RETURNS, REFUNDS & CANCELLATION POLICY

Willow & Wick Crystal Boutique

We hope you love your Willow & Wick purchase. However, we understand that sometimes you may change your mind or something may go wrong.

CHANGE-OF-MIND RETURNS

For most products purchased online, UK consumers have a statutory right to change their mind.

You normally have 14 days from the day you receive your goods to tell us that you wish to cancel your order.

Once you have told us that you wish to cancel, you normally have a further 14 days to return the goods.

You do not need to give us a reason.

To request a return, email:

Please include:

• Your name

• Your order number

• The item or items you wish to return

CONDITION OF RETURNS

You may inspect an item in the same way that you reasonably could in a physical shop.

Returned products should be kept in good condition and securely packaged for their return journey.

Where handling beyond what is reasonably necessary has reduced the value of an item, we may make an appropriate deduction from the refund where permitted by law.

RETURN POSTAGE

Unless an item is faulty, damaged, incorrect or we have agreed otherwise, customers are responsible for the direct cost of returning unwanted goods, where this was made clear before purchase.

We strongly recommend obtaining proof of postage.

Please package crystals particularly carefully, as they may be heavy or fragile.

REFUNDS

Once a valid return has been received, refunds will be issued within the timeframe required by UK consumer law.

Refunds will normally be made using the original payment method.

For qualifying cancellations, we will also refund the amount paid for our standard delivery option where required by law.

If you selected a more expensive delivery service, any additional amount above our standard delivery cost does not normally have to be refunded.

FAULTY, DAMAGED OR INCORRECT ITEMS

If your item is faulty, arrives damaged, is incorrect or is materially different from its description, please contact us.

Email:

Please provide your order number and photographs where they will help demonstrate the problem.

Your statutory rights for faulty or misdescribed goods are separate from your right to change your mind.

NATURAL CRYSTALS

Please remember that crystals are natural products.

Natural inclusions, mineral deposits, fissures, cavities, uneven formations, variations in colour and other naturally occurring characteristics are not necessarily faults.

We photograph and describe our individual specimens as accurately as reasonably possible so that you can see the character of the piece before purchasing.

However, if a crystal is genuinely damaged, faulty or materially different from its description, your statutory rights remain unaffected.

EXCEPTIONS TO CHANGE-OF-MIND RETURNS

Some goods are legally exempt from the usual online cancellation rights.

Depending on the product, this may include:

• products made to your specification;

• clearly personalised products; and

• sealed products that are unsuitable for return for genuine health or hygiene reasons once unsealed.

Any exclusion will only be applied where permitted by UK law.

These exclusions do not remove your statutory rights where an item is faulty or not as described.

CANCELLING BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, contact us as soon as possible:

If we can stop the order before dispatch, we will do so.

CONTACT

Willow & Wick Crystal Boutique

85 St Johns

Worcester

WR2 5AG

United Kingdom