Return & Refund Policy

Please read this policy carefully before making a purchase. By placing an order on our website, you agree to the terms outlined below.

Return Eligibility

Return Period

You may request a return within 30 days of receiving your order.

Unfortunately, we cannot accept returns or offer refunds after this 30-day period.

Return Conditions

To be eligible for a return, your item must:

  • Be unused

  • Be in its original packaging

  • Be in the same condition in which it was received

For products where hygiene is important, the item must be thoroughly cleaned before the return process begins.

Items Not Eligible for Return

For hygiene and safety reasons, we cannot accept returns for:

  • Underwear

  • Lingerie

  • Opened or unsealed hygiene products

  • Any other product that cannot be resold for health or hygiene reasons

Damage Caused by Use

Our return policy does not cover damage resulting from:

  • Misuse

  • Negligence

  • Improper handling

  • Normal wear and tear

Only manufacturing defects or products that arrive damaged or incorrect are covered.

How to Request a Return

To start a return, please contact us at:

(hello@willowandvale.nz)

Please include:

  • Your order number

  • The reason for your return

  • Photos of the item if it is damaged or incorrect

  • Your contact information

Our support team will provide further return instructions.

Refund Process

Once we receive and inspect your returned item, we will notify you by email whether your refund has been approved or rejected.

If approved, your refund will be issued to your original payment method within 30 days.

Delayed or Missing Refunds

If you have not received your refund after 30 days, please:

  • Check your bank account or credit card statement.

  • Contact your payment provider, as processing times may vary.

  • If you still have not received your refund, please contact us at (hello@willowandvale.nz).

Return Shipping Costs

Unless the item is defective or incorrect, customers are responsible for all return shipping costs.

  • Return shipping costs start at $25, depending on your location and shipping provider.

  • We recommend using a trackable shipping service.

  • We are not responsible for returns that are lost or damaged during transit.

Return Address

All approved returns must be sent to our return facility in Asia. The exact return address will be provided after your return request has been approved.

Defective or Incorrect Products

If you receive a defective or incorrect item:

  • We will send you a replacement free of charge.

  • If the replacement also arrives defective or incorrect, you may choose to receive a full refund.

Order Cancellation

Orders may only be cancelled within 12 hours of being placed.

After this period, orders enter our automated fulfillment process and can no longer be cancelled. If your order has already been processed or shipped, you may request a return after delivery in accordance with this Return & Refund Policy.

Contact Us

If you have any questions regarding this policy, please contact us at:

(hello@willowandvale.nz)