Refund policy

Last Updated: June 12, 2026

At Willow (https://shopwillow.store/), we stand behind the quality of our skincare and personal care products. Due to the nature of our products and for the health and safety of our customers, we have established the following guidelines regarding refunds and returns.

1. Return Eligibility Window

We offer a 14-day return policy, which means you have 14 days from the date of delivery to request a return. To be eligible for a return, your item must be in the same condition that you received it: unused, unopened, and in its original packaging.

2. Hygiene and Safety Restrictions

Due to hygiene and safety reasons (especially for skincare and personal care products), returned items must be unused, unopened, and in their original packaging. We cannot accept returns for:

  • Opened or used skincare products (including but not limited to serums, toners, concentrates, and oils).
  • Opened grooming or body care products (shampoo, conditioner, body wash, and eye creams).
  • Items that have been tampered with or removed from their secondary seal.

If you are trying a product for the first time, we recommend reviewing the ingredient list or purchasing a smaller size where available, as we cannot issue refunds based on personal preference or skin sensitivity after the product has been opened.

3. Damages, Defects, or Incorrect Items

Please inspect your order upon reception. Contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right. If confirmed, we will provide an immediate replacement or a refund.

For damaged, defective, or incorrect items, we require:

  • Your order number.
  • Photographic evidence of the issue (including the product and the shipping packaging, if applicable).
  • Notification sent to our support team within 48 hours of delivery.

4. B2B, Bulk, and Hospitality Orders

For our Airbnb hosts and hotel partners purchasing bulk supplies (e.g., 2-in-1 Hair & Body Wash, bulk shampoo, or conditioner):

  • Returns on bulk orders are only accepted for unopened, full cases in original shipping cartons.
  • Partial returns of bulk sets are not permitted.
  • A 15% restocking fee may apply to bulk returns that are not due to manufacturer defect or shipping error.

5. Non-Returnable Items

Certain types of items cannot be returned, including:

  • Any item that has been opened or used (including skincare, grooming, and body care products).
  • Perishable goods.
  • Custom products (such as special orders or personalized items).
  • Personal care goods (as noted in Section 2).
  • Gift cards.
  • Items purchased during a "Final Sale" or "Clearance" event.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have (if unopened), and once the return is accepted, make a separate purchase for the new item.

7. European Union 14-Day Cooling Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging.

8. Refunds

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, your refund will be processed as a credit back to the original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we approved your return, please contact us at the address provided below.

9. Return Shipping Costs

Unless the return is due to a documented shipping error or a defective product, the customer is responsible for the cost of return shipping. Shipping costs are non-refundable.

10. Contact Information / How to Start a Return

To start a return, please contact our support team first so we can provide return instructions. Please include your order number, the item(s) you would like to return, and the reason for the return.

Willow
Email: returns@shopwillow.store
Website: https://shopwillow.store/