Return Policy
Shipping Policy
Cancellation Policy
Return Policy and 30-Day Money-Back Guarantee
At Butterfly Network, we are committed to ensuring your satisfaction with every purchase. That’s why we offer a comprehensive return policy and a 30-day money-back guarantee on all eligible items. If you are not completely satisfied, we are here to make the return process easy and straightforward.
Eligibility
We offer a 30-day money-back guarantee on all eligible products. If, for any reason, you are not satisfied with your purchase, you can return it within 30 days of the delivery date for a full refund.
- Items must be returned in their original condition and with all packaging and accessories included.
- Refunds will be issued back to the original payment method.
How to Initiate a Return
-
Contact Us
- Reach out to our Client Support team at support@butterflynetwork.com to start the return process.
- Provide your order number and reason for the return.
-
Prepare Your Item for Return
- Ensure the item is in its original condition, with all packaging and accessories included.
-
Return Shipping
- We will provide a prepaid return shipping label.
Refunds:
- Once we confirm receipt of your return, we will initiate processing of your refund.
- Approved refunds will be processed within 7 - 10 days to your original payment method.
- Credit card refunds will be credited to the credit card used for the purchase.
- Affirm and Klarna refunds will be credited to the associated Affirm or Klarna account.
Exchanges:
- We offer free exchanges for the same model, depending on stock availability. Initiate an exchange by contact the Client Support team at support@butterflynetwork.com.
Damaged or Defective Items:
If your item arrives damaged or defective, please contact us immediately at support@butterflynetwork.com with a photo of the issue. We will arrange for a replacement or a full refund, including any shipping fees.
Late or Missing Refunds:
If you haven’t received your refund:
- Check your bank account or payment method.
- Contact your credit card company or bank, as processing times can vary.
- If you’ve completed these steps and still haven’t received your refund, please contact us at support@butterflynetwork.com.
Exceptions & Exclusions:
- Products that show signs of excessive use or damage may not qualify for a full refund under the 30-day money-back guarantee.
- Only purchases made directly from Butterfly Network are eligible for the 30-day money-back guarantee.
- Butterfly Network does not accept return requests outside of the 30-day money-back-guarantee.
If you have any questions about our return or 30-day money-back guarantee policy, don’t hesitate to reach out to us at support@butteflynetwork.com. We’re happy to help!
Shipping Policy
At Butterfly Network, we aim to provide you with fast and reliable shipping to ensure your orders arrive on time. Please read the following information to understand our shipping procedures, rates, and delivery times.
Shipping Options
-
Standard Shipping
- Delivery Time: 5 - 7 business days, unless otherwise noted in the ‘estimated delivery’ on the checkout screen.
- Cost: Calculated at checkout based on order size and shipping location.
-
Express Shipping
- Express shipping is not generally available. Have an extenuating circumstance that requires your order to be delivered sooner? Contact us at support@butterflynetwork.com and we’ll see what we can do.
-
International Shipping
- Customs Duties: Unless noted otherwise on the quote, Butterfly Network is responsible for any customs duties, taxes, or fees imposed by the destination country.
Processing Time
- Orders are typically processed within 1 business day of order finalization. If you notice an issue with your address, contact us at support@butterflynetwork.com within an hour of submitting your order so we can help.
- Orders placed on weekends or holidays will be processed the next business day.
- During peak periods (e.g., holidays, sales events), processing times may be longer. We will notify you if any delays are expected.
Order Tracking
- Once your order is shipped, you will receive a confirmation email with a tracking number. You can track your package via the shipping provider’s website.
Shipping Restrictions
- We currently ship to the list of countries outlined here.
- We do not ship to P.O. boxes or certain remote areas. If you’re unsure whether we can ship to your location, please contact us at support@butterflynetwork.com before placing your order.
Shipping Delays
- Butterfly Network is not responsible for delays caused by weather, natural disasters, or carrier-related issues or any other issues beyond our control.
- If your order is delayed beyond the estimated delivery window, please contact us, and we will assist in locating your package.
Lost or Stolen Packages
- If your package is lost or stolen, please contact us at support@butterflynetwork.com as soon as possible. We will attempt to work with the shipping carrier to resolve the issue. Please note, Butterfly Network is not responsible for stolen packages and the buyer may be required to work directly with the carrier to file an insurance claim as needed.
Shipping to Multiple Addresses
- If you would like to ship items to multiple addresses, please place separate orders for each destination.
Shipping Cost for Returns
- Return shipping costs are covered by Butterfly Network for defective, incorrect items, or when our 30-day money-back-guarantee is invoked. For all other returns, please refer to our Return Policy.
Cancellation Policy
Order Cancellation Terms:
- Hardware Order Cancellations: Once an order is processed, we are unable to cancel it. You may, however, return the product for a full refund. Please refer to the Return Policy.
- Software Membership Cancellations: Software memberships can be canceled at any time, but no refunds will be provided for past or current billing periods, per the conditions of the contract. To avoid any charges for the upcoming billing period, cancellations ought be made at least 60 days prior to the next billing cycle
- To cancel a software order: manage your subscription yourself by logging in to the Butterfly Network store utilizing the instructions outlined here. Alternatively, reach out to the Client Support team to request cancellation by emailing us at support@butterflynetwork.com. All cancellations must be made at least 60 days before the next billing cycle to avoid charges for the upcoming period.
If you have any questions regarding your order or our cancellation policy, please contact us at support@butterflynetwork.com, and we’ll be happy to assist you!