Whether you purchased your item directly from us or a retail store we are happy to work with you. If you have questions regarding our policy please Contact Us.


Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you think that there is a fault with the goods you have received, please let us know straight away by contacting our Customer Care Team at:

Please include as many details as possible about the order and the problem with the goods.

In addition to your other rights and remedies under applicable laws this product may come with a Willow warranty against defects appearing within a specified time from the date of sale (damage caused by misuse or failure to follow care instructions specifically excluded). Please check the product page for the item you have purchased to determine whether a Willow warranty applies to your product.

To claim you must (at your cost):

  • Notify us of the defect during the warranty period by email or post to either of the above addresses; and
  • Provide us with proof of purchase and the defective product upon request.

If we are satisfied the product is defective in materials or workmanship, we will then (at our option) refund, repair or replace the defective product or part of the defective product for free.

To the extent permitted by law and subject to your rights under the Competition and Consumer Act 2010 (Cth) and similar legislation, you agree that we will not otherwise be liable to you in respect of any direct, special, incidental, indirect or consequential damages arising in connection with this product. This clause will not be construed as excluding, qualifying or limiting your statutory rights or remedies where such exclusion, qualification or limitation would be prohibited by legislation.


In addition to your rights in relation to faulty product, you can return any product within 28 days of receipt for a refund of that product or to exchange it for product to an equivalent value. If you want a refund, we will refund the monetary value of the product returned to us, at the price you purchased them.

The product returned must be unused and in its original condition, which includes any packaging. A product with dirt or wear and tear will be returned to the customer with no action taken. Products must be in our current product line, which is posted on willow.com.au. All products will be inspected upon return.