We want you to be happy with every order from buttbrand.co.uk. If something is not right, this policy explains how to return it and get a refund. It does not affect your statutory rights under UK consumer law.
01Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you can cancel your order within 14 days of receiving your goods, without giving a reason. You then have a further 14 days to send the items back to us.
02What Can Be Returned
Unused Items
Items must be unused and in the same condition you received them.
Original Packaging
Please return items in their original packaging, with any tags and seals intact.
Proof of Purchase
Include your order number so we can process your return quickly.
Within Time Limit
Let us know within 14 days of delivery that you want to return an item.
03Items We Cannot Accept
For health and hygiene reasons, some items cannot be returned once opened, unless they are faulty:
- Sealed health, personal care or hygiene products that have been opened
- Personalised or custom-made items
- Perishable goods
- [Any other items specific to your store]
04How to Return an Item
- Step 1: Email support@buttbrand.co.uk with your order number and the items you want to return.
- Step 2: We will reply with the return address and instructions.
- Step 3: Pack the items securely and send them back using a tracked service.
- Step 4: Once we receive and check your return, we will process your refund.
Please keep your proof of postage until your refund has been processed.
05Return Postage
If you are returning an item because you changed your mind, you are responsible for the cost of return postage. If the item is faulty, damaged or we sent the wrong item, we will cover the return cost.
06Refunds
Once your return is received and checked, we will refund you within 14 days using your original payment method. If you cancel your whole order, your refund will include the standard delivery cost you paid. Depending on your bank, it may take a few extra working days for the money to show in your account.
We may reduce a refund if an item has been used or handled more than needed to check it.
07Faulty or Damaged Items
If your item arrives faulty, damaged or incorrect, please email us within [number] days of delivery with your order number and photos. Under the Consumer Rights Act 2015, you are entitled to a refund, repair or replacement for faulty goods. See our Shipping Policy for delivery issues.
08Exchanges
[We do not offer direct exchanges / We offer exchanges for ...]. If you would like a different item, please return the original for a refund and place a new order.
09Contact Us
For any questions about returns or refunds, email us at support@buttbrand.co.uk or use our contact page.
Need to return something?Email support@buttbrand.co.uk
Email Us