Refund policy
At Button and Bobbin, your satisfaction is our priority. While we do not accept returns, if there’s any issue with your order, we’re happy to offer a refund within 30 days of receiving your item.
What's covered
We offer a replacement or refund for items that arrive:
- Defective (a genuine fault in the product), or
- Damaged in transit, or
- Incorrect (you received a different item than you ordered), or
- Not delivered, once confirmed through the carrier's tracking and investigation process.
To be eligible, contact us at contact@buttonandbobbin.com within 30 days of delivery with your order number and clear photos or video showing the issue. We review every request promptly and will work to make genuine problems right.
What's not covered
Because our products are accurately described — and, where applicable, demonstrated — on our website, we are unable to offer refunds, returns, or exchanges where the item is as described and functions as intended but:
- It "didn't meet expectations," "wasn't what I pictured," or looked different than imagined;
- It "didn't suit my project, my skill level, or my intended use";
- You changed your mind, no longer want or need it, or ordered by mistake;
- You found it cheaper elsewhere;
- There is normal variation in color or appearance between your screen and the physical item;
- The issue results from not following the product instructions or from normal wear with use;
- Delivery was delayed or affected by the carrier, customs, or an incorrect or incomplete address you provided.
- These situations are not defects and are not eligible for a refund.
Returns
For most eligible claims, we do not require you to ship the item back — clear photos or video are usually enough for us to resolve it. If we do request a return, and the return is for a change-of-mind reason permitted by law (see EU/UK section), you are responsible for return shipping costs, and the item must be returned unused, in its original condition and packaging, with proof of purchase. We are not responsible for items lost or damaged in return transit; we recommend a tracked service.
Damages and issues
Please inspect your order as soon as it arrives and contact us immediately (within 30 days) if the item is defective, damaged, or incorrect. Claims for damage reported after this window, or without supporting photos, may not be eligible.
Exchanges
We do not offer direct exchanges. If you're eligible under this policy and would prefer a different item, the fastest route is a resolution of the current order followed by a new purchase.
EU & UK statutory cancellation rights
If your order is shipped to the European Union or United Kingdom, you have the right to cancel your order within 14 days of receiving it, without giving a reason, in line with applicable consumer law. To exercise this right:
- Notify us at contact@buttonandbobbin.com within 14 days of delivery;
- Return the item unused, in its original condition and packaging, with proof of purchase;
- Return shipping costs are the customer's responsibility unless the item was defective or incorrect.
Certain items are exempt from this right where permitted by law, including sealed goods opened after delivery, used consumables, personalized items, and digital content once accessed. Once we receive and inspect the returned item, we'll confirm whether the refund is approved and, if so, process it to your original payment method within 10 business days.
Before you open a dispute
If anything is wrong with your order, please contact us first at contact@buttonandbobbin.com. We resolve the large majority of issues quickly and fairly, and we'd always rather fix the problem directly than have you go through your bank. Opening a chargeback before contacting us delays resolution for everyone.