Return & Refund Policy

1. Overview

At Willow & Stitch, we take pride in the quality and craftsmanship of our embroidered and personalized products. Each item is carefully made to order, and we want every customer to be completely happy with their purchase.
This policy explains when and how you can return items, request refunds, or seek assistance under your Australian Consumer Law (ACL) rights.

2. Change of Mind

Because most of our products are custom-made or personalized, we are unable to offer refunds or exchanges for change of mind or incorrect selections.
We recommend double-checking all spelling, colours, and design details before finalizing your order.

If your item is not personalized, we may, at our discretion, accept a return or exchange within 14 days of purchase, provided the item is:

Unused, unwashed, and in its original condition and packaging; and
Accompanied by proof of purchase (e.g., your order confirmation or receipt).

In these cases, you are responsible for return shipping costs.

3. Faulty, Damaged, or Incorrect Items

We take every care to ensure your order arrives in perfect condition. However, if you receive a product that is faulty, damaged, or incorrect, please contact us at sales@willowstitch.com.au within 7 days of receiving your order.

Please provide:

Your full name and order number
Photos of the fault or incorrect item
A brief description of the issue

Once assessed, we will offer one of the following solutions:

A replacement of the same item (where possible)
A repair of the item (if applicable)
A full refund to your original payment method

We will cover return shipping costs for confirmed faulty or incorrect items.

4. Refunds

Approved refunds will be processed back to your original payment method within 5–10 business days, depending on your payment provider.
Please note that we cannot refund shipping fees (unless the item is confirmed faulty or sent in error).

5. Sale & Promotional Items

Items purchased on sale or during promotions are non-refundable unless faulty under Australian Consumer Law.

6. Custom and Personalised Orders

As each embroidered or personalized product is made specifically for you, we cannot offer a refund or exchange unless:

The product is faulty; or
There has been an error on our part (e.g., incorrect spelling, colour, or design).

We encourage you to carefully review your customization details before submitting your order.

7. Consumer Rights

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

For more information on your rights, visit the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au.

8. Contact Us

If you have any questions about our Return & Refund Policy or need assistance with your order, please contact our customer care team:

Willow & Stitch
Email: sales@willowstitch.com.au
Website: www.willowstitch.com.au
ABN: 22 664 587 860
Location: Campbelltown, NSW, Australia