Refund policy

We want you to be happy with your Bloks. If something is not right, write to us at lyuben@butterblok.co and we will sort it out.

Your right to cancel

If you are in the United Kingdom or the European Union, you have a legal right to cancel your order within 14 days of receiving it, for any reason at all. You do not need to give us one.

To cancel, email lyuben@butterblok.co with your order number within those 14 days. You then have a further 14 days to send the items back to us.

When you cancel within this period we refund the full price you paid, including the standard outbound shipping you were charged. We do this within 14 days of receiving the items back, or of you showing us proof of postage, whichever is sooner. The refund goes to the payment method you used.

You pay the cost of returning the items to us, unless they arrived faulty or we sent the wrong thing.

No restocking fee applies to a cancellation within these 14 days.

Returns after 14 days

We also accept returns for 30 days from delivery, which is longer than the law requires. Returns in this extra window are handled slightly differently:

• Items must be unused and in resaleable condition: unworn, unwashed, no marks, no odours, and with nothing missing.
• All original packaging, labels, icon patches and any inserts must be included. A set is returned as a complete set.
• We deduct a 10% restocking fee from the refund, and we do not refund the original outbound shipping.
• You pay the return postage.

If a returned item arrives used, incomplete or damaged, we will contact you before doing anything. We may refund a reduced amount reflecting the loss in value, or send the item back to you at your cost.

Faulty or wrong items

If a Blok arrives faulty, damaged in transit, or is not what you ordered, that is on us. Email us with your order number and a photograph. We will replace it or refund it in full, including postage both ways, and there is no restocking fee.

Nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015 in respect of goods that are faulty or not as described.

How to return something

1. Email lyuben@butterblok.co with your order number and what you would like to do.
2. We reply with our United Kingdom return address and confirm what you will be refunded.
3. Send the items back, and keep your proof of postage. We cannot refund a parcel that never arrives without it.

Returns go to a UK address, so if you are in the United Kingdom this is an ordinary domestic parcel rather than an international one. We recommend a tracked service. Until a parcel reaches us it is your responsibility.

Exchanges

We do not run a formal exchange process. The fastest way to swap a colour or a size is to return what you have for a refund and place a new order.

Things we cannot take back

• Items that have been used, washed, or are no longer in resaleable condition, other than where they are faulty.
• Sets returned incomplete.
• Anything returned to us more than 30 days after delivery.