Refund policy

Returns and Refunds

You have the right to cancel an online order within 14 days of receiving it. After notifying us, you have a further 14 days to return the item.

To request a return, please email hello@willows-den.co.uk with your order number. We will then provide the return instructions and return address. Please contact us before sending anything back.

Items must be returned unused and in their original condition and packaging. For change-of-mind returns, you are responsible for the return postage cost. We recommend using a tracked postal service.

Once we receive your return, we will inspect it and issue any refund due within 14 days. Refunds will be made to your original payment method. We will refund the item price and the cost of standard delivery. Any additional cost paid for an upgraded delivery service will not be refunded. We may reduce the refund if an item has been handled beyond what is reasonably necessary to inspect it.

Damaged, Faulty or Incorrect Items

Please email hello@willows-den.co.uk as soon as possible with your order number and photographs of the problem. We will arrange an appropriate replacement or refund and cover reasonable return costs where applicable.

Exceptions

Personalised or custom-made products cannot be returned because of a change of mind unless they are faulty or not as described.

This policy does not affect your statutory rights.