you have 10 days to return the goods to us pursuant to the procedure below. Pending its evaluation by our Returns department, we will make arrangements to either ship you a replacement item at no extra cost to you or issue a full refund as per your original method of payment. For faulty goods, BTR will cover the cost of shipping the item back to us.
This return policy does not apply to minor faults or defects, in which case we will repair the good or grant a partial credit to your BTR account for a portion of the purchase price.
Return and exchange procedureIn the RRC column at top right on the front of this Packing Slip, write the Return Reason Code next to the item you’re returning. Return the item in its original packaging, ensuring that all hang tags, boxes, plastic bags, hangers, etc. are with the item.
Important: You must include this Packing Slip with your return—we encourage you to keep a copy for your records. Customers must contact us before each return by email at [email protected] to get an authorization code.
Please use your own return shipping label, we suggest you use a traceable and insured shipping method. Please hand-write on your package, the BTR Returns Centre address:
Canada: 5440 Paré, Mont-Royal, Quebec, H4P 1R3
United States: 12 Nepco Way, Plattsburgh, New York, 12903
It is important that you send us the tracking number at [email protected]
Please note: Our policy is to refuse “collect” packages. If we receive a collect package in error, the collect cost will be deducted from your BTR account credit.
What is a BTR account credit?When a member returns merchandise under the satisfaction guarantee, they receive a BTR account credit that can be applied to future purchases on our Website. The member is credited for the entire cost of the purchase. We do not charge you a handling fee for your returns. Note that if a member returns merchandise because it is damaged on delivery or faulty, Beyond the Rack will refund the purchase price, including shipping and handling, as per your original method of payment. For example, if you paid the purchase price in part with an existing BTR account credit and the rest with a credit or Visa Debit card, the credit or Visa Debit card portion will be refunded to your card, and your BTR account will be credited with the account credit portion.
Can I return clearance or final sale items?Clearance and final sale items final clearance sales are non returnable. Unfortunately, we cannot accept any returns or exchanges on final clearance sales items. These sales will be clearly marked, so that members are aware they are purchasing a no-refund/no-exchange item, unless defective.