Return & Refund Policy.

If something isn't right

BTS Luxury wants customers to receive the product that was ordered in appropriate condition.

This policy explains the circumstances in which a customer may request a return, replacement or refund and the process that should be followed.

Eligible requests must be submitted within the applicable reporting window and supported by the evidence described below.

Nothing in this policy is intended to restrict consumer rights that cannot lawfully be excluded under applicable law.

When a return request may qualify

BTS Luxury currently accepts return, replacement or refund requests in eligible cases involving:

• A wrong product being delivered.
• A product arriving damaged.
• Leakage from the product received.
• An eligible issue involving a product that has been opened.

All requests are subject to review of the order information and the supporting evidence provided by the customer.

Contact us within 7 days

A return, replacement or refund request must be submitted to BTS Luxury within 7 days from the date on which the order was delivered.

Customers are encouraged to inspect the delivered parcel and product promptly after receiving it.

Requests submitted after the 7-day reporting period may not be eligible under this policy, subject always to rights that may apply under applicable law.

Photos and unboxing video

To help BTS Luxury verify and process a return, replacement or refund request, customers must provide appropriate supporting evidence.

This includes:

• Clear photographs showing the product received and the reported issue.
• An unboxing video showing the opening of the delivered parcel and the condition or contents of the shipment.
• The applicable BTS Luxury order number.
• A description of the issue being reported.

Evidence should be sufficiently clear for the BTS Luxury team to understand and verify the issue.

Missing or unclear supporting evidence may prevent BTS Luxury from verifying a claim and may affect eligibility for a return, replacement or refund.

Opened products

An opened product is not automatically excluded from consideration under the BTS Luxury return policy.

Where an eligible issue is reported within 7 days of delivery and the required photographs and unboxing video are provided, BTS Luxury may review a return, replacement or refund request even if the product has been opened.

The product should not be unnecessarily used, altered, transferred to another container or disposed of while the request is under review.

Customers should retain the bottle, packaging and other supplied contents until BTS Luxury confirms the next steps.

How to request a return

To begin a return, replacement or refund request:

• Contact BTS Luxury within 7 days of delivery.
• Provide the order number.
• Explain the issue clearly.
• Provide the required photographs and unboxing video.
• Wait for BTS Luxury to review the request and provide return or resolution instructions.

Customers should not send a product back independently before receiving return instructions from BTS Luxury.

This helps ensure that the shipment is identified and processed correctly when it reaches the BTS Luxury facility.

BTS Luxury covers approved returns

Where a return has been reviewed and approved under this policy, the applicable return shipping cost will be borne by BTS Luxury.

The customer should follow the return instructions provided by BTS Luxury rather than arranging an independent return shipment without approval.

This allows the business to coordinate and account for the return correctly.

Choosing a replacement

Where a request is approved, the customer may choose a replacement instead of a refund, subject to the availability of the applicable product.

BTS Luxury will communicate the replacement process after the claim has been reviewed and approved.

If an appropriate replacement cannot be provided, BTS Luxury may proceed with an eligible refund instead.

How approved refunds are handled

If the customer chooses a refund and the request has been approved, BTS Luxury will initiate the eligible refund to the original payment method used for the order.

Approved refunds are generally initiated within approximately 3–4 business days after approval.

After BTS Luxury initiates the refund, the amount may take additional time to appear in the customer's account depending on the bank, card issuer, payment provider or other financial institution involved.

Refund deductions

BTS Luxury does not currently apply a separate non-refundable charge to an approved refund under this policy.

If you receive the wrong product

If the product delivered does not match the product ordered, contact BTS Luxury within 7 days of delivery.

Provide the order number together with clear photographs and the unboxing video showing the product received.

Once the issue is verified and approved, the customer may choose an eligible replacement or refund in accordance with this policy.

If a product arrives damaged or leaking

If the delivered product is visibly damaged or leaking, contact BTS Luxury within 7 days of delivery and retain the product and packaging.

Provide:

• Clear photographs of the product.
• Photographs of the packaging where relevant.
• The unboxing video.
• Your order number and description of the issue.

Once verified and approved, the customer may choose a replacement or refund subject to this policy.

When a request cannot be approved

A request may be declined where BTS Luxury cannot reasonably verify that it meets the conditions of this policy.

Examples may include:

• The request is submitted outside the 7-day reporting window.
• Required photographs or unboxing video are not provided.
• The evidence does not reasonably show the reported issue.
• The returned product does not correspond with the relevant BTS Luxury order.
• The product has been materially altered, misused or disposed of before the claim could be reviewed.
• The request is fraudulent or otherwise inconsistent with the circumstances of the order.

A declined request does not affect any non-waivable rights that the customer may have under applicable law.

Start a return request

To request assistance with a wrong, damaged, leaking or otherwise eligible product, contact BTS Luxury within the 7-day reporting period.

Have your order number, photographs and unboxing video ready when contacting support.

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