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Returns

RETURNS POLICY

Please read the terms and conditions carefully.

Returns and Exchanges (if applicable)

Please select your items carefully. Due to the unique nature of crystals, Willow Tree Soul Gifts does not offer a refund for change of mind or incorrect choice. Willow Tree Soul Gifts does not offer a refund/exchange on gift cards, sale items or purchases made using a gift card/voucher and does not refund postage/shipping charges. Exchanges will incur a postage fee which is required to be paid before the exchanged item/s is posted.

The following terms and conditions must apply to qualify for either an exchange, credit or refund;

* Items must be unused, and not tarnished, damaged or altered.

* Packaging, tags and labels should be attached and in the same condition as received.

* You must send us an email at sales@willowtreesoulgifts.com.au to request a RMA Number with your reason / details for return. The item should be returned within 14 days of purchase. Once you have posted your item/s send us email at sales@willowtreesoulgifts.com.au to confirm postage and tracking details.

* Include proof of purchase – receipt or credit card copy available for proof of purchase.

* Sale items are final sale only and cannot be returned, exchanged or credited if you have changed your mind or made an incorrect choice.

* Willow Tree Soul Gifts reserves the right to refuse returns of items when they do not meet the conditions set out above.

Please note, the cost of return postage is not covered by Willow Tree Soul Gifts and remains the responsibility of the buyer. We recommend that you use a tracked or registered mail carrier service for the return of your goods.

Faulty/Damaged Goods

All items are inspected prior to shipping and all effort is made to ensure your items are carefully packaged. If you receive a damaged item, please email us clear photos and other supporting evidence within 5 days of receipt of your order. These will be assessed and if it is determined that the damage is a manufacturing fault / defect we will arrange for it to be fixed or replaced if possible, or refunded if a replacement is not available. If damage is determined to be have been caused whilst in transit and you have paid for Extra Cover/Insurance you will need to lodge your claim via Australia Post.

If you receive an item that has been damaged or your item has been lost in transit and you have not purchased extra cover we are unable to offer a refund, exchange or credit note. Purchases without added insurance are at your own risk. Please contact us before finalising your purchase to obtain an insurance quote. Australia Post tracked postage provides Insurance up to the value of $100.00. Extra cover for orders over the value of $100.00 incurs an additional charge which is to be paid for at the time of purchase of your order or prior to your order being posted.

Conditions for Refunds or Exchanges (if applicable)

* Products must be returned within 14 days of purchase.

* Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

* Original tags and labelling must remain attached.

* Item(s) must be in original condition, unused, unworn, unsoiled. Items do not need to be in the original packaging for returns.

* An RMA number will be required for a refund/exchange and can be provided by contacting us at sales@willowtreesoulgifts.com.au within 3 days of receipt of your order.

* You will then receive an email with your RMA within 3 business days. Please write this on your invoice and include this in your return parcel.

* Returns will not be accepted without a RMA Number and not contacting Willow Tree Soul Gifts in the first instance. Please do not send back items without following these steps first.

All Customers

* Ensure all tags are intact and items are unused as per the conditions above.

* Generate your RMA number using the steps above.

* Include the item(s) you wish to exchange/refund and the Willow Tree Soul Gifts invoice with the RMA number.

* Post the item with tracking at your local post office at your expense.

* Please hold onto the tracking number for your package once you have posted it.

*Expenses associated with postage shall not be refunded on any return / exchange items. Postage will need to be paid by the customer for any exchanges where Willow Tree Soul Gifts is not deemed at fault.

* Please note Willow Tree Soul Gifts cannot be held liable for any items lost or damaged in transit, so keep your tracking number safe.

International Customers

* Please indicate on the package that the items are intended 'For Exchange/Return'. Without such notice, the package is at risk of attracting additional customs duties and taxes which Willow Tree Soul Gifts is not responsible for.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at Sales@willowtreesoulgifts.com.au.

Shipping

To return your product, you should mail your product to: Willow Tree Soul Gifts, 6 Gray Place, Kings Langley NSW 2147, Australia

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $100.00 in value, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Any Questions?

If you have any queries regarding the returns/exchanges process, please contact Willow Tree Soul Gifts by email at sales@willowtreesoulgifts.com.au.

Willow Tree Soul Gifts abides by Australian Consumer Law in relation to Refunds and Exchanges of Goods. Further information on your consumer rights can be found at https://www.fairtrading.nsw.gov.au/buying-products-and-services.