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Refund and returns policy

We make accessories that should make your kitchen better — not give you a headache. If something's not right, we'll make it right.

The 30-day promise

You've got 30 days from the date your order arrives to change your mind, no questions asked. Doesn't fit your kitchen? Doesn't match your bench? Just not what you expected? Email us and we'll sort it.

To request a refund, send us a message at [hello@willowhavenstore.com] with your order number and we'll take it from there.

What we cover

Change of mind. You don't need a reason. If it's been 30 days or less since your order arrived, you're covered.

Faulty or damaged items. If your order arrives damaged, defective, or not as described, we'll refund or replace it at no cost to you. This is your right under Australian Consumer Law and we're not going to argue about it.

Wrong item received. If we sent you the wrong product or variant, that's our mistake we'll fix it.

How refunds work

Once we approve your refund, we'll process it back to your original payment method within 5 business days. Depending on your bank, it can take another 3–10 business days to show up in your account. We might ask to send back the original item.

What's not covered

We can't refund:

• Items damaged through misuse, drops, or accidents after delivery
• Products outside the 30-day window (unless faulty under Australian Consumer Law)
• Custom or personalised orders (we don't currently sell these, but flagging it for the future)

Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law. If a product has a major fault, you're entitled to a refund, replacement, or repair — and the choice is yours, not ours. Minor faults give us the option to repair or replace before refunding.

These rights apply on top of our 30-day promise, not instead of it.

Shipping issues

Lost or stolen parcels. If your tracking shows delivered but you don't have it, contact us within 7 days and we'll investigate with the courier. We'll either replace the order or refund it depending on what the carrier confirms.

Late deliveries. Our standard delivery is around 10 business days. If your order takes significantly longer, reach out — we'll either upgrade shipping on your next order, partial refund, or full refund depending on how late it is.

How to start a refund or return

1. Fill in the contact form on the website. with your order number and what's happening
2. We'll reply within 1 business day
3. Most refunds are processed the same day we hear from you
   

If something goes wrong with your Willow Haven order, we want to know about it. Whether you want a refund or just to vent, we'd rather hear from you than lose you.

Cheers, Willow Haven.