Sometimes matters don’t go according to plan and this is a part of working with fresh perishable foods.
Please understand first and foremost that we never intend for your experience with The Butter People to be a bad one.
We always carry out strict health and hygiene procedures, fastidious in our approach, and never cut corners. Your safety and happiness are our highest priorities.
If for any reason your butter isn’t edible, due to an error on our end, and you need to throw it out, please talk to us openly and honestly first before taking any other action. Contact to The Butter People must be made within 14 days of delivery by The Butter People, or where a carrier has been engaged here.
- Your full name.
- Your best contact number.
- Your best e-mail address.
- Your preferred contact method (phone or e-mail).
- Your order number.
- Delivery date.
- Butter flavour.
- Batch number.
- Best Before date.
To resolve the matter together and quickly, remember to be courteous and use respect — we’re people too 😊.
We welcome the opportunity to make it up to you, and how you are compensated will vary from case to case once all the above information has been received by us. This includes, though not limited to, replacing the inedible unit, and/or crediting the customer account (typically within five (5) business days). All decisions involving refunds are made at the discretion of The Butter People.
Where the error is at fault of the customer, for example failure to follow correct storage instructions as stated on the label or a simple change of mind, The Butter People cannot be held liable for the products once it leaves our premise and no compensation will be issued.
Where a refund is deemed the appropriate resolution, The Butter People will credit the amount paid for the product (less any Stripe card processing, and shipping and delivery costs/ fees related to the original purchase, which are non-refundable) (typically within five (5) business days) to the credit card or debit card you used to make the original purchase.
Notwithstanding the foregoing, The Butter People does not control when a specific credit card company processes a chargeback transaction. You are responsible for contacting your credit card company if you have questions about the status of the chargeback.
The Butter People will not provide a refund for a request that is received by The Butter People more than thirty (30) days after the date of original delivery as subject to Australian Consumer Law. The Butter People also does not provide a refund for products that are damaged due to misuse, lack of care, mishandling, accident, abuse, incorrect storage methods, or other abnormal use at any time after the risk passes to the purchaser.
Cancelling Your Monthly Subscription
If you signed up to our Butter.Delivered Fortnightly or Monthly subscription, you may cancel your The Butter People subscription at any time after the 3-month minimum commitment period. It is our policy that all customers manage their own account with respect to cancellation and modification of their account details, via their account page at here. You may receive one final charge and shipment of products depending on where your billing cycle is at.
We would only intervene in the process of modifying a customer’s account information or status if there was a technical issue preventing them from accessing the page, in which case we’d be delighted to help.
Cancelling, and re-subscribing is easy. Just log-in to your account and go to “My Account”, then update the details of your orders there.
Accidental Order (Regional & Interstate Orders)
Thank-you for your interest in The Butter People and our products! If you've placed an order and live outside our serviceable delivery area we will provide a full refund for product and delivery charges made from your card, less any and all card transaction and associated bank fees. We will be in touch with you as soon as possible to notify you. Please note that this process can take 5-10 business days depending on your bank. And are sorry for any disappointment or inconvenience this may cause.