Returns, Refunds, and Defective Products Policy

Last Updated: July 21, 2026

This Policy applies to purchases made from buttermasterr.com and should be read together with any product-specific warranty or terms displayed at the time of purchase.

Nothing in this Policy limits any mandatory consumer right that cannot legally be excluded. If the law where you live gives you stronger rights than this Policy, those rights will apply.

1. Start a Return or Claim

Before sending any product, email [email protected] with:

• Your full name and order number
• The product you want to return or the problem you are reporting
• The date the product was delivered
• Clear photographs or video if the product is damaged, incorrect, or allegedly defective

We will review the request and provide the correct return instructions and return address. Do not send a product to our business address, manufacturer, or warehouse without written instructions from us. An unauthorized return may be delayed, refused where legally permitted, or returned to the sender.

2. Our Voluntary Change-of-Mind Return Policy

Unless mandatory law provides otherwise, you may request a change-of-mind return within 14 days after delivery only if the product is unused, unmodified, complete, and in its original saleable condition with its original packaging, labels, accessories, and any included items.

Training Mats

We do not accept a voluntary change-of-mind return after a training mat has been used. A mat is considered used if, for example, it has been trained or ridden on, stood on while wearing a snowboard or bindings, marked, stained, cut, damaged, contaminated, or otherwise changed from its new condition.

You may carefully open the package and visually inspect the mat. If you want to return it, do not train on it or test it with a snowboard or bindings.

Snowboards

We do not accept a voluntary change-of-mind return after a snowboard has been used or modified. A snowboard is considered used or modified if it has been ridden on snow or another surface, mounted with bindings, drilled, altered, detuned, damaged during waxing or tuning, or otherwise changed from its new condition.

You may carefully open the packaging and visually inspect the snowboard. Choosing the wrong size, preferring a different flex, or changing your mind after riding is not a manufacturing defect.

Apparel, Protection Products, and Other Physical Goods

Unless mandatory law provides otherwise, these items must be unworn other than a careful indoor fitting, unwashed, unaltered, clean, complete, and returned with their original tags and packaging. Hygiene-sensitive products may be non-returnable after a hygiene seal has been opened where the law permits.

3. Mandatory Cancellation Rights

The voluntary rules above do not replace mandatory cancellation rights.

Consumers in Israel

Eligible distance-sale transactions may be cancelled within the period and on the conditions provided by the Israeli Consumer Protection Law. Where the law permits cancellation after a product has been used, ButterMasterr will honor that right.

For a change-of-mind cancellation, we may charge the cancellation fee permitted by law—currently up to the lower of 5% of the transaction price or ILS 100—and may pursue or deduct compensation where the product’s value has decreased because its condition materially deteriorated, to the extent permitted by law.

For a change-of-mind cancellation, the customer is responsible for returning the product at the customer’s cost, as permitted by law.

If cancellation is due to a defect, non-conformity, failure to supply on time, or another breach by ButterMasterr, no cancellation fee will be charged and return costs will be handled as required by law.

Longer statutory cancellation periods may apply to certain consumers, including persons with disabilities, senior citizens, and new immigrants, when the legal conditions are met.

Consumers in the EEA or United Kingdom

Where the statutory withdrawal right applies, you generally have 14 days after receiving the goods to notify us that you are withdrawing. After notifying us, you generally have a further 14 days to send the goods back.

You may inspect the goods only as you reasonably could in a physical store. If you handle or use a mat, snowboard, or other product beyond what is necessary to establish its nature, characteristics, and functioning, we may deduct the resulting diminished value from the refund to the extent permitted by law.

For a change-of-mind withdrawal, you are responsible for the direct cost of returning the goods. We will refund the standard outbound delivery charge where required, but not the extra cost of an upgraded or express delivery method.

We may withhold the refund until we receive the goods or acceptable evidence that they were sent back, as permitted by law.

Other Countries

Where local law provides a mandatory cancellation, cooling-off, warranty, or refund right, we will honor it. Otherwise, our voluntary policy in Section 2 applies.

4. Return Shipping and Condition

For an approved change-of-mind return:

• The customer pays return shipping, insurance, customs charges, taxes, brokerage fees, and other return costs, except where mandatory law requires otherwise.
• The product must be securely packaged to avoid damage in transit.
• The customer bears the risk of loss or damage until the return reaches the address we provided, except where mandatory law provides otherwise.
• We strongly recommend using tracked and insured shipping.
• Any customs declaration should accurately identify the parcel as returned merchandise. Charges caused by an incorrect declaration may be deducted where legally permitted.

Original shipping charges are not refundable except where mandatory law requires a refund. If mandatory law requires us to refund outbound delivery, the refund is limited to the least expensive standard delivery option offered for the order.

5. Inspection and Refund Timing

We inspect returned products after receipt. A voluntary return that does not meet the conditions in this Policy may be refused and sent back to the customer at the customer’s cost where the law permits.

Approved refunds are issued to the original payment method. We aim to process them promptly and will always do so within the time required by applicable law. Your bank or payment provider may need additional time to post the refund.

We are not responsible for differences caused by currency conversion, exchange-rate movements, or payment-provider fees, except where applicable law requires otherwise.

6. Incorrect, Damaged, or Defective Products

If we sent the wrong product, the parcel arrived damaged, or you believe the product has a manufacturing defect, contact us as soon as reasonably possible.

For visible shipping damage, please contact us within 48 hours where practicable and keep the product, packaging, shipping label, and all included materials while we investigate. A delay in reporting does not remove any mandatory statutory right.

We may request photographs, video, measurements, proof of purchase, the product’s serial or identifying details, and other reasonable information needed to assess the claim. We may also require the product to be returned for inspection.

