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FAULTY GOODS
If a product arrives faulty, please contact us within 7-days of receipt by phone or email. We will arrange either a replacement or a credit note for use against a future order. For account customers, a credit note may be applied to any outstanding invoices.
To assist with resolving the issue, please email a photo of the faulty item(s) along with your invoice number and a brief description of the fault to sales@willowdirect.com. We will then be in touch to discuss the best solution.
If a return is required, Willow Direct will arrange collection. Goods must be securely packaged and include a copy of the Willow Direct Goods Return Form.
GOODS ORDERED IN ERROR
If you have ordered goods incorrectly, please contact us within 14-days of receipt by phone or email. With written approval from our Customer Services Team, items may be returned at the buyer’s expense in exchange for a credit note.
A re-stocking fee of 20% of the invoice value applies (minimum charge: £10.00 + VAT), and original carriage charges are non-re-fundable.
Returns must be securely packaged to ensure they arrive in ‘as new’ condition and should include a copy of the Willow Direct Goods Return Form.
After we have approved a return, please send it to:
RETURNS, Willow Direct Ltd, Ravenstor Road, Wirksworth, Derbyshire DE4 4FY
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