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Overview
At Willow Gadgets, customer satisfaction is a priority. If you are not entirely satisfied with your purchase, we’re here to help. Please read our return policy carefully to understand your rights and responsibilities when returning an item.
1. Time Limits for Returns
You may return your item under the following conditions:
- Wrong item, damaged on delivery, or missing parts: Return within 7 days of delivery.
- Changed your mind: Return within 7 days of delivery.
- Defective items: Return within 6 months of delivery.
2. Preparing Your Return
To ensure a successful return:
- Repackage the item securely to prevent damage in transit.
- Include original product packaging, all accessories and parts, and ensure all seals are intact (if applicable).
- If returned incomplete or improperly packaged, we may reject the return and send the item back. You may log the return again once the missing items are included. Additional collection and delivery fees may apply.
3. Wrong Item, Damaged on Delivery, or Missing Parts
If your order is incorrect, arrives damaged, or is missing parts:
- Return it within 30 days.
- You may choose to:
- Replace the item
- Receive a refund
- Receive credit on your Willow Gadgets account
If a replacement is unavailable, we will issue credit to your account.
Note: Damage caused by you, electrical surges, or misuse will not be considered as “damaged on delivery.”
4. Changed Your Mind
If you no longer want the item:
- Return it within 7 days.
- Ensure the item is unused, in original packaging, and complete.
5. Defective Items
If your item becomes defective within 6 months:
- Return it for inspection.
- If accepted, you may choose between:
- Repair
- Replacement
- Credit
- Refund
Some defects may not be repairable, and replacement stock may not always be available.
We will not accept returns for defective items that:
- Show signs of normal wear and tear
- Are damaged due to misuse, electrical surges, corrosion, or modification
- Are being used for unintended purposes
6. Extended Warranties
Some products may have extended warranties beyond 6 months:
- Log the return as soon as the defect appears.
- We will help return the item to the supplier at no cost to you.
- The supplier may charge an evaluation fee.
- If repairs or replacement take more than 21 days, we will issue you a credit or refund.
7. Manufacturer (Direct) Warranties
Items with direct manufacturer warranties must be returned directly to the manufacturer:
- We will provide their contact details.
- The manufacturer will manage the process.
8. Unboxed Deals
Returned or discounted items with damaged or missing packaging are marked as Unboxed Deals:
- If returned, you may choose between credit or a refund.
9. Bundles
- Bundle Deal: You can return the full bundle or individual items. Accepted returns will be credited at the discounted price.
- Pre-packed Bundle: Must be returned as a complete unit. Partial returns may be rejected.
10. Digital Items
Digital items (e.g., vouchers, codes, downloads) can only be returned if defective:
- Report the issue within 6 months.
- If verified, we will replace or refund the item.
11. Items that Store Data
When returning devices that store data:
- You must provide unlock codes or passwords to allow assessment.
- Without access, we may reject the return.
- We may perform a factory reset, so back up your data beforehand.
12. Wrong Item Returned
If you send us the wrong item:
- Contact us immediately.
- We cannot guarantee its recovery and will not be liable for lost items.
- If located, you must collect it at your own expense.
13. Rejected Returns
If we reject your return:
- We’ll attempt to return the item to you.
- If we can’t deliver it within 30 days, we will deem it abandoned and may dispose of it.
14. Return Methods
Choose your return method when logging the return:
- Collection by us (mandatory for large items and alcohol)
- Drop-off at a Willow Gadgets pickup point (within 7 days)
15. Non-Returnable Items
These items are not returnable, except if defective, incorrect, or damaged on delivery:
- Hygiene and personal items: Intimates, underwear, swimwear, jewellery
- Consumables: Food, beverages, etc.
- Digital content: Opened or downloaded codes, vouchers, media
- Printed media: Books, magazines, journals
- Custom/personalised items
16. Exchanges
You may exchange:
- Clothing, sportswear, and shoes for a different size or colour
17. Credits and Refunds
When your return is accepted, choose between:
- Credit to your Willow Gadgets account (loaded within 2 business days) – valid for 1 years
- Refund to your original payment method (processed within 3–7 business days depending on your provider)
- Replacement item (subject to availability)
If you donated with your purchase, donation amounts are excluded from refunds or credits.
18. Coupons and Vouchers
- If you paid with a voucher, that value will be loaded as non-refundable credit.
- If you paid with a coupon, a new coupon will be issued for the same value (with new T&Cs).
- Partial returns using coupons will result in a new coupon reflecting only the returned item’s value.
For more information or assistance, contact our Customer Support Team. We’re always here to help.
Willow Gadgets – Tech Made Simple. Returns Made Easier.
