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Refund policy

At Willow Collective, we strive to ensure your complete satisfaction with every purchase. However, we understand that there may be instances where you may need to return a product. Please review our returns policy below to understand your options:


  1. **Faulty Products**: In the rare event that you receive a faulty product, we apologize for any inconvenience caused. You have the option to choose between a full refund on the item or exchange for store credit equal to the product value. Please contact our customer service team within 7 days of receiving the faulty product to initiate the return process. We may require photographic or physical evidence of the fault for assessment.


  1. **Personal Preference/Change of Mind**: If you decide that the product is not suitable for your needs or simply change your mind, you may return the item for store credit equal to the product value. Please note that the item must be returned in its original condition, unused, and in its original packaging. You are responsible for the return shipping costs. Contact our customer service team within 7 days of receiving the product to request a return.


Return Process


- Contact our customer service team at help@willowcollective.co.nz to initiate a return request. Please provide your order number and details of the product you wish to return.

- Once your return request is approved, you will receive instructions on how to return the item.

- Upon receipt of the returned item, we will inspect it to ensure it meets our return policy criteria.

- If the return is approved, we will issue your refund or store credit within 3 business days.


**Important Notes**:


- Items returned without prior approval may not be accepted.

- Returns that do not meet our policy criteria may be subject to a restocking fee or refusal.

- Customised or personalised items are not eligible for return.


For any further questions or assistance regarding our returns policy, please contact our customer service team at help@willowcollective.co.nz Thank you for shopping with Willow.