Refund policy

DELIVERY AND SHIPPING:
Domestic and international orders placed Monday-Friday by 2:00PM PST will usually ship the same day. This is to ensure you get your goods as soon as possible based on the shipping method selected during checkout. Orders placed after 2:00PM PST Friday will ship out by end of day the following Monday.

WE DO NOT SHIP ON SATURDAY, SUNDAY AND MAJOR HOLIDAYS.

International customers please note that you will be responsible for your country's taxes and duties.

NO HASSLE EXCHANGE POLICY:

USA Customers:
We offer a 30 day exchange policy on every product we offer, excluding outlet / closeout items. Once the product is scanned in by the carrier, we’ll release your exchange product(s) to get the product in transit to you and we’ll cover those shipping charges for the new item. 

To start an exchange, click here

International Customers:
We offer a 30 day exchange policy on every product we offer, excluding outlet / closeout items. Please email exchange@biltwellinc.com with your order number to obtain an RMA number (Return Merchandise Authorization) within 30 days of purchase date. After acquiring an RMA number, send the product back to us at your own expense. Once we have received your exchange product(s), we’ll ship the new goods to you via UPS free of charge, but you will be responsible for your country's taxes and duties. You can also call us at 951-699-1500 but email is more efficient, creates a paper trail and is less hassle for different time zones.

Returns for refund:
We do offer a 30 day refund policy on every product we offer, excluding outlet / closeout items. Shipping is the customer's responsibility, if the customer didn't opt into Checkout+.  Products returned for refunds must be in new and unused condition to be applicable for a refund. 

To start a return, click here

Right of Withdrawal

Under the EU Consumer Rights Directive, you have the right to withdraw from many contracts within 14 days of receiving your order, without providing any reason. 

To exercise your right of withdrawal, click here

Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.

We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.

This right applies to all items purchased through our store, with certain exceptions such as digital products, perishable goods, sealed personal hygiene products, and personalized items, as set forth in Article 16 of Directive 2011/83/EU.