Return policy

Refund & Return Policy

Willow & Pine

Order Confirmation & Policy Agreement

By placing an order on the Willow & Pine website, you confirm that you have read, understood, and agreed to this Refund & Return Policy.

Completing a purchase means that you:

  • Have reviewed and accepted our return conditions and timeframes

  • Agree to follow the return procedure outlined below

  • Acknowledge that, in the event of a payment dispute or chargeback, this policy and all related order records may be used as supporting documentation

Returns

If you are not completely satisfied with your purchase, you may request a return for eligible items within 30 days of delivery, provided the conditions below are met.

Return Eligibility

To qualify for a return, all of the following conditions must be met:

  • Items must be unused, unworn, and unwashed

  • Items must be returned in their original condition and packaging

  • Only standard inspection and handling may have occurred

  • Return shipping and handling costs are the responsibility of the customer

Once your return is received, it will be inspected and processed within 7 business days.
We reserve the right to refuse returns that show signs of wear, misuse, or damage not caused by us.

How to Request a Return

To initiate a return, please follow these steps carefully:

  1. Email us at info@willowandpine.com within 30 days of delivery

  2. Include the following information in your message:

    • Order number

    • Reason for return

    • Photos of the item (required if damaged or defective)

    • Your full name and shipping address

  3. Wait for return approval and instructions before sending your item back

Please do not return items without prior authorization. Unauthorized returns may be refused.
We strongly recommend using a tracked shipping service and keeping proof of shipment until your return is fully processed.

Defective or Damaged Items

If your order arrives damaged or with a manufacturing defect, please contact us within 2 days of delivery at info@willowandpine.com.

Include:

  • Your order number

  • A brief description of the issue

  • Clear photos or a short video showing the problem

Once the issue has been reviewed and confirmed:

  • We may offer a replacement, depending on availability and the nature of the defect

  • In some cases, returning the item may not be required

  • Replacement items are typically processed within 7–14 business days

Lost, Refused, or Unclaimed Orders

If your package appears to be lost in transit:

  • Contact us with your order number and tracking details

  • We will assist with a courier investigation and arrange a replacement or refund if the loss is confirmed

If a package is refused, unclaimed, or returned due to an incorrect address provided at checkout, a $35 CAD fee will be deducted from your refund to cover administrative and shipping costs.

Cancellations & Right of Withdrawal

In accordance with Canadian consumer protection guidelines, you may withdraw from your purchase within 30 days of receiving your order.

Please note:

  • Orders cannot be canceled once they have been shipped

  • If your order is already in transit, you may initiate a return after delivery

  • To request a cancellation before shipment, email info@willowandpine.com as soon as possible

  • Return shipping costs remain the responsibility of the customer

Chargebacks & Payment Disputes

If you experience an issue with your order, we encourage you to contact us first so we can resolve it quickly and fairly.

In the event of a chargeback or payment dispute, we may submit relevant documentation to the payment provider, including:

  • Order confirmation

  • Shipping and tracking information

  • Email correspondence and submitted images

Filing a chargeback without prior contact may delay resolution and could affect future purchasing eligibility.

Important Information

Please note the following:

  • All approved returns must be shipped to our central fulfillment warehouse in Asia

  • Return shipping costs are not covered

  • We are not responsible for customs delays or clearance issues

  • Hygiene-sensitive items returned in used or unsanitary condition will not be accepted

  • Returns are not free; shipping and handling fees apply

Contact Us

If you have any questions about this Refund & Return Policy, our customer support team is happy to assist you.

Email: info@willowandpine.com

We’re always here to help.