Refund policy

OUR REFUND & RETURN POLICY

Changed your mind? We are happy to offer a return within 14 days for qualified items as noted below. We value our customers and want you to buy with confidence and be happy with your purchase. If you are not satisfied with your purchase, please contact us and we will do our best to work with you on a solution to resolve the issue and ensure your satisfaction.

Returns

We offer a 14-day return policy from the day you receive your order. To qualify for a return, the following conditions must be met:

·       Exceptions & Non-Returnable Items are NOT refundable. Please refer to the list below.

  • The item(s) must be received and inspected by Avalon Willow Home staff to be in the same condition it was sold in. This is for the safety of both our team and customers, as we do not resell used items. The item must be unused, unworn, and unwashed, with all original tags and product packaging intact.
  • A proof of purchase or order number must be provided to us within 14 days from the date your order was delivered to you.

Please Note:

  • Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect.
  • Original shipping fees are non-refundable.
  • Refunds will reflect the price you paid at the time of purchase, including any applicable taxes on the returned items.

·       Our refund processing time is usually 3 to 5 business days. It may take some time for your bank or credit card company to process and post the refund.

 

Exceptions & Non-Returnable Items

Certain items cannot be not eligible for a refund or return. These include, but are not limited to:

  • Items that are worn, used, washed, without tags or without their original packaging: These items will not be refunded or exchanged. 
  • Personal Care Products: (such as soap bars, bath bombs, dryer balls, kitchen brushes)
  • Custom Products: (special orders or personalized items)
  • Perishable Goods: (including dried flowers, plants as these are fragile)
  • Sale & Clearance Items: Our Sale & Clearance section features items at discounted prices. Please note that all discounted items, regardless of the discount amount, are FINAL SALE and are not refundable. Only regular-priced items are eligible for returns.
  • Beauty Products: For hygiene reasons, we cannot accept returns on dryer balls, soap bars, bath bombs, and other personal care items unless the item is defective upon receipt.
  • Holiday/Seasonal Items: These items are Final Sale and cannot be returned (including Christmas, Easter, Thanksgiving, and other holiday-specific items).
  • Candles: Must be unused, unlit, and in new condition for a return. Candles purchased on sale, are not eligible for a refund.
  • Bedding: Due to hygiene reasons, we cannot accept returns on any bedding including flat sheets, fitted sheets, duvet covers, pillowcases, or shams.
  • Free Gifts & Promotional Items: Any complimentary gifts included with your order are not eligible for return or exchange and are considered gifts with no refund value. If you prefer not to keep your gift, we kindly ask that you consider donating it or disposing of it responsibly.

To initiate a return, please email us within 14 days of receiving your order.

NOTE: Unauthorized returns or any returns that do not meet our return policy criteria will not be refunded and the merchandise will be returned to the customer at their own cost.

Cancellations

Cancellation requests are considered based on the status of your order. If your order has not yet shipped, we may be able to accommodate your cancellation request. However, once your order has shipped, it cannot be canceled, and you will need to follow our return process once you receive the item, if desired. Return shipping costs will be at the customer's expense.

Amending an Existing Order

If you wish to amend an order that has not yet shipped (such as adding or removing items), please contact us as soon as possible at hello@avalonwillowhome.ca. While we will do our best to accommodate your request, please note that we cannot guarantee approval of changes once the order is in processing.

Damages Due to Shipping

If your shipment arrives with damaged packaging, please take pictures of the box or bag before opening. Keep these photos for reference, as they may be needed if your items are damaged. Do not dispose of the damaged packaging until you’ve contacted us.

After opening your order, inspect the items. If any products are damaged, defective, or incorrect, please contact us immediately with your full name, order number, and photos of the damaged items and packaging. This helps us assess the issue and, if necessary, report it to the carrier within their allowed period for further investigation.

Once we receive your email, we will evaluate the situation and provide return instructions. If the return is approved, we’ll process a refund to your original payment method within 5 business days. Please note, unauthorized returns or those not meeting our policy will not be refunded and will be returned to you at your expense.

 

ADDITIONAL INFORMATION

We reserve the right to change or update our Refund / Return Policy as noted on this page without any notice. 

By placing an order from our website, you agree to have read, understood, and agreed to our Terms & Conditions (Terms of Service) as well as our Refund, Shipping, and Privacy policies. 

CONTACT US

For more information, contact us at hello@avalonwillowhome.ca