Refund policy

This Return and Refund Policy explains the procedures and rights applicable to purchases made through willowandmum.shop.

We want customers to be able to purchase with confidence. This policy therefore explains change-of-mind cancellation rights, return procedures, refunds and the separate remedies that may apply when goods are faulty, damaged, incorrect or not as described.

For return or refund enquiries, contact:

Email: info@willowandmum.shop

Nothing in this policy is intended to restrict any statutory consumer right or remedy available under applicable UK law.

1. Statutory Right to Cancel Online Purchases

For qualifying distance purchases, UK consumers generally have the right to cancel an order without giving a reason.

For most goods, the statutory cancellation period expires 14 days after the day on which the customer, or another person identified by the customer other than the carrier, takes physical possession of the goods.

If several goods forming one order are delivered separately, the cancellation period may run from receipt of the final relevant item as required by applicable law.

2. How to Exercise the Right to Cancel

To cancel a qualifying purchase, customers must communicate a clear decision to cancel within the applicable cancellation period.

Cancellation requests may be sent to:

info@willowandmum.shop

Customers should include sufficient information for us to identify the order, including where available:

• Customer name;
• Order number;
• Email address used for the order;
• Product being cancelled; and
• A clear statement that the customer wishes to cancel.

No particular wording is required provided that the customer's decision to cancel is clear.

3. Returning Goods Following Cancellation

After exercising a statutory cancellation right, the customer should return the goods without undue delay and, where applicable, no later than 14 days after informing us of the cancellation.

Customers should contact info@willowandmum.shop before sending a return so that appropriate return instructions can be provided.

Goods should be packaged securely to minimise the risk of damage during transportation.

4. Condition of Returned Goods

Customers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a manner broadly comparable to how they might reasonably inspect them in a physical shop.

Where permitted by applicable law, if returned goods have been handled beyond what is reasonably necessary and their value has been reduced as a result, we may make an appropriate deduction from the refund to reflect that reduction in value.

This provision does not apply to defects or deterioration for which the customer is not responsible.

5. Return Shipping Costs for Change-of-Mind Returns

Unless otherwise stated by willowandmum.shop or required by law, customers exercising a change-of-mind statutory cancellation right are responsible for the direct cost of returning the goods.

Customers should use a reliable shipping method and retain evidence of postage.

If goods are faulty, damaged on arrival, incorrect or materially not as described, reasonable return costs will be handled in accordance with the customer's statutory rights and the circumstances of the claim.

6. Refund Timing

For qualifying cancellations, refunds will be processed in accordance with applicable UK law.

Where goods have been returned, we may generally wait until we receive the goods back or until the customer supplies satisfactory evidence that they have sent the goods back, whichever occurs first.

Applicable refunds are generally made within 14 days after the relevant return or evidence of return in accordance with UK distance-selling rules.

7. Original Delivery Charges

Standard shipping at willowandmum.shop is free.

Therefore, where an eligible cancellation results in a full refund, there will normally be no standard outbound shipping charge to refund.

Any separately agreed additional or premium service, where applicable, will be dealt with according to applicable law and the terms disclosed when that service was selected.

8. Refund Method

Unless otherwise required or expressly agreed, refunds will normally be returned using the same payment method used for the original transaction.

Customers will not be charged a fee by willowandmum.shop merely for receiving an eligible refund.

The time taken for a completed refund to appear in a customer's account may depend on the bank, card issuer or payment service provider.

9. Faulty, Damaged or Misdescribed Goods

Change-of-mind cancellation rights are separate from statutory rights concerning defective or non-conforming goods.

If goods are:

• Faulty;
• Damaged;
• Unsafe;
• Incorrect;
• Not as described;
• Not of satisfactory quality; or
• Otherwise non-compliant with applicable statutory consumer guarantees,

customers should contact info@willowandmum.shop as soon as reasonably possible.

UK consumer law provides remedies for goods that fail to meet statutory requirements, including circumstances in which consumers may have a short-term right to reject faulty goods and obtain a refund. Other remedies may include repair, replacement, price reduction or refund depending on the circumstances and timing.

Nothing in this policy limits those rights.

10. Damaged Products

If an order arrives visibly damaged, customers should contact us promptly.

Where reasonably possible, customers should provide:

• Their order number;
• A description of the damage;
• Photographs showing the item and damage; and
• Photographs of the external packaging where relevant.

Photographs can help us assess the issue efficiently, but we will not use an unreasonable evidence requirement to deny a valid statutory remedy.

11. Incorrect Products

If a customer receives a product materially different from the product ordered, the customer should contact us at:

info@willowandmum.shop

Once the issue is confirmed, an appropriate remedy will be arranged in accordance with applicable law and the circumstances.

12. Exceptions to Change-of-Mind Cancellation Rights

UK law provides exceptions to statutory cancellation rights for certain categories of goods.

Depending on the product concerned, cancellation rights may not apply, or may cease to apply, for goods such as:

• Goods made to a customer's specifications or clearly personalised;
• Goods that are liable to deteriorate or expire rapidly;
• Certain sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed; and
• Other goods or circumstances expressly excluded under applicable law.

These exceptions do not remove statutory rights where goods are faulty, unsafe or not as described.

13. Refused and Uncollected Deliveries

Refusing delivery or failing to collect a parcel does not necessarily constitute a legally effective cancellation notice.

Customers wishing to exercise a statutory cancellation right should communicate their decision clearly to us at info@willowandmum.shop.

Where an uncollected parcel is returned to us, the refund or other resolution will be handled according to the circumstances and applicable law.

14. Returns Sent Without Contacting Us

Customers are encouraged to contact us before sending goods back.

This helps us identify the order and provide appropriate return instructions.

An unauthorised or unidentified parcel may result in processing delays, but this procedural requirement will not be applied in a way that unlawfully removes a consumer's statutory rights.

15. Exchanges

Where an exchange is requested, availability cannot be guaranteed.

Depending on stock and circumstances, we may provide a replacement or another lawful remedy.

Statutory rights take priority where the product is faulty or otherwise non-conforming.

16. Order Cancellations Before Dispatch

Customers may contact us at info@willowandmum.shop if they wish to cancel an order before dispatch.

If cancellation can be completed before fulfilment, we will process it accordingly.

If the order has already entered fulfilment or dispatch, the customer may need to follow the applicable cancellation and return procedure after delivery.

17. Fraud and Abuse

We reserve the right to investigate suspicious return or refund activity, including fraudulent claims, tampered products, substitution of goods or misuse of payment systems.

This does not affect legitimate consumer rights.

18. Contact

For all cancellation, return, exchange and refund enquiries:

willowandmum.shop
Email: info@willowandmum.shop