Returns and refund policy

We want you to love every purchase from Honey Willow. However, if you're not entirely satisfied, we offer a straightforward return and exchange policy.

1. Eligibility for Returns and Exchanges

You may request a return or exchange within 14 days of receiving your order, provided that:

• The item has not been used, opened, or damaged.
• The product remains in its original, unopened packaging and is in a resaleable condition.
• Candles that have been lit can only be returned if a manufacturing defect is identified.

Please note: Custom or personalised items are non-refundable, unless they arrive damaged or faulty.

2. How to Initiate a Return

To start a return or exchange, please contact us at honey.willow.store.aus@gmail.com within 14 days of delivery. Provide:

• Your order number
• A brief description of the issue
• Photos (if applicable)

Once we review your request, we will provide further instructions on how to proceed.

3. Return Shipping

• Customers are responsible for return shipping costs unless the item is faulty or incorrect.
• We strongly recommend using a trackable or signed-for service to ensure safe delivery.
• Honey Willow is not responsible for lost or undelivered return shipments.

4. Refunds

Once we receive and inspect your returned item, we will:

• Approve the refund if it meets our return criteria.
• Refund the original purchase price (excluding shipping fees) to your original payment method.
• Refunds are typically processed within 5-7 business days.

If your refund request is declined, we will notify you via email with an explanation.

5. Faulty or Damaged Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery. We will arrange a free replacement or full refund, including shipping costs.