At Willow & Wags (Veronae), we strive to provide our customers with the best products and service. If you are not satisfied with your order, you can make use of our return and refund policy as described below.
Return Period
You have the right to return your order within 14 days of receipt, without stating a reason.
The return period starts on the day you receive the product.
Conditions for Returns
To be eligible for a return, the product must meet the following conditions:
- The product is unused and undamaged
- The product is, if possible, in its original packaging
- The product was delivered complete (including accessories, manuals, etc.)
- The product is not excluded from return (see point 6)
If the product is damaged or shows clear signs of use, we may apply a reduction in value.
How to Request a Return?
You can request a return by contacting us via info@willowandwags.com.
Please include:
- Your name
- Order number
- Reason for return (optional)
- Photos of the product (if damaged)
Please do not send a package before we have responded to your email. We aim to respond within 1-2 business days of receiving your message. We will then inform you of the Dutch return address, which may differ from our business address.
Refunds
Once we have received and inspected your return, we will process your refund.
The refund will be issued within 7 to 14 business days via the same payment method you used when placing the order.
Shipping Costs
The costs for returning the product are generally borne by the customer.
If you have received an incorrect or damaged product, we will cover the return costs.
Exclusions (Non-returnable Items)
The following products cannot be returned or refunded:
- Products that are custom-made
- Products that cannot be returned for hygienic reasons (if opened/used)
- Gift cards or digital products (if applicable)
- Products that are damaged due to misuse
Damaged or Incorrect Delivery
Have you received a defective, damaged, or incorrect product? Please contact us within 48 hours of receipt via:
Please include clear photos so we can resolve the issue quickly. In this case, we offer a replacement or a full refund.
Full refund once we have received and inspected your return. For more information, see ‘Refunds’ and ‘Shipping Costs’ above.
Cancellation of Orders
If you wish to cancel your order, please contact us as soon as possible.
If the order has not yet been shipped, we can cancel it free of charge, and you will receive a full refund.
If the order has already been shipped, this falls under our return policy.
Contact
For questions about our refund policy, please contact us via:
or via:
Tel: +31-(0)70 - 8910891
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