Refunds and Returns

At Butterfly Clips, we take great pride in the quality and craftsmanship of our handmade products. Every item undergoes strict quality checks prior to dispatch. However, in the rare instance that a fault occurs, we offer the following guarantee and returns process.

1 Year Product Guarantee

Butterfly Clips guarantees all wire clip products for 1 year from the date of purchase.

This guarantee covers:

Breakage of the triple-banded elastic.
Breakage to the wire frame.

Exclusions

This guarantee does not cover stretched elastic, bent clips, or damage caused by misuse, neglect, or water exposure.
Princess Bugs are not included in this guarantee. Princess Bugs are specifically designed to be worn in half-up hairstyles and are not designed to support a full head of hair. Damage or breakage resulting from use outside their intended design, including use in a full-head hairstyle, is not covered by the guarantee.

Proof of Purchase

To process a return or replacement, you must provide proof of purchase, which may include:

Your original purchase receipt,
A dated guarantee issued at the time of purchase, or
Another valid form of transaction evidence.

Without proof of purchase, returns cannot be accepted.

Returns Procedure

If you believe your product is faulty:

Retain the product, proof of purchase, and your contact details (name, phone, and postal address)
Contact us at emma@butterflyclips.com.au and include:
A clear photo of the faulty clip
A copy of your proof of purchase.

Your claim will be assessed within 3 business days of receiving your submission.

If approved, a replacement clip (same or similar product) will be dispatched within 7 business days from the date of approval.

If further assessment is required, you may be asked to post the item to us for inspection.

Guarantee Assessment & Claims Process

Any faulty product will initially be assessed by photograph by Butterfly Clips to help determine the nature and likely cause of the fault.

In most cases, claims are assessed and resolved within 24–72 hours of receiving the claim.

Retail Partners: Please contact Butterfly Clips immediately upon receiving a guarantee claim from your customer. Butterfly Clips will then contact the customer directly to confirm the assessment outcome and, where applicable, provide replacement or tracking information.

Refunds & Exchanges

Butterfly Clips does not issue monetary refunds for faulty items.
Approved claims will receive a replacement product of the same or equivalent value.
We do not offer refunds or exchanges for change-of-mind purchases.

Right to Decline Replacement

Butterfly Clips reserves the right to decline a replacement if:

The product fault is determined to result from misuse, neglect, or water damage, or
The item is returned without valid proof of purchase.

Shipping returns

If your request cannot be assessed by the photograph alone, we will contact you direct and provide you with the details you will need to post your return for further assessment.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on your location, the time it takes for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.