Terms & Conditions

Where to find information about us and our products

You can find everything you need to know about us, Willow & Wood Ltd, and our products on our website before you order. We also confirm the key information to you in writing by email after you order.

When you buy from us you are agreeing that:

We only accept orders when we've checked them

We contact you to confirm we've received your order and we accept it when we dispatch the product and confirm dispatch to you.

Sometimes we reject orders

Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside the UK mainland or because the product was mispriced by us. When this happens, we let you know as soon as possible and refund any sums you have paid.

We charge you when you order

You will own your product once we have received payment in full and we have accepted your order.

We pass on some increases in VAT

If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.

Our products are delivered by a third-party courier

When we have confirmed your order, we will dispatch your product via a third-party courier as soon as we can. For larger products, we will get in touch with you to arrange delivery before we dispatch your product.

We’re not responsible for damage caused to your product after it has been dispatched

We’re not responsible if your product is damaged while in transit. If this happens, we won’t refund you any sums you have paid and you must contact the courier directly to resolve the issue.

We're not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, such as delays caused by our suppliers or with couriers, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us to end the contract and receive a refund for any products you have paid for, but not received, less reasonable costs we have already incurred.

Products can vary slightly from their pictures

A product's true colour may not exactly match that shown on your device or in our marketing or its packaging may be slightly different.

You have a legal right to change your mind

For most of our products, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.

When you can't change your mind. You can't change your mind about an order for:

  • products which are marked as “bespoke” on our website at the time of purchase;
  • goods that are clearly personalised; and
  • goods which become mixed inseparably with other items after their delivery.

The deadline for changing your mind. If you change your mind about a product you must let us know no later than 14 days after the day it is delivered. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.

How to let us know. To let us know you want to change your mind, contact us at: hello@willowandwood.co.uk, or alternatively please fill in the online form found at: willowandwood.co.uk/contact

You have to return the product at your own cost. You have to return your product to us within 14 days of your telling us you have changed your mind. Returns are at your own cost. You can send the product back to us, using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price. We recommend that you insure the product until it is safely returned to us in case it is damaged in transit. For help with returns, see our Returns Process: willowandwood.co.uk/returns or contact us at: hello@willowandwood.co.uk,

We only refund standard delivery costs. We don't refund any extra you have paid for express delivery or delivery at a particular time.

We reduce your refund if you have used or damaged a product. We may reduce your refund to compensate us for a product’s reduced value, such as where the product's condition is not "as new". In some cases, because of the way you have treated the product, no refund may be due. If you contact us before returning a product, we can advise you on whether we're likely to reduce your refund.

When and how we refund you. If you tell us you've changed your mind about a product that hasn't been delivered, we refund you as soon as possible and within 14 days. If you're sending your product back to us, we refund you within 14 days of receiving it (or receiving evidence you've sent it to us). We refund you by the method you used for payment. We don't charge a fee for the refund.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact us at: hello@willowandwood.co.uk.We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that You have several options for resolving disputes with us.

Summary of your key legal rights

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

  • Up to 30 days: if your goods are faulty, then you can get a refund.
  • Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
  • Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

We can adjust the price of our products

We will let you know before accepting your order if the price of your product has changed. If this happens, you can either pay us the outstanding balance and proceed with your order or you can choose to terminate the contract. You can contact us at hello@willowandwood.co.uk to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if you don’t, within a reasonable time, allow us to arrange delivery of the product to you.

We don't compensate you for all losses caused by us or our products

We're responsible for losses you suffer caused by us breaking this contract unless the loss is:

  • Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside our control. As long as we have taken the steps set out in the section We're not responsible for delays outside our control.
  • Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
  • A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Notice: https://willowandwood.co.uk/privacynotice

We may share your social media posts about our products

We do this to promote our business. We will always ask for your consent to share your social media posts on our website and on our own social media pages.

You have several options for resolving disputes with us

Contact us. We will do our best to resolve any problems you have with us or our products.

You can go to court. These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms apply to our contract

We can transfer our contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract. If you're unhappy with the transfer you can contact us to end the contract with 14 days of us telling you about it and we will refund you any payments you’ve made in advance for goods not provided.

You can only transfer your contract with us to someone else if we agree to this.

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something or for doing something you're not allowed to, but that doesn’t mean we can't do it later.