Refund Policy

Your satisfaction is our top priority. 

If you aren’t completely satisfied with your purchase, let us know. We’ll do everything we can to make it right, right away.

Our policy lasts 30 days. If 30 days have gone by since you received your item, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

Please do not send your purchase back to the manufacturer!

Partial Refund & Store Credit:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item returned to sender without being delivered. Shipping costs will be deducted from your refund total. We can only process the refunds once the returned order has been received by our warehouses
  • Any item that is returned more than 30 days after delivery

Cancellation

Your order will only cancel within 24 hours of your purchase.

All orders are sent to our warehouse for shipping and handling on the same day.
Cancellation is subject to discretion and confirmation from our customer service department. There is a mandatory cancellation fee of $15.

Refunds (if applicable)

If you need to return or exchange an item, please contact us via our contact page or send an email to support@thewillowsouth.com.

Refunds will not be processed until you first contact us through our support page. Any refund or chargeback initiated without contacting us first will have payment processor fees deducted from the refunded amount.

You have to send us the parcel back to us on its original condition. Once your return is received and inspected at our warehouse, 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 you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

WE DO NOT ACCEPT RETURNS OR EXCHANGES IF
You want a refund/return because you "changed your mind". We manufacture on demand and therefor we cannot accept returns with that inquiry.
You do not contact our support team to have your return request reviewed and approved, prior to you sending your product back.

  • The item(s) have been used or broken
  • The item(s) have been altered in any way
  • The item(s) are in any way defective from the original and salable condition, unless the condition is our fault
  • The item(s) do not have the original packaging
  • The item(s) were a Sale item

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us through our contact page.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us a message through our contact page. 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

Return shipping cost will be covered by us if the product you received is damaged. In this case, please contact us through our contact page first to get a return approval.

If the product is not damaged and you just decide you don't like it, you will be responsible for paying the shipping costs and any incurred customs fees for shipping the item back to our warehouse in Munich, Germany. Shipping costs are non-refundable. As customs fees are to be covered by the receiving party (The Willow South) we will deduct the respective costs from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, we suggest you consider using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.