Algemene voorwaarden
Terms of service
Welcome to Willow Haven. These terms cover how our website and store work, what we promise, and what we ask of you in return. By visiting our site or placing an order, you're agreeing to these terms.
If anything's unclear, email us at buzz@willowhavenstore.com before you order.
1. Who we are
Willow Haven is a trading name of Koen Lensen, ABN 51 701 461 140, based at 28 Barry Street, Australia. We sell KitchenAid accessories and related kitchen products through willowhavenstore.com.
When these terms say "we," "us," or "our," that means Willow Haven. When they say "you" or "your," that means you — the person visiting our site or buying from us.
2. Using our website
You can use willowhavenstore.com to browse, learn about our products, place orders, and contact us. In return, we ask that you:
- Don't try to break, hack, or interfere with the site
- Don't use the site for anything illegal
- Don't copy our content, photography, or product descriptions for your own commercial use
- Provide accurate information when you place an order or sign up
If you're under 18, you'll need a parent or guardian to place orders for you.
3. Products and pricing
We do our best to show our products accurately — colours, sizes, materials, and specifications. That said, screens vary, lighting varies, and natural materials like acacia wood have unique grain patterns. Your slider will look like the photos but won't be identical to them, because every piece is different.
Pricing. All prices are in Australian dollars and include GST where applicable. We can change prices at any time, but once you've placed an order, the price you paid is locked in.
Stock. If a product becomes unavailable after you've ordered, we'll let you know and offer a full refund or alternative.
Errors. If a product is listed at an obviously incorrect price (a $89 slider showing as $8.90, for example), we have the right to cancel and refund the order. We'll always tell you why.
4. Orders and payment
When you place an order, you're making an offer to buy. We accept your offer when we send the order confirmation email — that's when the contract is formed.
We accept payment through the methods shown at checkout. Payments are processed securely by our payment providers.
We can refuse or cancel an order if:
- We can't verify your payment
- The order looks fraudulent
- We've sold out
- There was a pricing or product error
- You've previously breached these terms
If we cancel, you'll get a full refund within 5 business days.
5. Shipping and delivery
Standard delivery is approximately 10 business days within Australia. We ship Australia-wide for free.
Delivery times are estimates, not guarantees. Couriers, customs, and weather can all cause delays beyond our control.
Risk of damage or loss passes to you when the courier delivers the parcel to your address. If your tracking shows delivered but you don't have it, see our Refunds and Returns Policy for what to do.
6. Refunds and returns
We offer a 30-day money-back guarantee on all orders. The full policy — including what's covered, how to start a return, and your rights under Australian Consumer Law — is in our Refunds and Returns Policy.
Nothing in these terms 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.
7. Intellectual property
Everything on willowhavenstore.com — the logo, the product photos, the copy, the design — belongs to Willow Haven or our licensed partners. You can't copy, reproduce, or use it commercially without our written permission.
You're welcome to share our content on social media, link to our pages, or show friends — that's the kind of sharing we love.
8. Reviews and user content
If you leave a review, send us a photo, or post about us on social media tagging Willow Haven, you're giving us permission to share that content on our website, marketing, and social channels — with credit where it makes sense.
We won't post anything that identifies you personally without checking first, and you can ask us to remove your content at any time.
9. Our liability
We do our best to deliver products that are well-made, accurately described, and useful in your kitchen. But we're a small business, not a giant corporation, and there are limits to what we can be responsible for.
To the extent permitted by law, our liability for any single order is limited to the amount you paid for that order. We're not liable for indirect losses — like missed baking opportunities, ruined cake batter, or emotional distress over a scratched bench.
This doesn't limit your rights under Australian Consumer Law. Where ACL gives you stronger protections, those apply.
10. Australian Consumer Law
Our products come with consumer guarantees under Australian Consumer Law that cannot be excluded. These include guarantees that products will be:
- Of acceptable quality
- Fit for the purpose described
- Match the description and any sample shown
- Free from undisclosed defects
If a product fails to meet these guarantees, you're entitled to a remedy under ACL — refund, replacement, or repair depending on the type of failure.
For more information about your rights, visit the ACCC website at accc.gov.au.
11. Privacy
When you order from us or sign up for our newsletter, we collect personal information — name, email, address, payment info. We use it to fulfil your order, communicate with you, and improve our service.
The full details are in our Privacy Policy.
12. Changes to these terms
We can update these terms at any time. The current version will always be on this page with a "last updated" date at the bottom. Changes apply to orders placed after the update — orders already placed are governed by the version of the terms that was live when you ordered.
We'll never change the terms in a way that affects an order you've already placed.
13. Disputes
If something goes wrong, please contact us first — we'd rather sort it out directly than escalate. Email buzz@willowhavenstore.com with the issue and we'll respond within 1 business day.
If we can't resolve it together, these terms are governed by the laws of Queensland, Australia. Any disputes will be handled in Queensland courts.
You also have the right to contact:
- The ACCC for consumer law issues
- The Queensland Office of Fair Trading for resolution support
- The Australian Financial Complaints Authority if there's a payment dispute
14. Contact us
For anything to do with your order, our products, or these terms:
Email: buzz@willowhavenstore.com Hours: Monday to Friday, 6am–6pm AEST
We aim to respond within 1 business day.
Last updated: 29 April 2026
Cheers, Willow Haven.