Refund policy

🔄 Return Policy

Last updated: 27 May 2026

We have a 7-day return policy, meaning you have 7 days after receiving your item to request a return.

✅ Eligibility for Returns

To be eligible for a return, your item must be:

  • Unused and unlit (for candles)
  • Undamaged and unaltered (for jesmonite decor)
  • In its original packaging

You’ll also need your receipt or proof of purchase.

📩 How to Start a Return

To start a return, contact us at:
📧 willowvale.co@outlook.com

Returns must be approved before being sent back.

Return Address:
10A Hareburn Road
Blackdog, Aberdeen
AB23 8AR
United Kingdom

If your return is accepted, we’ll send instructions on how to return your item.

⚠️ Items sent back without approval will not be accepted.

🚚 Return Shipping Costs

Customers are responsible for return shipping costs unless the item is:

  • Damaged
  • Faulty
  • Incorrect (wrong item sent)

In these cases, we will cover the return shipping.

📦 Damaged, Faulty, or Broken Items

Please inspect your order upon arrival.

If your item arrives damaged, broken, or faulty, contact us within 48 hours of delivery with:

  • Your order number
  • Clear photos of the item
  • Photos of the packaging

Due to the fragile nature of jesmonite decor, minor air bubbles or slight variations may occur and are not considered defects.

We will assess the issue and offer a replacement or refund where appropriate.

🚫 Non-Returnable Items

We do not accept returns for:

  • Custom or personalised items
  • Used or lit candles
  • Sale items
  • Gift cards

If you’re unsure, please contact us before purchasing.

🔁 Exchanges

We do not offer direct exchanges.

The quickest way to get a different item is to:

  1. Return your original item
  2. Place a new order once your return is approved

💳 Refunds

We will notify you once we’ve received and inspected your return.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note:

  • Your bank or card provider may take additional time to process the refund
  • If more than 15 business days have passed since approval, contact us at:
    📧 willowvale.co@outlook.com

⚖️ UK Consumer Rights (Important)

This policy is in addition to your rights under the Consumer Rights Act 2015.

If an item is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund in line with UK law.