Return & Refund Policy

You are covered by this policy if:

• The item arrived damaged or defective;
• You received the wrong item, wrong size, or wrong quantity;
• The item is materially different from its listing (description or photos); or
• The order was marked delivered but you did not receive it.

Report the issue within 48 hours of delivery. Issues reported after this window are reviewed case by case and may not qualify for a refund.

• Perishable goods, including prepared food and fresh produce;
• Cosmetics, personal-care items, and undergarments that have been opened or used;
• Custom-made or made-to-order items produced to your specification;
• Digital products and completed services.

These exclusions do not apply if the item arrived damaged, spoiled, or was not what you ordered — those cases are always covered under Section 1.

1. Open a ticket on our Support page (or email blackbutterflymarket41@gmail.com) with your order number.
2. Attach clear photos of the item and packaging if the issue is physical.
3. Keep the item in the condition it arrived in — unused, with any tags or packaging — until the review is complete.
4. We review the claim with the vendor and respond within 2 business days with the outcome and next steps (return pickup, replacement, or refund).

Approved refunds are issued to your original payment method — Mobile Money or card — or as store credit if you prefer. Refunds typically reflect within 5–7 business days, depending on your payment provider. Where a return pickup is required, we arrange it through our delivery network; you will not pay return delivery costs for issues that are the vendor's or our fault.

• Before dispatch: you can cancel for a full refund by contacting Support with your order number.
• After dispatch: the order can no longer be cancelled, but you may still qualify for a return under Section 1 once it arrives.

Cancellation and rescheduling terms for service bookings are set by each vendor and shown on the service page before you book. If a vendor fails to deliver a booked service, report it through Support within 48 hours and we will review it for a refund under this policy.