Refund policy

Refund & Return Policy

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer refunds within 7 days of delivery.

Eligibility for Refunds

  • Refund requests must be made within 7 days of receiving your order.

  • The item must be unused, in its original packaging, and in the same condition as when it was delivered.

  • Personalized or custom-made items cannot be refunded unless they arrive damaged or defective.

How to Request a Refund

  1. Contact us at 060 971 3735with your order number and reason for the refund.

  2. We will review your request and, if approved, provide instructions for returning the item.

Refund Process

  • Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to your original method of payment within 5–7 business days.

  • Shipping costs are non-refundable, except in cases of damaged or incorrect items.

Exchanges

  • We currently do not offer direct exchanges. If you wish to exchange an item, please request a refund and place a new order.

Damaged or Defective Items

  • If your item arrives damaged or defective, please contact us immediately at 060 971 3735 or email hello@willowandwarescollective.co.za with photos of the issue. We will provide a full refund or replacement at no extra cost.

Shipping Returns

  • Customers are responsible for return shipping costs unless the item is damaged or incorrect.