Refund policy

We want you to love your Billyhops product. While we don't accept change-of-mind returns on presale or limited release orders, we'll always support you if something's not right.

12 Month Peace of Mind

Every Billyhops product is backed by a 12-month promise covering faults that impact the safety or function of your product.

What's covered:

  • Substantial damage to the plywood frame rendering it unsafe to use
  • Hardware failure (e.g. hinges, gas struts, locking pins, or screws not holding due to manufacturing faults)

What's not covered:

  • Cosmetic wear and tear
  • Damage caused by misuse, accidents, or improper care

We'll work with you to understand the issue and determine the best solution — whether that's a repair, replacement, or refund. Billyhops reserves the right to decide the appropriate remedy based on the nature of the fault.

Presale and Limited Release Orders

All presale (US) and limited release (AU) purchases are final. We don't accept returns or refunds for change of mind on these orders. The 12 Month Peace of Mind guarantee outlined above still applies to all purchases.

Delivery Damage

If your order arrives with damage from shipping, please email us within 5 days of receiving your order with photos. After this window, delivery-related damage cannot be covered under our guarantee.

Reporting a Fault

If your product arrives faulty or defective, email us at hello@billyhops.com as soon as possible. We'll assess the issue and guide you through the next steps.

What to include in your email:

  • Order number
  • Photos showing the issue clearly
  • A short description of when and how the issue appeared

What Happens Next

We'll evaluate whether the fault affects the safety or function of the product.

If it does: We'll cover return shipping and provide one of the following remedies:

  • Send a replacement part where possible
  • If not possible, arrange an exchange (with shipping covered)
  • If an exchange isn't feasible, issue a refund

If it doesn't (e.g. minor surface defects or cosmetic flaws): We may still offer a replacement part, exchange, or refund — at our discretion.

Refunds

If a return is approved, we'll inspect the item once received. Refunds for verified faults will be processed within 10 business days. Please allow an additional 3–5 business days for the refund to appear in your account, depending on your bank or card provider.