Refunds & Returns
1. Non-Returnable Items:
For hygiene and safety reasons, we do not accept returns on any cosmetic or cream products. This includes all our essential oils, handcrafted creams, soothing balms, and any other personal care items. However, if you receive a cosmetic or cream product that is spoiled or defective, please contact us within 7 days of receiving your order. We will arrange for a replacement or refund as necessary.
2. Returnable Items:
We gladly accept returns for toys and non-cosmetic products within 30 days of purchase, provided they are in their original packaging, unused, and in the same condition that you received them.
3. Return Process:
To initiate a return for eligible items, please follow these steps:
Step 1: Contact our customer service team at +27 78 874 1227 or john@willowandash.co.za with your order number and details about the product you wish to return.
Step 2: Our team will provide you with a Return Authorization Number (RAN) and detailed instructions on how to return the item.
Step 3: Ship the item back to us using a trackable shipping method. You are responsible for the return shipping costs unless the item was damaged or defective upon arrival.
4. Refunds:
Once we receive your return, we will inspect the item and notify you of the status of your refund. If approved, your refund will be processed, and a credit will be applied to your original method of payment within 7-10 business days.
5. Damaged, Defective, or Spoiled Items:
If you receive a damaged, defective, or spoiled item, please contact us within 7 days of receiving your order. We will arrange for a replacement or refund as necessary. For cosmetic and cream products, we may request a photo of the damaged, defective, or spoiled item for our records.
6. Exchanges:
We do not offer direct exchanges. If you need a different product, please return the original item (if eligible) and place a new order.
Contact Us:
If you have any questions or concerns about our return policy, please don’t hesitate to contact us at john@willowandash.co.za. We are here to help ensure your shopping experience is seamless and satisfying.