Refund policy

Last updated: October 9, 2025

Scope: Applies to orders placed on the BetterStock online store and to both B2B and B2C customers (Business Accounts), unless superseded by a written agreement.

1) Eligibility Window & Condition

• Returns are accepted within 14 days of delivery.
• Items must be unopened, unused, and in resalable condition with all original packaging, accessories, and manuals.
• Opened consumables (for example, ink/toner once unsealed) and used items are not eligible unless defective or incorrect.
• Where consumer law provides additional rights, those rights apply and will take precedence where applicable.

2) Restocking Fees

• A 20% restocking fee applies to most eligible returns.
• Up to 30% restocking fee may apply to select hardware/devices (e.g., printers, scanners, label printers, shredders).
• No restocking fee for items that are defective on arrival or incorrectly shipped by BetterStock.

3) Return Shipping

• For customer-initiated returns (e.g., ordered wrong item, no longer needed), return shipping costs are covered by the customer. BetterStock can provide a prepaid label at cost upon request.
• BetterStock will cover return shipping costs for incorrect items or defective products.

4) Non-Returnable Items

• Opened consumables (e.g., opened ink and toner cartridges).
• Software licenses, digital goods, and downloadable content.
• Items marked Final Sale.
• Customized or special-order items (unless defective).
• Items returned beyond the 14-day window (unless required by law).

5) Initiating a Return (RMA Required)

1. Submit a return request by emailing returns@betterstock.ca with your order number, item(s), and reason for return. Include the original invoice and any relevant order details.
2. We will review your request and issue an RMA (Return Merchandise Authorization) number with packing instructions and, if requested, a link to purchase a prepaid return label at cost.
3. Ship your item(s) within 10 calendar days of RMA issuance. Include the RMA number inside the parcel and ensure items are unopened and securely packed.

6) Inspection & Refund Timeline

• Returns are inspected at our receiving warehouse facility upon arrival.
• Once approved, refunds are issued to the original payment method.
• Please allow 5–10 business days after receipt for processing.
• Original outbound shipping charges are non-refundable unless the return is due to a shipping error or a defective product.

7) Exchanges

If you prefer an exchange, initiate an RMA as above. In many cases the fastest path is to place a new order and return the original item for a refund per this policy.

8) Damaged, Defective, or Missing Items

• Report damaged, defective, or missing items within 5 business days of delivery.
• Capture photos of the item and packaging where possible and include them with your report.
• We will arrange a replacement, exchange, or refund and waive any restocking fee for items that arrive damaged, defective, or incorrect.

9) Proof of Purchase & Ownership

All returns require the original order number and the purchaser’s name or email. We may request additional information to verify ownership and condition before authorizing a refund or exchange.

10) Business Accounts (B2B)

Approved business customers may have a personal agreement containing additional or modified terms. Any written agreement with Betterstock supercedes this policy if and where a conflict exists.

11) How Refunds Are Calculated

Your refund equals the purchase price minus any applicable restocking fee and any prepaid return label cost (if you chose one), unless the item was defective or we shipped the incorrect product.

12) Contact

Questions or need help with a return? Email returns@betterstock.ca.