Exchange & Return Policy
At Butterfly, your satisfaction matters most, which is why we’ve set a clear exchange policy that protects both your rights and ours.
1. Cases Eligible for Exchange
- A manufacturing defect in the product
- Receiving a different product than what was ordered (an error on our part)
- Receiving a damaged or expired product
2. Exchange Timeframe
- Please notify us within 3 days of receiving your order (for online orders)
- For in-branch purchases, exchanges can be made on the same day or within 48 hours, with the invoice
3. Conditions for Accepting an Exchange
- The product must be in its original condition, unopened and unused
- Original packaging must be intact
- Proof of purchase (invoice or order confirmation) is required
- For makeup and skincare products: exchanges are not accepted once opened or tested, for health and hygiene reasons
4. Cases Not Covered
- Change of mind after using the product
- Damage caused by misuse or improper storage
- Product not suiting the customer’s skin type (we recommend a patch test before full use of any new product)
- Discounted or outlet items (their return status is specified at the time of purchase)
5. How to Request an Exchange
- For online orders: contact us via [phone/WhatsApp] with photos showing the issue, and we’ll arrange pickup and replacement
- For in-branch purchases: visit the nearest branch with the product and invoice
6. Shipping Costs for Exchanges
- If the error is on our part (damaged product/order mistake): we cover shipping costs in full
- If the exchange is for another accepted reason: additional shipping fees may apply, case by case
7. Wholesale Orders
Wholesale orders are subject to special exchange terms agreed upon in advance with our sales team, based on order size and nature.
8. Contact
For any questions about exchanges, contact us at: [phone / WhatsApp / email]