Refund policy
RETURNS & REFUND POLICY
At BEFORETHEFALL, we carefully inspect our products before they are sent to you. We want you to be happy with your purchase, but please read the following policy carefully before ordering.
1. PRE-ORDER ITEMS
Pre-order items are not eligible for cancellation, return or refund simply because you have changed your mind or no longer want the item.
Pre-order items are produced and/or ordered specifically in response to customer demand, and orders may therefore be committed to production or fulfilment before the product is dispatched.
If a pre-order item arrives faulty, damaged or defective, please contact us within 14 days of receiving the item at:
Where a pre-order item is confirmed to be faulty or defective, we will offer either:
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an exchange/replacement, where available; or
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a refund once the item has been returned to us.
Nothing in this policy affects your statutory rights as a consumer.
2. RETURNS FOR WRONG SIZE OR FAULTY ITEMS
If you have received an item in the wrong size due to an error on our part, or if the item is faulty or defective, you may contact us within 14 days of receipt.
The item must be returned in its original condition and must be suitable for resale where the return relates to a size issue rather than a fault.
Once we have received and inspected the returned item, you may be entitled to either:
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an exchange, subject to availability; or
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a refund.
Where an item is confirmed to be faulty or we have sent you the wrong item or size, we will provide an appropriate remedy in accordance with your statutory rights.
3. CHANGE OF MIND
We generally do not offer refunds simply because you do not like the item, have changed your mind, or no longer want the product, except where you have a statutory right to cancel or otherwise receive a refund.
We strongly recommend checking the product description, measurements and sizing information carefully before placing your order.
This does not affect any statutory rights you may have under UK consumer law.
4. CONDITION OF RETURNED ITEMS
Returned items must be in their original condition.
Items that appear to have been worn, washed, damaged, altered or otherwise used beyond what is reasonably necessary to inspect the item may not be eligible for a refund or exchange where the law permits us to refuse or reduce the remedy.
Items should be returned with their original tags and packaging where reasonably possible.
5. HOW TO REQUEST A RETURN
To request a return, contact us at:
Please include:
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your order number;
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the item you are returning;
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the reason for the return; and
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photographs where the item is faulty or damaged.
We will provide you with the relevant return instructions.
Where we are responsible for the issue with your order, such as sending the wrong item or providing a faulty product, we will provide appropriate return arrangements.
6. RETURN SHIPPING
Where an item is being returned because it is faulty, defective or incorrect, we will cover reasonable return shipping costs where required by law.
For any return that is permitted under our policy but is not due to an error or fault on our part, you may be responsible for the cost of returning the item.
7. REFUNDS
Where a refund is approved, it will be issued using the original payment method where possible.
Refunds will be processed once the returned item has been received and inspected, or where otherwise required by applicable law.
Original postage and packaging costs may not be refundable where you have selected an upgraded or premium delivery service, except where required by law.
8. EXCHANGES
Where an exchange is approved, the replacement item will be sent subject to availability.
If the requested replacement is unavailable, we may offer an alternative solution, including a refund where applicable.
9. RETURNING YOUR ITEM
To ensure a smooth return process, please package your item securely to prevent damage during shipping.
Please include your order number or a note identifying the order inside the package so that we can correctly identify and process your return.
BEFORETHEFALL cannot be responsible for items lost or damaged during return shipping where you have arranged the return yourself, so we recommend using a tracked delivery service and keeping your proof of postage.
10. CONTACT
For all return and refund enquiries, please contact:
BEFORETHEFALL
BTF Corp Ltd
Email: info@beforethefall.uk
Website: beforethefall.uk
This policy is in addition to, and does not affect, your statutory rights as a consumer.