Subject to Australian Consumer Law, our return and refund policy is as follows:
- No refunds will be provided on Goods which are specifically marked as “no return basis”, including cosmetics and special order items.
- A request to return Goods to receive a refund or credit must be made within 7 days of the delivery of the Goods. All Goods must be returned in order to receive a refund or credit, including any defective Goods.
- You must make a request for a return by contacting us at info@willowholisticsco.com.au and complete a return authorisation form.
- Goods to be returned must be sent back to us within 14 days of your receipt of the Goods.
- You are responsible for covering the cost of returning any Goods, unless the Goods are being returned due to an error on our part or the Goods were received by you in a damaged or defective state.
- You are responsible for ensuring Goods returned are suitably packaged for its return.
- You acknowledge that Goods will not be accepted for a return and a refund or credit will not be issued if the Goods are not deemed (at our absolute discretion) to be in the condition it was when delivered to you. This includes Goods which are returned damaged due to your actions or your negligence in packaging the Goods.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@willowholisticsco.com.au.
Sale items
Only regular priced items may be refunded. Sale items maynot be refunded.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
You will be responsible for paying for your own shipping costs for returning your item. You will be refunded this shipping cost if item is faulty. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.