At The Better Collection, we want you to Enjoy BETTER™. We genuinely care about our customers and want you to be happy with your purchase. Our Delivery & Returns Policy explains how we handle delivery, our First Pair Happiness Guarantee, change-of-mind returns, exchanges and faulty or damaged products.
DELIVERY
We currently ship throughout Australia and New Zealand.
Shipping Costs
Australia
- $9.95 AUD flat-rate standard shipping for orders under $120 AUD.
- Free standard shipping for orders of $120 AUD or more.
New Zealand
- $14.95 NZD flat-rate standard shipping for orders under $120 NZD.
- Free standard shipping for orders of $120 NZD or more.
Only one shipping fee applies per order, regardless of the number of items purchased.
Express shipping is not currently available.
Dispatch & Delivery
Our aim is to dispatch your order within 1–2 business days of placing your order, Monday to Friday.
Pre-order products will be dispatched approximately 2 business days after the product arrives at our warehouse.
We use Australia Post and tracking is provided on all orders.
Estimated delivery times are:
- Australia: 2–8 business days
- New Zealand: 10–14 business days
Delivery times are estimates only and may vary depending on your location, Australia Post and circumstances outside our control.
If your order has not arrived within the expected delivery timeframe, please contact us at hello@thebettercollection.com.au and we'll be happy to assist.
RETURNS POLICY
We want you to love your The Better Collection products. If you're not happy with your purchase, we definitely want to know about it.
Our returns policy includes our First Pair Happiness Guarantee, change-of-mind returns and exchanges.
FIRST PAIR HAPPINESS GUARANTEE
We genuinely care about our customers, which is why we offer our First Pair Happiness Guarantee on your first pair of Hybrid Undies™ purchased directly from The Better Collection.
If you try your first pair of Hybrid Undies™ and decide they're not right for you, we'll provide you with a refund for the returned product.
How the First Pair Happiness Guarantee works
- The guarantee applies to your first pair of Hybrid Undies™ purchased directly from The Better Collection.
- You must contact us within 30 days of receiving your order.
- You may open and try on one pair of Hybrid Undies™.
- If you purchased multiple pairs in the same order, you may return the pair you tried together with any additional pairs, provided those additional pairs remain unopened, unworn and unwashed, with their original packaging and tags intact.
- Only one pair from the order may be opened and tried under the First Pair Happiness Guarantee.
- The First Pair Happiness Guarantee may only be claimed once per customer.
- The guarantee is intended for genuine personal use and cannot be used for multiple purchases or repeated claims.
- Shipping costs are non-refundable under the First Pair Happiness Guarantee.
- The guarantee does not apply to purchases made through third-party marketplaces, including eBay.
To claim your First Pair Happiness Guarantee, please email us at hello@thebettercollection.com.au with your order number and details of your return.
The First Pair Happiness Guarantee is a voluntary guarantee offered by The Better Collection in addition to your rights under the Australian Consumer Law.
CHANGE-OF-MIND RETURNS
If you change your mind about a purchase, we can offer a refund provided that you contact us within 30 days of receiving your order and the products meet our return conditions.
For hygiene reasons, returned underwear must be:
- Unopened
- Unworn
- Unwashed
- In the same condition in which it was purchased
- In its original packaging
- With all original tags intact
We cannot accept change-of-mind returns where underwear has been opened, worn or washed, except where the product qualifies for our First Pair Happiness Guarantee.
For change-of-mind returns, the customer is responsible for the cost of return postage.
Shipping costs are non-refundable for change-of-mind returns.
Sale Items
Sale items are not eligible for change-of-mind refunds or exchanges unless otherwise stated at the time of purchase.
This does not affect your rights under the Australian Consumer Law. If a sale item is faulty, damaged, not as described, not fit for purpose or otherwise covered by the consumer guarantees, please contact us so we can provide the appropriate remedy.
EXCHANGES
We can offer an exchange for a different size or colour provided that:
- You contact us within 30 days of receiving your order.
- The product is unopened, unworn and unwashed.
- The product remains in its original condition.
- Original packaging and tags are intact.
For hygiene reasons, we cannot accept opened, worn or washed underwear for change-of-mind exchanges.
Exchanges are subject to stock availability.
The customer is responsible for the cost of return postage for a change-of-mind exchange. We will cover the cost of sending the replacement item back to you.
If your requested size or colour is unavailable, we can offer a refund where the product meets our change-of-mind return conditions.
FAULTY, DAMAGED, INCORRECT OR NOT-AS-DESCRIBED PRODUCTS
If your product arrives faulty or damaged, you receive the wrong product, or the product is not as described, please contact us at hello@thebettercollection.com.au as soon as possible.
Please provide your order number and, where relevant, photographs of the issue so we can assess the problem and resolve it as quickly as possible.
Where a product is faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with the Australian Consumer Law.
Where a return is required for one of these reasons, The Better Collection will cover the reasonable cost of return postage.
Depending on the circumstances and your rights under the Australian Consumer Law, the appropriate remedy may include a repair, replacement or refund.
These rights are separate from our change-of-mind returns policy and are not limited by our 30-day change-of-mind return period.
HOW TO REQUEST A REFUND OR EXCHANGE
If you need to request a refund or exchange, please email us at:
hello@thebettercollection.com.au
Please include:
- Your order number
- The product(s) you are returning or requesting an exchange for
- Whether you are requesting a refund or exchange
- The reason for the return or exchange
Once you contact us, we aim to respond within 24 hours on weekdays with the next steps.
Please do not send products back to us without first contacting our customer service team.
REFUNDS
Once your returned products have been received and inspected, we will process any approved refund.
Refunds will generally be issued to the original payment method used for the purchase.
Shipping costs are non-refundable for change-of-mind returns and claims made under the First Pair Happiness Guarantee, except where otherwise required by the Australian Consumer Law.
Where a refund is required because a product is faulty, damaged, incorrect or otherwise covered by the Australian Consumer Law, the applicable refund will be handled in accordance with your legal rights.
AUSTRALIAN CONSUMER LAW
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law.
Our First Pair Happiness Guarantee and change-of-mind returns policy are additional to your rights under the Australian Consumer Law.
If a product is faulty, unsafe, does not match its description, is not fit for its intended purpose or otherwise fails to meet the consumer guarantees, please contact us at hello@thebettercollection.com.au so we can assess the issue and provide an appropriate remedy in accordance with your rights under the Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.