Returns & Cancellation Rights
At Willow & Woods, we want you to feel confident when ordering from us. This policy explains your rights if you change your mind, receive a faulty item, or need to contact us about a problem with your order. If you have any questions, please contact us at katie@willowandwoods.co.uk.
Your right to change your mind
If you've purchased a standard product through our website, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
The cancellation period ends 14 days after the day you (or someone you nominate) receive your order.
To exercise your right to cancel, simply contact us before the end of the cancellation period using the details below. You don't have to use the model cancellation form on this page - a clear email or letter telling us that you wish to cancel your order is perfectly acceptable.
Email: katie@willowandwoods.co.uk
Postal address:
Katherine Beardsley / Willow and Woods
Unit 168391,
PO Box 7169,
Poole,
BH15 9EL
Nothing in this policy affects your statutory rights under UK consumer law.
If an item arrives faulty, damaged, not as described, or not fit for purpose, please contact us as soon as possible and we will work with you to resolve the issue.Depending on the circumstances, this may include a replacement, repair or refund.
Returning your order
You are responsible for the cost of returning unwanted items unless the product is faulty or supplied in error.
To exercise your right to cancel, please email katie@willowandwoods.co.uk within 14 days of receiving your order.
Please return items:
- unused and in their original condition;
- in their original packaging where possible; and
- within 14 days of telling us you'd like to cancel.
Once we've received the returned goods (or evidence that they've been sent), we'll refund all payments due to you, including the standard cost of delivery, within 14 days.
Refunds will be made using the same payment method you used when placing your order, unless we've agreed otherwise.
This applies to:
- Standard wallpapers
- Tea towels
- Standard art prints that have not been personalised
- Other non-bespoke products where stated on the product listing
You can handle items as you would in a shop. If you handle them more than that, for example unwrapping or unrolling wallpaper so it can't be sold again as new, we may reduce your refund to reflect the drop in value.
We reserve the right to make a reasonable deduction from any refund if an item has been handled beyond what is necessary to inspect it.
Personalised products
Because many of our products are made specifically for each order, we cannot accept returns or cancellations for:
- Personalised printsBespoke commissions
- Products customised to your specifications
- Digital products or downloadable content
- Any item clearly identified as non-returnable on the product page
These products are produced specifically for you and cannot usually be resold.This does not affect your rights if the item is faulty, damaged or incorrectly supplied.
Damaged or Faulty Items
Please inspect your order as soon as it arrives.
We take great care in preparing every order. However, if your order arrives damaged, is faulty, or isn't what you ordered, please contact us as soon as possible at katie@willowandwoods.co.uk.
Please include:
Your order number
A description of the issue
Photographs showing the problem
We may ask for additional photographs or information to help investigate the issue with our production partners.
If there's a problem with your order, we'll work with you to put things right as quickly as possible.
Model Cancellation Form
You may use the form below if you wish to cancel your order under your statutory cancellation rights. You do not have to use this form.
To: Katie Beardsley trading as Willow & Woods
Email: katie@willowandwoods.co.uk
Postal address: Katherine Beardsley / Willow and Woods, Unit 168391, PO Box 7169, Poole, BH15 9EL
I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Signature (only if notifying us on paper):
Date:
If you have any questions before placing an order, or need help after your purchase, please don't hesitate to get in touch. We're always happy to help.
Wallpaper Inspection Before Installation
All wallpaper should be inspected carefully before cutting, hanging or installation.
Please check:
- Colour
- Design
- Quantity
- Print quality
- Product specification
Do not install wallpaper that appears faulty.If a defect is visible before installation, please contact us immediately.
We cannot accept responsibility for installation costs, decorator fees or consequential losses where wallpaper has been installed despite an apparent defect that could reasonably have been identified beforehand.
Downloads
This section applies only to paid digital products available for download from our website.
By purchasing a digital download, you expressly request that the download be made available immediately after purchase. You also acknowledge and agree that, once the download has begun, you lose your statutory right to cancel your purchase under the Consumer Contracts Regulations.
If, for any reason, your digital download cannot be accessed or is faulty, please contact us at katie@willowandwoods.co.uk and we'll work with you to resolve the issue as quickly as possible.This does not affect your statutory rights in relation to faulty digital content.
Refunds
Where a refund is approved, it will be issued to the original payment method.Refund processing times may vary depending on your payment provider but are usually completed within 14 days.
Contact Us
If you have any questions about this policy or your order, please contact:
Katie Beardsley trading as Willow and Woods
Email: katie@willowandwoods.co.uk