Terms & Conditions

Returns Policy

Australian Return Procedure And Conditions.
Our Returns Policy includes the rights you have under the Australian Consumer Law and provides you with additional benefits in addition to those rights.
If you are not completely happy with your purchase, we will refund your payment once the item is returned and received by us in a saleable condition in accordance with the requirements detailed below in our terms and conditions and must be received by us within 14 days from the date you receive your order for any reason, including change of mind.

Unfortunately, if your purchase has been custom made i.e., personalised name plaques or wall mounts, these items cannot be returned as they were made especially for you.

If a refund is required, the amount will be credited to your original method of payment within 7 days of us receiving the item.  Please note that shipping charges may apply in certain circumstances as detailed in the terms and conditions.

We cannot refund, exchange or issue credit notes on sale items. All sale items sold are regarded as final purchases, so please choose  carefully. If you are unsure about anything such as sizing, colour, etc. please email us at hello@homeandwillow.com.au with any questions and we will do our very best to advise before you place your order.

Faults and damages

For damaged or faulty items beyond the given time frames, we have guarantees in place on our workmanship that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund to compensate for any other reasonable loss or damage. If necessary, we can repair or replace your item if our goods are not of acceptable quality.
Please handle your item with care as once carved, the timber is less stable, when purchasing a wall mount for example. We cannot be liable for subsequent breakages unless, a wall mount for example, arrives broken in transit.
If your item/s is/are damaged when received, we must be notified within 14 days of it’s arrival to you by email to hello@homeandwillow.com.au Beyond this time, Home and Willow and its postage contractors cannot be held liable for damages.
To receive compensation, you will need to provide us with documentary evidence of the loss or damage suffered (photo) and/or documentary evidence that such loss or damage was consequence of a failure by Home and Willow to comply with a consumer guarantee under the Australian Consumer Law.

Variations in products

When purchasing a Home and Willow product, you will understand that we use some natural timbers and MDF. Timber may have natural imperfections due to the grain or knots. These natural marks can not be classed as faulty or damaged. We finish our pieces to the best of our ability however, grain within our timber and MDF products may have some rough edges and this is normal due to the manufacturing techniques.  Natural wood grain direction
can also have an affect on paint colour.

Shipping and handling

Our products are handmade so please be advised it can take up to 4 weeks for your order to arrive.  If times are busy, please be aware that your order may take longer without notice.  We understand how it feels to be eagerly awaiting a purchase so if your order is urgent as you are needing it for a certain occasion coming up, please email us directly prior to placing your order so we can help.

Please contact Australia Post with all initial inquiries if goods are lost or damaged in transit. We recommend to pay the extra fee at checkout for signature on delivery. The customer understands that when selecting no tracking, Home and Willow is not liable for the product once dispatched and it is out of our hands.

Safety

Our products are not toys and should not be left unattended with children.

Do not to leave wall mounts hanging over cot while your child sleeps.