We strive to offer a seamless shopping experience for both buyers and vendors. We understand that sometimes a product does not meet your expectations. For this reason, we have established a clear and fair return policy. It will guide you through the process.
1. Eligibility for Returns
A product is eligible for return if it meets the next conditions:
• The return demand is made within 7 days of receiving the item.
• The product is unused and unworn. It is in its original packaging. All tags, accessories, manuals, and any free gifts are included.
• The item received is damaged, defective, or different from what was ordered.
• The product is not listed under non-returnable items (see Section 6).
2. Return Process
To start a return, follow these steps:
1. Log in to your Willows account and go to the “Orders” section.
2. Select the product you wish to return and click “Ask for a Return.”
3. Give a reason for the return and upload any required evidence (photos or videos of the product).
4. Our customer support team will review the inquiry and respond within 48 hours.
5. If approved, you will get instructions on how to return the item, including the nearest drop-off location or pickup arrangements
3. Return Shipping & Costs
• If the return is due to a seller’s error, the seller covers the return shipping cost. This includes cases of a wrong item, damaged, or defective product.
• If the return is due to buyer’s preference (e.g., change of mind), the buyer covers the return shipping cost.
• Some vendors offer free returns, which will be indicated on the product page.
4. Refund & Replacement Policy
• Once the returned item is received and inspected, the buyer will be notified via email or SMS.
• Depending on the return reason, buyers choose between:
• Replacement: If the item is damaged or defective, a replacement will be shipped.
• Refund: Refunds are processed within 7-14 business days through the original payment method.
• Store Credit: In some cases, store credit is offered for future purchases.
5. Special Cases & Vendor Policies
• Some vendors on Willows have specific return policies, which will be clearly stated on the product page.
• For high-value items (e.g., electronics), buyers must verify the product upon delivery before accepting it.
• If the product was purchased from an international vendor, extra return shipping fees and longer processing times apply.
6. Non-Returnable Items
The next items can’t be returned unless they are defective or incorrect:
• Perishable goods (food, drinks, flowers).
• Personal hygiene items (cosmetics, underwear, swimwear).
• Digital products (e-books, software, online courses).
• Customized or personalized items.
• Gift cards and promotional vouchers.
• Items marked as “Final Sale” or “Non-Returnable” on the product page.
7. Fraud Prevention & Abuse of Return Policy
To preserve a fair marketplace:
• Willows monitors return activities and reserves the right to decline returns if fraudulent or excessive return requests are detected.
• Users found abusing the return policy face account suspension or permanent banning.
8. Customer Support
For any inquiries about returns, contact our Willows Support Team via:
Phone: +265 746 197 664 / +256 741 274 540
Email: contact@willowsug.com
Live Chat: Available on our website
This policy is under periodic review and updates. By purchasing on Willows, you agree to follow this return policy.