The Butterfly Teacher · Customer Support
Digital Product Refund Policy
Shop with confidence. Here's how we handle refunds, accidental duplicate purchases, exchanges, and problems with digital downloads.
Shop With Confidence
We want you to feel confident purchasing educational resources from The Butterfly Teacher. Because digital resources cannot be returned once downloaded, purchases are generally final after a resource has been downloaded or accessed.
We also know that mistakes and technical problems happen. That's why we review eligible refund and exchange requests fairly, using the guidelines below.
What Qualifies
When Refunds Are Available
Eligible for Review
- Unused digital purchase: You request a refund within 14 days of purchase, and our records show the resource has not been downloaded or accessed.
- Accidental duplicate purchase or quantity: You were charged for an unintended duplicate or extra quantity. We will verify the order and refund the unnecessary charge, subject to the original purchase and any additional licenses actually intended.
- File or delivery problem: A file is incorrect, incomplete, damaged, or inaccessible and we cannot reasonably fix or replace it.
- Materially inaccurate listing: The purchased product materially differs from its description or preview.
Generally Not Eligible
- Changing your mind after downloading or accessing a working resource.
- Finding that you no longer need a resource after accessing it.
- Requests to refund a working, accessed resource because you selected the wrong grade or product, unless another exception applies.
- Requests made beyond 14 days for ordinary unused-purchase refunds or voluntary exchanges.
- Repeated or inconsistent requests that do not qualify under this policy, after individual review.
Important: The 14-day window applies to ordinary unused-purchase refunds and voluntary exchanges. We will review verified billing issues, defective resources, products that materially differ from their descriptions, and any applicable consumer rights, even when a request falls outside that window.
A Little Flexibility
Digital Resource Exchanges
Ordered the wrong grade level or selected a different resource than you intended? We may offer a one-time exchange for another resource of the same price when all of these conditions are met:
- Your exchange request is submitted within 14 days of purchase.
- The original resource has not been downloaded or accessed, based on available records and review.
- The replacement resource is the same price as the original.
- The original resource's download access can be revoked before replacement access is provided.
Exchanges are handled manually and are subject to verification and availability. An exchange does not grant a license to keep both resources.
If the requested replacement has a different price, please contact us. We may recommend a refund of an eligible unused purchase and a separate new order instead.
Your Resolution Options
Refund or Store Credit
For an approved voluntary refund, you may request a refund to your original payment method or, when available, store credit for a future purchase.
We will explain the available options when reviewing your request. Any refund legally required to be returned through a specific method will be handled according to applicable law.
Refunds to payment methods are processed through the original payment provider, such as Stripe or PayPal. The time it takes for funds to appear depends on that provider and your financial institution.
Store credit, if offered, will be issued with instructions for redemption and any applicable conditions.
Duplicate purchases: If you accidentally purchased two quantities but intended only one, we'll review the extra charge separately. Accessing your intended single copy does not automatically disqualify a verified duplicate-charge adjustment.
Discounted Purchases
Sale Prices, Coupons & Gift Cards
Sale and Discounted Purchases
If an order qualifies for a refund, the refund will be based on the amount actually paid after applicable sale prices, promotional discounts, and coupon codes.
Refunds are not calculated using a product's original regular price when a discount was applied at checkout.
Promotional Coupons and Welcome Gifts
The Butterfly Teacher may offer promotional gifts, welcome credits, and discount codes to eligible customers and email subscribers.
These offers may be described as welcome gift cards or promotional credits, including our subscriber welcome gift, even when redeemed through a coupon code.
When a promotional code reduces the purchase price, the promotional discount is not treated as a cash payment and does not have a refundable cash value.
If an eligible order is refunded, the refund generally covers the amount the customer actually paid after the promotional discount. Expired, single-use, or previously redeemed promotional codes are not automatically reissued or reinstated following a refund.
Gift Cards and Store Credit
When an order is paid using a gift card with an existing monetary balance, an eligible refund will generally be restored to that gift card or its associated balance, where the payment system supports it.
