Effective Date: 10/08/2024

At Butterfly Lounge Ltd, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward returns and exchanges process. Please read the following policy carefully to understand your rights and obligations.

1. Eligibility for Returns & Exchanges

• Time Frame: You may return or exchange any item within 14 days of the delivery date. Items returned after 14 days will not be accepted.
• Condition: To be eligible for a return or exchange, items must be unused, unwashed, and in the same condition that you received them. They must also be in the original packaging with all tags attached.
• Proof of Purchase: A valid proof of purchase, such as a receipt or order confirmation email, is required to process any return or exchange.

2. Non-Returnable Items

Certain items are not eligible for return or exchange, including but not limited to:

• Sale Items: Items purchased on sale or with a discount code are final sale and cannot be returned or exchanged.
• Personalized or Custom Items: Any items that have been personalized or made to order.
• Intimate Apparel: For hygiene reasons, we do not accept returns or exchanges on underwear, swimwear, or other intimate apparel.

3. How to Initiate a Return or Exchange

1. Contact Us: Email our customer service team at care@butterflylounge.co.uk or call us at +44 7704 925205 to request a return or exchange. Please include your order number and a brief explanation of your request.
2. Submit return via website: Login to your account, locate the order you would like to return or exchange and submit a return request.
3. Return Authorization: Once your return or exchange is approved, we will provide you with a Return Authorization Number (RAN) and detailed instructions on how to return your item(s).
4. Pack and Ship: Securely package the item(s) you wish to return or exchange, including the original packing slip, and clearly mark the package with your RAN. Ship the package to the address provided in the return instructions.

4. Return Shipping Costs

• Customer Responsibility: You are responsible for paying for your own shipping costs when returning an item. Shipping costs are non-refundable.
• Exchanges: For exchanges, we will cover the cost of shipping the new item(s) to you after receiving your return.
• Damaged or Defective Items: If you received a damaged or defective item, please contact us immediately. We will provide a prepaid shipping label for the return and replace the item at no additional cost.

5. Processing Your Return or Exchange

• Refunds: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 7-10 business days and will be applied to your original method of payment.
• Exchanges: Upon receiving your returned item, we will process your exchange and ship the new item(s) to you as soon as possible. If the item requested for exchange is out of stock, we will issue a refund or allow you to select a different item.
• Partial Refunds: In certain situations, only partial refunds may be granted (e.g., if an item is not in its original condition or is damaged/missing parts for reasons not due to our error).

6. Late or Missing Refunds

If you haven’t received your refund within the expected time frame:

1. Check with Your Bank: Sometimes it may take some time before your refund is officially posted by your bank.
2. Contact Your Credit Card Company: Refund processing times can vary, so it’s a good idea to follow up with your credit card company.
3. Contact Us: If you’ve done all of the above and still have not received your refund, please contact us at care@butterflylounge.co.uk for further assistance.

7. International Returns & Exchanges

If you are returning or exchanging an item from outside United Kingdom:

• Customs & Duties: You are responsible for any customs duties, taxes, or fees associated with returning the item to us.
• Shipping Costs: International return shipping costs are the responsibility of the customer.

8. Changes to This Policy

Butterfly Lounge Ltd reserves the right to update or modify this Returns & Exchanges Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically.

9. Contact Us

If you have any questions or need further assistance with your return or exchange, please do not hesitate to contact us:

• Email: care@butterflylounge.co.uk
• Phone: +44 1522 265445
• Address: 69 High Street, Swinderby, Lincoln, LN6 9LU

This policy ensures that our customers have a clear understanding of our return and exchange procedures. By purchasing from Butterfly Lounge Ltd, you agree to the terms outlined in this policy.