Refund policy

We want customers to understand the return process before purchasing. This policy applies to eligible purchases made through willowora.shop and delivered within the contiguous 48 United States.

Return window

You may request a return within 30 calendar days after the carrier records the order as delivered. To begin a return, contact support@willowora.shop before sending any item. Unauthorized returns may be refused or delayed.

Return eligibility

To qualify, an item must be unused, unassembled unless assembly was necessary to identify a defect, in resalable condition, and returned with all components, hardware, instructions, accessories, and original packaging where reasonably available. Proof of purchase is required.

Items showing misuse, accidental damage, excessive wear, modification, improper assembly, or missing parts are not eligible.

Final sale or clearance items marked nonreturnable before purchase are not eligible, except where required by law.

Gift cards, if offered, are nonreturnable except where required by law.

Damaged, defective, or incorrect items

Inspect the shipment promptly. If an item arrives damaged, defective, incomplete, or incorrect, contact us within 7 calendar days after delivery and include the order number, a description of the issue, photographs of the product and packaging, and photographs of the shipping label. Do not discard packaging until we respond. We may provide replacement parts, a replacement product, or a refund depending on the circumstances.

Return shipping and authorization

Approved returns must be sent to the return location provided in our authorization instructions. Our current business and return address is 2200 E Norris St #1906, Philadelphia, PA 19125, United States. Do not ship a return until we confirm the address and method. For a change-of-mind return, the customer is responsible for return shipping costs and any carrier surcharges. If we confirm that the item was damaged, defective, incomplete, or incorrect when delivered, Willowora will provide an appropriate return or replacement solution at no additional standard shipping cost.

Refunds

After we receive and inspect an approved return, we will notify you of the decision. Approved refunds are issued to the original payment method. Original expedited shipping charges, if any, are not refundable unless the return results from our error. Banks and payment providers may require additional time to post a refund. We do not charge a restocking fee for an eligible return that follows this policy.

Exchanges and cancellations

We do not process direct exchanges. Return the eligible item for a refund and place a new order. Cancellation rules are described in our Cancellation Policy.