If we confirm that the product was incorrect, damaged before delivery, or affected by a manufacturing defect covered by applicable law or an applicable product warranty, we will provide an appropriate remedy.

Depending on the circumstances and applicable law, this may be repair, replacement with the same or an equivalent product, or a refund. For a confirmed manufacturing defect for which replacement is the appropriate remedy, the replacement and reasonable shipping costs will be paid by ButterMasterr.

If the same model, size, or design is unavailable, we may offer an equivalent replacement, wait for restock with your agreement, or issue a refund where appropriate or legally required.

7. What Is Not a Manufacturing Defect

Unless mandatory law provides otherwise, a manufacturing-defect claim does not cover:

• Normal wear and tear or expected cosmetic changes from use
• Scratches, chips, cuts, stains, compression, dirt, or damage caused after delivery
• Damage caused by impact, collision, rocks, rails, sharp snowboard edges, bindings, misuse, accidents, excessive force, or use outside the product’s intended purpose
• Damage caused by incorrect assembly, binding installation, drilling, alteration, repair, tuning, waxing, cleaning, folding, storage, heat, moisture, or transport
• Deterioration caused by failure to follow product instructions or reasonable care requirements
• Theft, loss, or damage caused by another person or a carrier selected independently by the customer
• Minor cosmetic variation that does not materially affect product function
• Dissatisfaction with snowboard size, flex, appearance, performance preference, or riding feel when the product matches its description and is not defective

Use of a product does not automatically invalidate a genuine manufacturing-defect claim. We assess whether the problem was caused by manufacturing or by use, wear, impact, modification, or another excluded cause.

8. Workshops and In-Person Training Services

Workshop bookings reserve a limited place for a specific date or series of dates. Nothing in this section limits a mandatory cancellation right under applicable consumer law.

Cancellation by the Participant

To request cancellation, email [email protected] and include the participant’s name, order number, and workshop date.

For eligible online bookings by consumers in Israel, the statutory rules for distance-sale services, leisure services, classes, or courses will apply according to the legal classification of the workshop and the circumstances of the booking.

This may include a right to cancel within 14 days after the transaction or receipt of the required written disclosure, subject to the legally required minimum period before the workshop begins.

Where permitted by law, we may charge a cancellation fee of up to the lower of 5% of the transaction price or ILS 100.

After the applicable statutory cancellation period has expired, workshop fees are non-refundable for a change of mind, scheduling conflict, late arrival, failure to attend, or departure during the workshop, unless the booking terms displayed at purchase expressly provide otherwise or we agree in writing to a transfer or rescheduling.

Any voluntary transfer to another participant or workshop date requires our prior written approval and is subject to availability.

If a booking covers a multi-session workshop and the participant cancels after the program has begun, completed sessions are non-refundable. Any right to cancel the remaining sessions, and any amount payable for services already provided, will be determined by mandatory law and the written terms presented at purchase.

Cancellation or Material Change by ButterMasterr

If ButterMasterr cancels a workshop, the customer may choose, where reasonably available, between a place on a replacement date and a refund of the amount paid for the cancelled workshop.

If we make a material change to the workshop date and the customer cannot reasonably attend the replacement date, we will provide a refund as required by law.

We are not responsible for the participant’s separate travel, accommodation, equipment, or other indirect costs, except where applicable law requires otherwise.

If an event outside our reasonable control makes the workshop unsafe or impracticable, we may postpone or relocate it and will provide the remedies required by applicable law.

Participation and Removal for Safety

A participant who is removed, or chooses not to participate, because they do not follow reasonable safety instructions, materially disrupt the workshop, or arrive without equipment or requirements clearly disclosed before purchase is not entitled to a refund except where mandatory law provides otherwise.

This does not affect rights arising from a failure by ButterMasterr to provide the service as described.

9. Digital Products, Courses, and Community Access

Subject to mandatory law, digital courses, downloads, memberships, and community access are non-refundable after access, streaming, download, or delivery has begun with the customer’s consent.

Where EEA or UK law applies, immediate access to digital content may require your express consent to begin supply during the withdrawal period and your acknowledgment that the withdrawal right may be lost once supply begins.

If the required consent or acknowledgment was not obtained, your statutory rights remain unaffected.

If digital or community access was included with a physical product that is returned for a refund, the related access may be cancelled.

If a bundle is only partly returned, the refund may be recalculated based on the regular price of the items or benefits kept, to the extent permitted by law.

10. Pre-Orders and Order Cancellations

Contact us immediately if you want to cancel a pre-order or an order that has not yet shipped.

If the order has already been processed, packed, transferred to fulfillment, or dispatched, we may be unable to stop it and the applicable return process will apply.

Nothing in this section limits a mandatory cancellation or withdrawal right.

11. Refused, Unclaimed, or Undeliverable Parcels

If a parcel is refused, left unclaimed, or returned because the address, telephone number, tax information, or delivery information supplied by the customer was incomplete or incorrect, we may deduct the actual return shipping, storage, customs, duties, brokerage, and re-shipping costs from any refund where permitted by law.

A refund, if due, will normally be considered only after the parcel is returned to and processed by our designated facility.

This section does not apply where delivery failed because of our breach or where mandatory law provides otherwise.

12. Bundles, Gifts, and Promotional Items

All products, accessories, and promotional gifts included with a returned order must also be returned unused and in the required condition.

If an item or benefit is kept, we may deduct its stated or reasonable value or recalculate the bundle discount where permitted by law.

13. Contact

For returns, refunds, delivery problems, or defect claims:

ButterMasterr — Yotam GT
Email: [email protected]
Business address: Yarmouk 30, Tel Mond, Israel

Do not mail a return to this address unless we have confirmed it in writing for your specific return.