Refund Policy

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​Effective Date: 31/03/2026

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​Thank you for shopping with Willow and Wisp. This Refund Policy outlines your rights and our procedures regarding returns, refunds, and exchanges.

1. Returns Eligibility

We accept returns within 30 days of delivery, subject to the following conditions:

• Items must be unused, unworn, and in their original condition

• Items must be returned in original packaging

• Proof of purchase (e.g., order confirmation) must be provided

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

Due to hygiene and safety reasons, certain items may not be eligible for return, including:

• Earrings (if worn or opened)

• Personalised or custom-made items

• Items marked as final sale

3. How to Request a Return

To initiate a return, please contact us at:

Email: jakegfitness@outlook.com

Please include:

• Your order number

• The item(s) you wish to return

• The reason for the return

We will provide instructions on how to proceed.

4. Return Shipping

• Customers are responsible for return shipping costs unless the item is faulty or incorrect

• We recommend using a tracked shipping service, as we are not responsible for lost returns

5. Refunds

Once your return is received and inspected:

• We will notify you of the approval or rejection of your refund

• If approved, your refund will be processed to your original payment method

Please allow:

• 5–10 business days for the refund to appear in your account (depending on your payment provider)

6. Damaged, Defective or Incorrect Items

If you receive an item that is:

• Damaged

• Defective

• Incorrect

Please contact us within 7 days of delivery with:

• A description of the issue

• Photographic evidence

We will offer a replacement or full refund where appropriate at no additional cost to you.

7. Exchanges

We do not offer direct exchanges. If you wish to exchange an item:

• Please return the original item for a refund

• Place a new order for the desired item

8. Order Cancellations

Orders may be cancelled within 12 hours of purchase.

After this time, your order may already be processed and cannot be cancelled.

9. Late or Missing Refunds

If you have not received your refund:

• Check your bank account again

• Contact your card provider or PayPal, as processing times may vary

• If the issue persists, contact us for assistance

10. Your Consumer Rights (EU & UK Customers)

If you are located in the United Kingdom or European Union, you have the right to withdraw from your purchase within 14 days of receiving your order under applicable consumer protection laws.

To exercise this right:

• You must notify us within the 14-day period

• The item must be returned in accordance with our return conditions

11. Contact Us

If you have any questions about this Refund Policy, please contact:

Email: jakegfitness@outlook.com
Location: Peterborough, England, United Kingdom

By placing an order with Willow and Wisp, you agree to this Refund Policy.