Returns policy

We accept returns for any unwanted products on orders placed with byterry.com within 14 days from the date you have received your order. Please note that we can only accept products which haven’t been used or opened, in the re-sellable state and in the original packaging. To request a return please contact help@byterry.com. The customer is responsible for the cost of shipping the products back to BY TERRY - returns are not free.

BY TERRY are not responsible for any damages or losses of returns during the shipping of product back to us. Please retain a proof of purchase receipt as evidence of shipment.

Returns are processed within 10 days following receipt of the item(s) at the warehouse. Once your return has been processed and verified, we will will issue a refund for it. Your refund will be issued to your original payment method. Depending on your bank, it may take up to 10 days to get your account credited.

We can only issue returns for products purchased from byterry.com. All other BY TERRY products must be returned to the place of purchase.

Returns and exchanges for bespoke palettes (Palette Factory)

As your palette is made specifically for you, no changes or cancellations can be made once you have placed your order, and we will only accept returns under your legal rights, such as if there is a quality issue or the product(s) arrive(s) damaged. This is in accordance with your consumer rights. By pressing ‘Add to bag’ you are agreeing to our Terms of Sale and Return policy.

Exchange policy

We do not offer exchanges. If you have purchased the wrong item, please follow our returns process and then place a new order.

Cancellation policy

Unfortunately we cannot cancel orders once they are placed. If you require help, please contact us at help@byterry.com.

Faulty or damaged goods

If your goods bought at byterry.com are received as faulty or damaged, please contact us at help@byterry.com.

Please include a picture of the faulty item and an explanation of the fault. Our Customer Service team will assess the product and be in touch to arrange either a replacement or a refund if applicable. We can only issue returns for faulty or damaged goods purchased from byterry.com. All other BY TERRY products must be returned to the place of purchase.