Refund policy
If we made it, we stand behind it.
Our 30-Day Guarantee
We make our own products by hand in small batches. If a product made by Willow & Watch doesn't work for you, tell us within 30 days of delivery and we will refund what you paid for it or send a replacement, whichever you prefer. You don't need to send it back.
What the guarantee covers:
- Products made by Willow & Watch and bought directly from us, online or in person. Every product page names its maker.
- Your first purchase of each product, one of each, per household. A set counts as one product.
- Requests we receive within 30 days of delivery, or within 30 days of purchase for local pickup and market sales.
- The price you paid for the item, including any sales tax on it. Shipping charges are not refunded.
What it does not cover: products from other makers, gift cards, repeat purchases of a product you have bought before, subscription deliveries after the first, and wholesale orders.
We chose 30 days for a reason. Switching from antiperspirant to a natural deodorant can feel different for a week or two, and we want you to have time to get past that before you decide.
To use the guarantee, email inquiries@willowandwatch.com with your order number, or the date and place of purchase for a market sale, and tell us whether you would like a refund or a replacement. It helps us to hear what didn't work, but you don't have to give a reason. If a product irritates your skin, stop using it; the guarantee applies. Refunds go back to your original form of payment. For a cash sale at a market, we will arrange the refund with you.
Damaged, Defective or Incorrect Orders
This applies to everything we sell. We will make it right if your order arrives damaged or defective, or if you receive the wrong item.
Please email inquiries@willowandwatch.com within 7 calendar days of delivery. Include:
- Your name and order number
- A description of the problem
- Clear photographs of the product, packaging and shipping container
Please keep the product and packaging until we have reviewed your request. Do not mail anything back unless we provide return instructions.
After reviewing the issue, Willow & Watch may offer a replacement, store credit or refund, depending on the circumstances and product availability. If we require a return, we will provide instructions and cover reasonable return-shipping costs when the problem was caused by us or occurred during shipping.
Everything Else Is Final Sale
Because we sell personal-care, household and consumable goods, we cannot accept returns or exchanges outside the guarantee above. That includes products from other makers, repeat purchases, requests made after 30 days, and accidental orders.
Handmade Products
Small variations in color, scent, texture, weight and appearance are normal in handmade products and are not considered defects. Tallow-based products may soften or melt during warm-weather shipping. Softening or melting that does not cause leakage, contamination or loss of product is not considered damage.
Gift Cards
Digital gift cards are final sale and cannot be returned, refunded or exchanged for cash except where required by law.
Order Changes and Cancellations
Contact us as soon as possible if you need to change or cancel an order. We cannot guarantee changes or cancellations after processing has begun. Orders that have already shipped cannot be canceled.
This policy does not limit any rights or remedies that cannot legally be excluded under applicable law.
Questions may be sent to inquiries@willowandwatch.com.