Refund policy

The Highly Recommended Pty Ltd trading as Butter Sweet (the "Site", "we", "us", or "our")
Last updated: 29 January 2025

Refund Policy

Unfortunately, due to the nature of our products (food items), they are unable to be returned or exchanged due to change of mind or difference in taste/product preference. Gift cards are also unable to be returned or exchanged. 

Further, we do not issue refunds for orders that go missing after delivery has been accepted, or after the delivery has been left unattended at the delivery location with the express authority of the buyer or recipient to do so.

Exceptions

There are other certain situations where full or partial refunds will be granted: 
•    Where Butter Sweet fails to, or is unable to, deliver the order despite full payment being made, and correct delivery instructions being provided by the buyer (i.e. Seller fault).
•    Where a product is delivered that is not the product that was ordered, and which was not amended or substituted following discussion between the buyer and Butter Sweet, and agreement by the buyer to the amendments or substitutions. This excludes any product that includes an express description stating that Butter Sweet may make amendments or substitutions as necessary, from time to time. 
•    Where an item from an order is missing or seriously damaged, such that the product is not fit for purpose or inedible. This excludes minor marks, dents or tears to packaging. 

For the latter two situations, you must provide photographic evidence with your refund request.

How to request a refund

Please email all refund requests, with supporting evidence, to Butter Sweet at hello@buttersweet.com.au. We will confirm receipt of your request, and open an investigation for your request. Once we have reviewed your request, you will be advised of the outcome, in writing, with clear reasons for our decision. 

If your refund request is approved, and appropriate refund amount will be processed, and a credit will be automatically applied to your credit card or original method of payment. Please allow some time for this refund to process. If you haven’t received a refund within seven days of notification of a refund being provided, first check your bank account again, then contact your credit card company or financial institution, as it may take some time before your refund is officially posted to your account. If you have done all of this, and you still have not received your refund, please contact us via email at hello@buttersweet.com.au.

Cancellation Policy

We understand that sometimes circumstances can rapidly change, and a cancellation may be the only option. 

Your order can be cancelled at any time prior to delivery and possession by the recipient, however, a refund will not always be possible. To be eligible for a full or partial refund, please email us at hello@buttersweet.com.au at least 24 hours prior to the scheduled delivery date for your order.

Cancellation and administration fee

Cancellation requests will typically be subject to a cancellation and administration fee of AUD$10.00. This fee may be waived at our discretion. 

The cancellation and administration fee of AUD$10.00 covers the loss of print materials used in the preparation of your order that cannot be reused by our business (e.g. cards with your message to the recipient, printed material specific to your order).

Full refund

The fee is typically waived when cancellation requests are received shortly after an order has been placed. In this instance, we have not yet undertaken work to prepare print materials for your order, and thus the cancellation and administration fee is not applicable. Where this occurs, Butter Sweet will provide a full refund. Please allow some time for this refund to process.

Partial refund

Cancellation requests will be subject to the cancellation and administration fee of AUD$10.00, and therefore eligible for a partial refund (i.e. the cost of your order, less then cancellation and administration fee), where those cancellation requests are received before 3pm AEDT on the day prior to the scheduled delivery day for your order. 

No refund to be granted

Unfortunately, orders cancelled after 3pm AEDT on the day prior to the scheduled delivery day for your order are ineligible for refund. This includes any order cancelled whilst enroute for delivery, including any requests to delay delivery to a future date.

Contact information

If you have any questions about our refund or cancellation policies, please contact us on 0432 114 566 or email us at hello@buttersweet.com.au.