If an order was paid using a combination of gift card funds and another payment method, the eligible refund will generally be allocated according to the amounts originally paid through each method.
Purchases made using store credit will generally be refunded as store credit rather than cash. The refund method may depend on the type of credit issued and its original conditions.
Refund methods are subject to payment-processing capabilities, applicable gift card terms, and consumer protection laws.
Refund Amounts
Approved refunds will not exceed the eligible amount paid for the refunded products, including any applicable taxes that must be returned under the law.
Example: If a resource regularly costs $20 but you use a $5 promotional welcome code, your purchase total is $15 before any applicable taxes. If the purchase qualifies for a full refund, the refundable purchase amount is $15, not the original $20 price.
We're Here to Help
How to Request a Refund or Exchange
Contact us
Use our Contact page and include "Refund or Exchange Request" in the subject line.
Share your order details
Include your order number, purchase email, product name, what happened, and whether you prefer a refund or store credit.
We'll review it
We'll check the order and download records, investigate any reported issue, and explain the available resolution.
We may ask for additional information to confirm an order or troubleshoot a file. For eligible refunds or exchanges, download permissions may be adjusted or revoked as appropriate.
We may decline requests that do not qualify or show evidence of misuse, while honoring any rights required by law.
Contact Customer SupportQuick Answers
Frequently Asked Questions
What if I haven't downloaded my resource?
You may request a refund within 14 days of purchase if our records indicate the resource has not been downloaded or accessed, subject to verification and applicable law.
What if I accidentally purchased two copies?
Contact us with your order number. We can review the duplicate quantity or order and refund any verified unnecessary charge. This is separate from your intended single-copy purchase.
What if I downloaded the wrong grade level?
If you have not downloaded or accessed the resource and are within 14 days, you may qualify for an equal-price exchange.
If it has been accessed, the purchase is generally final, but you can still contact us about a verified product issue.
What if my file won't open or is missing pages?
Contact us with the product name, order number, and a description of the problem. We'll try to provide a working file or correct the issue.
If we can't reasonably resolve a verified problem, a refund may be available.
Can I choose store credit instead of a refund?
For an approved voluntary refund, you may request store credit if that option is available, or a refund to your original payment method. Applicable legal requirements take precedence.
Will I receive the regular price if I bought on sale?
No. Eligible refunds are based on the amount actually paid after applicable discounts, rather than the original regular price.
What happens if I used a welcome gift or coupon?
Promotional codes reduce the purchase price but do not have a refundable cash value. If your order qualifies for a refund, we generally refund the amount you paid after the discount.
Promotional codes are not automatically reinstated after a refund.
Does this apply to TPT purchases?
No. Purchases made through third-party marketplaces, including Teachers Pay Teachers, are subject to the refund rules and procedures of the platform where you purchased the resource.
Contact that marketplace for purchase-specific assistance.
Additional Information
A Few Important Details
Digital Products and Downloadable Access
Our products are delivered electronically and usually become available after a completed purchase. Because digital content cannot be physically returned, successfully delivered and accessed resources are generally nonrefundable unless a qualifying exception or legal right applies.
Marketplace Orders
This policy is for purchases made directly through thebutterflyteacher.com. Orders placed through TPT or another marketplace are governed by that marketplace's applicable refund process and terms.
Unauthorized Transactions and Payment Disputes
If you believe a purchase was unauthorized, contact us promptly and your payment provider as appropriate.
We may request information to verify the transaction and will follow applicable payment-provider processes and legal requirements.
Your Legal Rights
Nothing in this policy excludes or limits non-waivable consumer rights or remedies under applicable law. Where the law provides greater protection, those rights apply.
Policy Updates
We may update this policy for future purchases. The version applicable to an order generally depends on the terms presented at the time of purchase and applicable law. Changes will not automatically remove rights granted under an earlier transaction.
For permitted use and licensing of our educational resources, please read our Product Terms of Use .