Terms & Conditions
Returns and refunds
We really hope you're pleased with your purchase and we value your feedback. If you're not completely satisfied, we'll do everything we can to help. Our returns and refunds policy is below:
Returns
If you're not completely happy with your order and wish to return it to us then please contact hello@highlandwillow.co.uk at the earliest opportunity to let us know.
The item must be returned to us within 14 days of receiving it from us in order to receive a full refund. Please ensure that you package it appropriately as it must be returned to us undamaged in order for us to process a full refund. Unfortunately we can't provide return postage and this would have to be at your own expense. We also can't make full refunds if the item is damaged in transit so we recommend using a reputable carrier with insurance to the value of the item.
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We make sure all our products are well packaged prior to dispatch, however occasionally some damage can occur in transit. If an item arrives damaged we will arrange for the carrier to collect the item from you for return to us. The cost of return shipping will be covered by us in this instance. Please take photographs of the damage including the damaged packaging and contact hello@highlandwillow.co.uk to let us know.
Refunds
If you have returned the purchased item in accordance with the returns policy above then we will process a refund at the earliest opportunity.
Full refunds: We can only process a full refund if a) the item has been returned to us undamaged, in its original condition and you've also returned the item within 14 days of receiving it or b) the item was delivered to you in a damaged condition and is returned to us within 30 days of receiving it. Please note that you must inform us at the earliest opportunity if you receive a damaged item. Contact hello@highlandwillow.co.uk. Refunds will not be given for damage caused to the item after delivery but we may be able to carry out repairs.
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Partial refunds: If any item is returned to us in a damaged or used condition then we may make a reasonable reduction from the amount refunded to you (unless we were notified that the item arrived damaged in which case we will process a full refund).
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