Refund policy
Need to return an item? The information below explains our return conditions, how to get started, and what to expect from the refund process.
30-day returns
You may request a return within 30 days of receiving your order. To be eligible, your item must be:
- Unused and in the same condition as received.
- Returned in its original packaging.
- Accompanied by proof of purchase.
Sale and discounted items are eligible for returns under the same 30-day return conditions.
We cannot accept items that are returned more than 30 days after delivery, are not in their original condition, or are damaged or missing parts for reasons not caused by our error.
How to start a return
- Contact us: Email Service@willowybe.com with your order number and proof of purchase.
- Get return instructions: Contact our team before sending your item back so we can provide the return instructions.
- Prepare your return: Pack the eligible item in its original packaging and follow the instructions provided.
Return shipping costs
Return shipping costs are the customer’s responsibility and are non-refundable, except where the return is due to our error. For higher-value returns, we recommend a trackable, insured shipping service.
Damaged or defective items
If your item arrives damaged or defective, email Service@willowybe.com. We will review the issue and, where appropriate, arrange a replacement of the same item.
Refunds and processing
After we receive and inspect an approved return, we will email you with the outcome. Approved refunds are issued to your original payment method.
Your bank or card provider may require additional time to post the refund.
Need help?
For questions about a return or refund, email Service@willowybe.com and include your order number.