Return & Exchange Policy

Last updated: 2024

Our Returns & Exchanges Policy

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are happy to offer returns and exchanges on most items within 30 days of the delivery date, provided the items are unworn, unused, and returned in their original condition with all tags and packaging intact.

We understand that sometimes a product doesn't fit as expected, or the colour or material feels different in person than it appeared online. That is why we've built a straightforward return and exchange process — so you can shop with confidence and send things back when they don't work out.

Items Eligible for Return

The following items are eligible for return, subject to the conditions outlined above:

Regular-priced apparel, outerwear, and accessories returned within 30 days of delivery in original, unworn condition
Workshop tools and storage items that arrive damaged or defective (please see Defective & Damaged Items below)
Footwear returned in unworn condition with the original insole and shoe box intact
Books, prints, and paper goods returned in unread, unmarked condition
Gifted items returned by the original purchaser with a valid order number or proof of purchase

Items Not Eligible for Return

For the safety and hygiene of our community, the following items cannot be returned or exchanged once opened or used:

Underwear, socks, and base-layer garments that have been tried on or worn next to the skin
Leather goods and footwear that show signs of wear, scuffing, or sole use
Items that have been altered, washed, or otherwise modified from their original state
Food, drink, and personal-care products, including soaps, balms, and waxes
Final-sale and discounted products clearly marked as such at the time of purchase
Items purchased from third-party retailers or resellers — please contact the original place of purchase
Products that have been exposed to chemicals, fire, water, or other environmental damage

Return Process

To initiate a return, please contact us by email at build@betrotradehub.online with your order number and the item(s) you wish to return. We will respond within 2 business days with a return authorisation and instructions for shipping the item back to us.

When sending your return, please:

Include all original packaging, tags, and accessories that arrived with the item
Pack items securely to prevent damage in transit — we recommend using the original box or a padded mailer
Obtain a tracking number and retain your proof of postage until your refund has been processed
Send returns to:Address: Betrotradehub Inc., PO Box 13, Bovina Center NY 13740

Please note that return shipping costs are the responsibility of the customer unless the return is due to our error or the item arrived damaged or defective.

Refunds

Once we receive and inspect your return, we will notify you by email of the approval or rejection of your refund. Approved refunds are processed to your original payment method within 5–7 business days of the inspection date.

Please note that it may take an additional 2–5 business days for the refund to appear on your statement, depending on your bank or card issuer. We are not responsible for delays caused by financial institutions.

If your refund has not appeared after 10 business days, please contact us and we will work with our payment processor to investigate.

Exchanges

We offer size and colour exchanges on eligible items. To request an exchange, email us at build@betrotradehub.online with your order number, the item you are returning, and the new size or colour you would like.

Exchanges are subject to availability. If the item you want is not currently in stock, we will offer a refund or place you on a priority waitlist. Exchanges are processed once the original item has been received and inspected by our team.

Defective & Damaged Items

If your item arrived damaged, defective, or is significantly not as described, please contact us within 7 days of receiving your order with photographs of the damage and your order number.

We will cover the cost of return shipping for defective or damaged items and will arrange a replacement or full refund as quickly as possible. We take pride in the quality of our products and want to make sure every item you receive meets the standard you expect from Betrotradehub.

Late or Missing Refunds

Before contacting us about a missing refund, please check your bank account and credit card statement again, as some institutions process refunds on a different schedule.

If you have waited 10 business days and still do not see your refund, please contact your bank or card issuer directly — we have seen delays on the card-issuer side more often than on our end. If the issue persists after checking with your financial institution, email us at build@betrotradehub.online and we will investigate promptly.

Sale & Discounted Items

Returns on discounted products are final unless otherwise stated. Sale items and promotional offers may have different return terms, which will be clearly stated at the time of purchase. Please review any promotional terms before completing your order.

Items purchased using a discount code or during a site-wide sale that included a discount are eligible for exchange but not for refund of the difference if the item later goes on further sale.

International Returns

We accept international returns, but please be aware that return shipping costs, customs duties, and import taxes are the sole responsibility of the customer. We recommend using a tracked, insured shipping service when sending items back from outside the United States.

Customs forms should be marked as "Returned Goods" to avoid any additional duties being charged to us upon re-entry. We are not responsible for packages lost or seized in transit.

Gift Returns

If you received an item as a gift and would like to return or exchange it, please provide the order number or the name and email address of the person who placed the original order. We will be happy to assist with an exchange or issue a gift card for the value of the item.

Changes to This Policy

We reserve the right to modify this Return & Exchange Policy at any time. Changes will take effect immediately upon posting to the site. Your continued use of our Services after any changes constitutes acceptance of the updated policy.

Contact Us

Should you have any questions about our return and exchange process, or if you would like to initiate a return or exchange, please contact us:

Email: build@betrotradehub.online
MALAHON CENTRE, 10 STANLEY STREET, CENTRAL AND WESTERN DISTRICT, HONG KONG

For information about shipping timelines, carriers, and costs, please also review our Shipping Policies.