Refund policy

At BTS Band, customer satisfaction is important to us. Please read our Return & Refund Policy carefully before making a purchase.

1.Returns Eligibility

We accept returns only in the following situations:

• The product received is damaged or defective.

• The product received is different from the product ordered.

• The wrong item has been delivered.

To be eligible for a return, customers must contact us within 48 hours of receiving the order and provide clear photos or videos showing the issue.

Returns, exchanges, or refunds will NOT be accepted in the following cases:

• Change of mind after purchase.

• Customer no longer wants the product.

• Product ordered by mistake.

• Customer does not like the color, design, size, or appearance after delivery.

• Minor differences in color due to screen or lighting variations.

• Products damaged due to misuse, improper handling, or normal wear and tear.

• Sale items, clearance items, gift cards, and customized products.

• Delivered to wrong address due to incorrect details provided by customer.

• Product not collected from courier / returned undelivered.

• Packaging opened but product unused claim — not accepted.

• Delay in delivery due to courier or weather conditions.

To request a return, please email us at:

Include:

• Order Number

• Customer Name

• Description of the issue

• Clear photos or videos of the damaged or incorrect item

Our team will review the request and respond within 2–5 business days.

Refunds will only be approved if:

• The product is confirmed to be damaged upon delivery, or

• The wrong product was shipped by us.

If approved, the refund will be processed to the original payment method used during checkout.

Once approved, refunds are generally processed within 7–10 business days.

The actual time for the refund to appear in your account may vary depending on your bank or payment provider.

Exchanges are only available when:

• A damaged product is received, or

• An incorrect item has been delivered.

Exchange requests are subject to product availability.

Orders cannot be cancelled once they have been processed or shipped.

If you have any questions regarding returns or refunds, please contact: