Refund policy

Right of withdrawal (14-day cooling-off period)

As a consumer, you have the right to withdraw from your purchase within 14 days of receipt, without giving any reason. This cooling-off period begins the day after you receive the product.

Conditions for returns

To process your return, the product must be in the same condition as when you received it: unused, in its original packaging and, where applicable, with any accompanying CITES documents, rings or certificates included. Given the fragility of our products (mounted butterflies, insects and taxidermy), we ask you to package the item extra carefully when returning it.

How do you start a return?

Before sending anything back, please contact us first at info@mariposabutterflies.com, quoting your order number. We will then let you know how and where to safely send the product back.

Cost of returning

The cost of returning the item is the customer's responsibility, unless the product is damaged or incorrectly delivered. Given the fragility of our products, we recommend using a shipping method with tracking and adequate protection.

Refund

As soon as we have received and checked your return, we will let you know. For a valid return, the purchase amount (including the original standard shipping costs, excluding any extra costs for a faster delivery method) will be refunded within 14 days to the same payment method you used for the purchase.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to products made to your specifications or of a clearly personal nature, such as the custom frames and display domes made to order via our "Custom Orders". Products that cannot be returned due to their nature, or that can spoil or age quickly, are also excluded from the right of withdrawal.

Damaged, defective or wrongly received?

Please check your order upon receipt, and in the event of damage, a defect or an incorrectly delivered product, contact us straight away at info@mariposabutterflies.com so we can resolve this for you.

Complaints and disputes

Can't reach a resolution with us? You can use the European Commission's Online Dispute Resolution platform via ec.europa.eu/consumers/odr.