Returns and Refunds

Faulty goods on delivery

If your goods arrive and are deemed faulty (within 30 days from purchase) straight out of the box please notify Betta’s online customer support team via webfeedback@bsrgroup.com.au or via phone on 1300 423 882. In order to facilitate the replacement of the goods, we will require the following;

  • Proof of purchase (original version of your tax invoice)

Following confirmation by the manufacturer Betta’s online customer support team will arrange replacement goods free of charge.

Faulty goods under warranty

If your goods are faulty whilst under warranty, you may arrange for them to be repaired by an authorised repair agent by contacting the manufacturer directly or by contacting Betta’s online customer support team via webfeedback@bsrgroup.com.au or via phone on 1300 423 882 who will put you in touch with the correct service agent. Repair times can vary by manufacturer and it is best to confirm this directly with the service agent at time of booking your repair.

Damaged goods upon arrival

Upon taking delivery of your goods, we recommend that you thoroughly inspect your goods for any potential damage. Should you notice any damage to your goods within 14 days or taking delivery of your goods, please notify Betta’s online customer support team via webfeedback@bsrgroup.com.au or 1300 423 882. In order to facilitate the exchange or return of the goods, we will require the following;

  • Proof of purchase (original version of your tax invoice)
  • Goods matching the tax invoice in brand new, unopened box (including any bonuses)
  • ID to verify you as the original purchaser
  • Photos of the damage

Once Betta’s online customer support team confirm that the goods were damaged on arrival we will contact you to arrange a replacement unit or a return. In both instances Betta will arrange the  collection and delivery at no charge to you.

Returns - Unopened boxes

We understand that sometimes circumstances change. Therefore within 30 days of your purchase date, you can opt to return a product for a full refund providing that the goods remained unopened, are in the original box and are in brand new condition.

  • A collection fee of $50 or the amount of your delivery fee (if it was greater than $50) will apply.
  • If the product(s) were a special order from the supplier, a 25% order cancellation fee may apply.

In this event please contact  Betta’s online customer support team via webfeedback@bsrgroup.com.au or 1300 423 882.

Returns – opened boxes (unused product)

In the event that you have opened the box, but otherwise the goods remain in brand new condition (not used or installed) a 25% restocking fee (25% of the purchase price of the goods) will apply.

Please contact Betta’s online customer support team via webfeedback@bsrgroup.com.au or 1300 423 882 within 7 days of delivery to arrange for the goods to be picked up.

  • Betta Home Living is not authorised to trade in second hand goods, opened or damaged items, therefore we need to charge a 25% restocking fee to cover the costs associated with such a return.
  • In addition to the returns fee, a collection fee of $50 or the amount of your delivery fee if it was greater than $50 will apply.

Returns, Refunds and collection of product

In the event of a return Betta will coordinate the collection of your goods. Upon receipt of the goods back into a Betta store, they will be inspected by a Betta team member to ensure they meet the guidelines outlined above.

Once complete and confirmed, we will issue a refund by the same method by which the goods were originally purchased. This process may take up to 7 business days to occur.

Where a customer has used a gift card online, we will process a refund equalling the gift card redemption amount via gift card, with additional payment amounts above the amount of the gift card redemption amount being refunded by way of the original payment method.

You must also return any Bonus Offers included with your original purchase in “as new” condition to receive a full refund.  If the Bonus Offer is a non-returnable item, the value of the Bonus Offer will be subtracted from the purchase price of the item being returned and you will be refunded the difference. 

Non-Returnable items

Subject to the Competition and Consumer Act 2010 (the “Act”) non-returnable Items include, but are not limited to:

  • Gift cards;
  • Pre-paid cards such as music, photo, video, or phone cards;
  • Digital content;
  • Consumable items (such as batteries);
  • Items that are damaged or abused;
  • Items where the unique product serial number has been obscured, defaced, removed or does not match records of stock carried by us;
  • Items that are missing included accessories, such as remote controls, cords, and cables;
  • Etched or otherwise personalised items; and
  • Opened computer software, movies, music and video games