Refund Policy

Last updated: 23 April 2026

At Butter & Spice, we take pride in the quality of our food. If something is not right with your order, we want to make it right. Please read our refund policy below.

1. Food Orders — General Policy

As all our products are freshly prepared food items, we are unable to accept returns once an order has been prepared and collected or delivered. All sales are final upon collection or delivery unless there is a genuine issue with your order (see below).

2. Eligible Refund Situations

You may be eligible for a full or partial refund in the following circumstances:

• Wrong item received: You received an item different from what you ordered
• Missing items: Part of your order was missing at the time of collection or delivery
• Quality issues: The food was spoiled, inedible or significantly below standard upon receipt
• Duplicate charge: You were charged more than once for the same order

Refund requests must be raised within 24 hours of receiving your order.

3. Non-Refundable Situations

Refunds will not be issued in the following cases:

• Change of mind after the order has been prepared
• Incorrect order details submitted by the customer (e.g. wrong delivery address, wrong items selected)
• Delays caused by circumstances outside our control (e.g. traffic, weather)
• Requests made more than 24 hours after delivery or collection

4. How to Request a Refund

To request a refund, please contact us within 24 hours of your order:

• Email: hello@butterandspice.sg
• Please include your order number, a brief description of the issue, and a photo if applicable

We will review your request and respond within 2 business days.

5. Refund Processing

Approved refunds will be returned to the original payment method:

• Credit/debit card (Stripe): 5–10 business days depending on your bank
• We will notify you by email once the refund has been processed on our end

6. Contact Us

For any questions about our refund policy, please reach out to us at hello@butterandspice.sg. We are happy to help.