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Return Policy

Willow Tree Soul Gifts

RETURN POLICY

Please read the terms and conditions carefully.

Returns and Exchanges
Please select your items carefully. Willow Tree Soul Gifts does not offer a refund for change of mind or incorrect choice. However if you are not 100% satisfied with your purchase we will gladly provide you with an exchange or credit note (valid for 6 months) for full priced items. Willow Tree Soul Gifts does not offer a refund/exchange on gift cards, any SALE items or purchases made using a gift card/discount voucher/code and does not refund postage/shipping charges. This applies to both Australian and International orders.

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.
* The item should be returned within 10 days (from the day you received your order to the day you send to Willow Tree Soul Gifts). Once you have returned your item send us email at Sales@willowtreesoulgifts.com.au to confirm your tracking details. This is particularly important for International customers as your parcels will take longer to arrive.
* Include proof of purchase – receipt or credit card copy available for proof of purchase on request.
* 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 delivery 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 3 days of receipt of your order. These will be assessed and if it is determined that the damage is a manufacturing fault we will arrange for it to be fixed or replaced if possible, or refunded. If damage is determined to be have been caused whilst in transit and you have paid for Extra Cover/Insurance we will provide you with a copy of the postal receipt and assist you where we can with lodging a claim with Australia Post. Please note that only you can lodge the claim with Australia Post and Australia Post will only communicate with you on the status of your claim. All claims are processed via Australia Post directly.

If you receive an item/s that has been damaged or your item/s 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/s to obtain an insurance quote.

Conditions for Refunds or Exchanges
* Products must be returned within 10 days of purchase.
* 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 me at Sales@willowtreesoulgifts.com.au within 5 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.

Once complete, simply send back your item(s) using our 2 services:

Within Australia
* Ensure all tags are intact and items are unused as per the conditions above.
* Generate your RMA number using the steps above.
* To post the item you will need to purchase a prepaid satchel at your local post office at your expense.
* Include the following items with your return, the pre paid satchel, the item(s) you wish to exchange/refund and the Willow Tree Soul Gifts invoice with the RMA.
* Please hold onto the tracking number for your package once you have posted it.
* Once Willow Tree Soul Gifts has received and evaluated your item/s your exchange/credit note/refund will be processed within 3 business working days. Expenses associated with postage shall not be refunded on any return items.
* Please note Willow Tree Soul Gifts cannot be held liable for any items lost or damaged in transit, so keep your tracking number safe. It is highly advisable to add Extra Cover on your postage for returned items valued over $50.00.

International Orders
* Ensure all tags are intact and items are unworn as per the conditions above.
* Generate your RMA number using the steps above.
* To post the item you will need to purchase a prepaid international satchel at your local post office at your expense.
* Include the following items with your return, the pre paid satchel, the item/s you wish to exchange and the Willow Tree Soul Gifts invoice with RMA.
* Please hold onto the international tracking number for your package once you have posted it.
* Once Willow Tree Soul Gifts has received and evaluated your package your exchange/credit note/refund will be processed within 3 business working days. Expenses associated with postage shall not be refunded on any return items.
* Please note Willow Tree Soul Gifts cannot be held liable for any items lost or damaged in transit, so keep your tracking number safe. It is highly advisable to add Extra Cover on your postage for returned items valued over $50.00.
* Please indicate on the package that the items are intended 'For Exchange'. Without such notice, the package is at risk of attracting additional customs duties and taxes which Willow Tree Soul Gifts is not responsible for.
* Willow Tree Soul Gifts does not offer free shipping on International exchanges. If you wish to exchange an item, shipping costs shall be at the consumer's own expense.

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 http://www.fairtrading.nsw.gov.au/ftw/Consumers/Consumer_guarantees_warranties_and_refunds.page.

Any Questions?
If you have any queries regarding the returns/exchanges process, please do not hesitate to contact Willow Tree Soul Gifts by email at Sales@willowtreesoulgifts.com.au.