Refunds and Returns Policy

Refunds and Returns Policy

 

How to log a return / exchange

  1. You have 7 days from receipt of your order to request a return.
  2. Fill out the relevant information on our return portal or email us at willow@iafrica.com with your order number, contact details and the reason for your return.
  3. Once your return has been approved please send your item to the following address:

Willow

Shop 224 La Lucia Mall

90 William Campbell Drive

La Lucia

4051

    RETURNS / EXCHANGES

    RETURNS/EXCHANGE POLICY – NON-DEFECTIVE PRODUCTS 

    SALES ITEMS: 

    NOTE: Sale items may not be returned for an exchange/refund under any circumstances whatsoever.

    NORMAL RETURNS:

    You will need to notify us within 7 days of your order being delivered. You may choose between a product exchange, a credit, or a refund. If the item is in good condition and you have changed your mind, please complete a return request and return your order to the adddress provided above. 

    Please make sure the original swing ticket is attached where applicable and do not wear the product. Please also ensure the items is returned in the exact condition it was received.

    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your credit card or original method of payment, within 7 working days.

    If we have made a mistake and delivered the incorrect item to you (i.e. it is not the product you purchased) please do not remove the swing ticket or try the product on. Please email willow@iafrica.com to notify us of the mistake so that we can arrange collection of the product and deliver the correct item to you at our cost.

     

    DEFECTIVE PRODUCTS

    Please notify willow@iafrica.com of the defect within 7 days of your order being delivered. We will arrange a collection of the goods and inspect the product once received,

    You will be advised whether the product can be repaired or whether it will need to be replaced. You also have the option of a refund/credit. WILLOW will be liable for the delivery charges if the product has been found to be defective. The decision between repairing or replacing will be that of WILLOW’s depending on availability and other relevant circumstances.