Refund & Returns Policy

Our Returns Window

Because our products are handmade, perishable food items, we are unable to accept physical returns of brownie or treat boxes. However, if you have a problem with your order, please contact us within 30 days of receiving it and we will do everything we can to resolve it.

Damaged, Defective or Incorrect Orders

We take quality seriously — every box is inspected before it leaves our kitchen. However, we understand that things can occasionally go wrong in transit. If your order arrives damaged, defective or not as described, please:

• Contact us within 24 hours of delivery for the best chance of resolution
• Email us at buttybox@hotmail.com with your order number and a brief description of the issue
• Where possible, attach a photo of the damage or issue — this helps us assess and improve

Once we've reviewed your case, we'll discuss the most appropriate resolution with you. This may include a replacement box, a partial refund or a full refund, depending on the circumstances. We handle every case individually and fairly — we just ask that you're honest with us so we can keep making great brownies for everyone.

Non-Returnable Items

As a food business, the following cannot be returned or refunded under standard circumstances:

• Brownie boxes, treat boxes or any food items that have been opened or partially consumed
• Personalised or custom orders (including bespoke gift messages or custom box builds)
• Items purchased on sale or as part of a promotional offer
• Gift cards or vouchers

If you are unsure whether your item qualifies, please get in touch before returning anything. Items sent back to us without prior contact and agreement will not be accepted.

Refunds

If a refund is agreed following our review, we will process it to your original payment method within 10 business days. Please be aware that your bank or card provider may take additional time to reflect the payment in your account.

If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact us at buttybox@hotmail.com and we will investigate straight away.

Exchanges

If you would like to exchange your order for a different product, the quickest way is to raise the issue with us directly. Once we have reviewed and resolved your original order, you are welcome to place a new order for the item you'd prefer. We'll always try to accommodate where we can.

Contact Us

For any questions, concerns or issues with your order, please don't hesitate to reach out:

• Email: buttybox@hotmail.com
• Post: The Butty Box Ltd, 3 Ramillies House, Alvescot Road, Carterton, Oxfordshire, OX18 3DW

We're a small family business and we genuinely care about every order that leaves our kitchen. If something hasn't gone right, please tell us — we'd much rather sort it out and keep you as a happy customer.