Refund and Return Policy

Refund and Return Policy

At Willow & Mae, we are committed to providing a fair, considerate, and solution-focused shopping experience. We aim to find a practical and satisfactory resolution for both our customers and our store.

By placing an order with Willow & Mae, you acknowledge and agree to the following Refund and Return Policy.

1. Our Approach to Returns

Before arranging a return for a full refund, our customer support team may offer an alternative solution, such as:

  • A replacement.

  • Store credit.

  • A partial refund.

These options can provide a faster resolution while reducing unnecessary shipping and its environmental impact.

Many issues can be resolved without requiring a return. We will always act in good faith and aim to offer the most convenient and appropriate solution for your situation.

2. Partial Refund Option – Keep the Product

If you are not completely satisfied with your product, we may offer you a partial refund while allowing you to keep the item.

This option can help you avoid return shipping costs, reduce environmental impact, and save time. In many cases, it is the fastest and least complicated way to resolve an issue.

The amount of any partial refund will be determined based on the individual circumstances and must be agreed upon by both the customer and Willow & Mae.

3. Returns for a Full Refund

If you do not wish to accept a partial refund, replacement, or store credit, you may request to return the product for a full refund.

The following conditions apply:

  • The product must be unused, unworn, and in its original condition.

  • A return request must be submitted within 30 days of receiving the product.

  • The customer is responsible for all return shipping costs, unless the product is faulty, damaged, incorrect, or otherwise covered by applicable consumer law.

  • Returned products must be sent to our designated returns warehouse in Asia.

  • Products must not be returned without first contacting our customer support team and receiving the correct return instructions and address.

Before sending the return, you must provide us with a clear photograph showing the tracking number and shipping label. Returns submitted without this evidence may not be processed.

We strongly recommend using a tracked shipping service. Willow & Mae is not responsible for returned parcels that are lost or not delivered to our designated returns address.

A refund will only be issued after the returned product has been received and inspected.

We may refuse a refund if the returned product:

  • Is not received by our returns warehouse.

  • Arrives damaged due to inadequate return packaging.

  • Has been used or worn.

  • Is no longer in its original condition.

  • Does not meet the return requirements set out in this policy.

Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer law.

4. Replacements and Refunds at No Additional Cost

We will offer a replacement or refund at no additional cost where:

  • You receive the wrong size or colour.

  • Your parcel is lost during shipping.

  • Your product is damaged during shipping.

  • Your product arrives damaged or defective.

  • You receive a product different from the one you ordered.

We may ask you to provide photographs, videos, or other reasonable evidence so that we can verify and resolve the issue.

Where a product is confirmed to be damaged, defective, incorrect, or lost, you will not be required to pay additional replacement shipping costs.

5. Products That Cannot Be Returned

For personal, hygiene, health, or safety reasons, certain products cannot be returned unless they are faulty, damaged, incorrect, or otherwise eligible for a remedy under applicable consumer law.

Non-returnable products may include:

  • Personal-use or hygiene-sensitive products.

  • Perishable products.

  • Products with a limited shelf life or expiry date.

  • Hazardous materials.

  • Flammable liquids or gases.

Please contact us before returning any product if you are unsure whether it is eligible for return.

6. Refund Processing

Once your returned product has been received and inspected, we will notify you by email of the outcome.

If your refund is approved, it will be issued to the original payment method within 30 business days.

Your bank, card provider, or payment service may require additional time to process the refund and display it in your account. This processing time is outside Willow & Mae’s control.

If more than 30 business days have passed since your refund was approved, please contact our customer support team.

Original shipping charges are non-refundable unless required by applicable consumer law or otherwise agreed by Willow & Mae.

7. Sale and Promotional Items

Products purchased during a promotional period or at a discounted price may be considered final-sale items.

Change-of-mind refunds are not guaranteed for final-sale products. However, this does not affect your rights where a product is damaged, defective, incorrect, lost during shipping, or otherwise covered by applicable consumer law.

Please review the product page and promotional conditions carefully before placing your order.

8. Order Cancellations

Orders may be cancelled within 15 minutes of being placed.

After this period, order processing may have started and we may no longer be able to cancel or change the order.

To request a cancellation, please contact our customer support team immediately and provide your order number. Submitting a cancellation request does not guarantee that the order can be cancelled if processing has already begun.

If your order cannot be cancelled, you may request a return after receiving it, subject to the conditions set out in this policy.

9. Agreement to This Policy

By making a purchase from Willow & Mae, you confirm that you have reviewed, understood, and agreed to this Refund and Return Policy.