Refund policy
Returns and Refunds
Butti Pets is operated by Butti Distribution LLC, 1000 Brickell Ave, Ste 715 PMB 1683, Miami, Florida 33131, United States.
Summary
Return window: 30 days from the day you receive your item.
Return shipping: paid by the customer, except when the item arrives damaged, defective or wrong (see below).
How to return: by mail, after we authorise your return by email.
30-day return window
You have 30 days from the day you receive your item to request a return. To be eligible, the item must be unused, in the same condition you received it, with tags and in its original packaging. Please keep your order confirmation as proof of purchase.
How to start a return
Email us at info@buttidistribution.com with your order number and a short description of the problem. Do not ship anything back before contacting us: every return needs to be authorised first, and we will send you the correct return address for your item along with instructions. Items sent back without prior authorisation cannot be processed.
We answer return requests within one business day.
Damaged, defective or wrong items
If your item arrives damaged, defective, or is not what you ordered, email us within 7 days of delivery with your order number and a photo of the item. We will replace it or refund you in full, and you will not be asked to pay any return shipping. This is our mistake to fix, not yours.
Change of mind
If you simply changed your mind, you are still covered by the 30-day window, but you pay the cost of return shipping. We will confirm the return address and instructions before you send anything.
Items that cannot be returned
Custom or personalised products, and any item that has been used or washed, cannot be returned. Gift cards are non-refundable.
Refunds
Once your return is received and inspected, we will email you to confirm the outcome. Approved refunds are issued to your original payment method within 5 business days. Your bank or card issuer may take a further 5 to 10 business days to post the funds.
Order cancellation
You can cancel an order free of charge at any time before it ships, normally within 24 hours of placing it. Email us at info@buttidistribution.com and we will confirm the cancellation and refund you in full.
Late or missing refunds
If more than 15 business days have passed since we confirmed your refund and you still have not received it, contact us at info@buttidistribution.com and we will chase it with the payment provider.
Contact
Butti Distribution LLC
1000 Brickell Ave, Ste 715 PMB 1683
Miami, Florida 33131, United States
Email: info@buttidistribution.com