Refund policy
RETURNS & REFUNDS
We want you to be happy with your order. If you have any questions or there is a problem with your order, please contact us at hello@butterflyduet.com and we'll be happy to help.
Change of mind returns
If you purchase from us online and simply change your mind, you have the legal right to cancel your order within 14 days of receiving your items, without giving a reason.
If you decide to cancel, please contact us at hello@butterflyduet.com within this 14 day period. You then have a further 14 days to return the items to us.
Items should be returned in their original condition. You may handle the items only as much as is reasonably necessary to establish their nature, characteristics and functioning. We may make a deduction from your refund if the value of the goods has been reduced by handling beyond this.
You are responsible for the cost of returning an item if you have simply changed your mind, unless we have agreed otherwise.
Please contact us before sending a return so that we can provide the correct return instructions. Items sent back without contacting us first may cause delays in processing your return.
Refunds
Once we receive your returned item we will process your refund in accordance with your statutory rights.
Refunds will be made using the original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Where you cancel an order under your statutory 14-day cancellation right, we will refund the standard delivery charge you originally paid. If you selected a more expensive delivery option, we are only required to refund the cost of the least expensive standard delivery option we offered.
Personalised and custom-made items
Personalised or custom-made stickers and greeting cards are made specifically for you and are generally not covered by the 14-day change-of-mind cancellation right.
However, personalised or custom-made items are still covered by your statutory rights if they are faulty, damaged, incorrect or not as described.
Sale items
Sale items have the same statutory consumer rights as full-price items.
If you purchase a sale item online, you may still have the legal right to cancel within 14 days, subject to the exceptions provided by law.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or you receive the wrong item, please contact us at hello@butterflyduet.com with your order number and, where possible, photographs of the issue.
Please let us know as soon as reasonably possible so that we can investigate and arrange an appropriate remedy.
Your statutory rights apply to faulty, damaged or incorrectly supplied goods and are not affected by this returns policy.
Exchanges
We do not offer direct exchanges.
If you would like a different item, the easiest option is to return your original item where you have a right to do so and place a new order for the item you would like.
This does not affect your statutory rights in relation to faulty, damaged or incorrectly supplied goods.
Proof of purchase
We may ask for proof of purchase, such as your order number or confirmation email, so that we can locate your order.
EU customers
If you are ordering from the European Union, additional consumer protection laws may apply depending on your location and the circumstances of your purchase.
Where applicable, your statutory consumer rights under the laws of your country are not affected by this policy.
Your statutory rights
Nothing in this policy limits or excludes any rights you have under applicable consumer law.
In particular, goods supplied by us must meet the requirements of UK consumer law, including being as described, of satisfactory quality and fit for their intended purpose.