Returns and Refunds Policy

Faulty Goods

All goods are fully supported by our manufacturer warranty processes. If any goods we supply are found to be faulty within 28 days of delivery then an identical new product or a similar product with better performances (if the same product is not available) will be provided as a replacement as soon as the old product is returned to us. All goods we sell come with one year warranty either by the manufacturer or by us. If we cannot find an exact replacement for the faulty product (due to the product discontinued), then we will supply with a better or a similar product. You have to allow some time for this replacement. To return the product you purchased from us, you should have a RMA (Return Merchandise Authorization) number from us. To get this RMA number, you should register in our e-RMA page (link is in the below) and get authorized.

Any products returned as faulty will be tested on their return.

We will pay the cost of the return if the goods supplied are faulty or the goods do not comply with the contract.

Returns

Goods Damaged in Transit:

If you notice box damage when you the item is delivered to you, please inform the driver of this and also make a note of the delivery note. This is required to protect yourself and to enable us to claim for the damage caused by the courier or the delivery service provider. If your goods are damaged in transit, we request that you have to email us about the faulty description with your order details.

Returning with RMA number:

• Before returning any products to Butterfly Europe, a Return Material Authorization (RMA) has to be requested.
• To request a Return Material Authorization (RMA) number, contact Butterfly Europe RMA-Service: rma@butterflyeu.com
• An RMA Request Form must be filled out completely and submitted for approval. The request for authorization needs to be sent using this module indicating the reference number, the article code, product, Quantity, serial number, Invoice number, Invoice Date, the description, as specifically as possible the defect encountered. After verification, Media Metallic may authorize to return the product by issuing an RMA number.
• Once an RMA number has been issued, a Confirmation e-mail will be sent to you detailing the RMA number, product and product quantities authorized for return, together with address details and RMA terms and conditions.
• All product returned to Butterfly Europe should be marked to the attention of Repairs with RMA number and sent to the address provided by RMA-Service in the confirmation e-mail.
• An assigned RMA number must appear on all returned products, packing slip, freight bill, and any correspondence. Any returns without an assigned RMA number will be refused.
• While returning the product to Butterfly Europe customer should send all products with their accessories.
• For both in-warranty and out-of-warranty repairs, you are responsible for paying your outbound freight expense, any applicable import and/or export duties, and taxes. Butterfly Europe will pay the return freight expense.
• A single RMA number can be used for a maximum of twelve (5) products.
• RMA numbers are only valid for fourteen (14) days. RMA numbers older than fourteen (14) days need to be revalidated by contacting Butterfly Europe RMA-Service before product is returned. Failure to comply with the above may delay the processing of your RMA request.

To clarify this policy, we understand that you will have to take your purchase out of its packaging to test it/try it out. However, all returns must be in perfect condition with all packaging included. We will not cover the cost of returning the item to us, this is entirely at your own cost and we would suggest insuring the item against loss in the postal system. We do not take any responsibility for items lost on the way back to us.

If a product is within 31 days of purchase and becomes faulty we can refund, repair or exchange the product. After 31 days and within the manufacturer's warranty (usually 2 years) we will replace the faulty product, or arrange for it to be repaired. In some cases manufacturer's deal directly with their own returns. Details of this can be found in the product warranty