Return DOA (Dead on Arrival) Item
Any Products, dead on arrival (incorrect usage excluded) within 45 days after shipment.
In this case, please kindly provide us with proof as below:
The photos of original buterlue package with front and back sides
The photos or video of the defective item(s)
The photos, video or screenshot showing the malfunction of the defective item(s)
In a DOA Situation: a reimbursement for return shipping fees is available, provided that:
Return the item(s) by ordinary mail (the least expensive way) with tracking number to the nearest Product Drop Off Box (see details below); If the mail service with tracking number costs more, you may choose the one without tracking. Please be sure to keep the shipping receipt with you after return. We will process for you upon receiving the screen shot of your receipt.
The return shipping fee is less than 60% of the defective item(s) value, and also less than $40 (USD), we will cover the actual postage (according to the receipt you provided). If the return shipping fee exceeds the limit above, please contact our CS staff to further confirm it.
Return Defective Item
We will try our best to make sure the Products shipped to you are in the best condition. In case your Product (only for items without Special Warranty terms in the Product description and physical damage or incorrect use excluded) turns out to be defective:
If the defect is not caused by you, we will pay all necessary shipping fees for returning the defected Product to us and for sending the replaced one to you; or If the defect is caused by you, you will pay necessary shipping fees for returning the defected Product to us and for sending the replaced one to you
Within 90 days from shipment
Policy: Upon being returned, the defective item will only be replaced. Detail: If the Product turns out to be defective within 90 days from shipment, User may mail the Products back to us. We will still try to exchange your defective Products for a brand new one where possible.
Between 91 days and 365 days from shipment
Policy: Upon being returned, the defective item will be forwarded to the factory for repair. Detail: Should the item become defective within 365 days from shipment, Users will still be allowed to send the Product back to us. We will help by forwarding the item to the manufacturer for repair or replacement.
Return Incorrect Item Received
If the item you received is completely different from the one you ordered, please contact us via our Client Service Express and provide us the picture proof of the error.
If return is necessary, replacement plus shipping cost reimbursement will be issued to you on receipt of return proof. Please be sure that the incorrect item you return is in the original package and the merchandise is in the same condition in which it was received.
For the incorrect item, if you are able to find a use of it and prefer to keep it, you may suggest that to us and we will offer you a certain discount for buying it.
After receiving the incorrect Product, please kindly provide us with proof as below:
The photos or video of the incorrect item(s)
The photos, video or screen shot showing the malfunction of the defective item(s)
Because different batches of the Products are supplied, the item logo or packaging you received may vary from the one displayed on our website. If all the functions and appearance of the Product prove to be correct, please understand that this case will not be included in this policy.
Return Unsatisfactory Products
If you are not happy for any reason with your purchase, then just return it within 14 days of receipt for a full refund or an exchange.
Note: Please contact with our ClientService department before you send the Product back to avoid exchange, refund, or repair delays.
* Underwear, customized Products, one-time use Products and lingerie are not available for return except in regards to quality issues. In such a case, the quality problem must be reported within 48 hours of delivery receipt with pictures clearly showing the defect. We do not accept returns because of wrong sizing or underwhelmed expectations. Please consult our sizing charts before ordering or consult a Client Service representative in case of doubt.