We Get It – Things Happen.

The Down Low on Returns and Refunds.

 

Warranty & Returns Policy

The Willow Sensor and Willow Hub come with a standard 12 month warranty. The warranty covers the electronic components only. It excludes the battery, USB cable and any aesthetic imperfections that may occur such as bleaching or corrosion of the outer housing. To raise a warranty claim, please contact support@plantwithwillow.com.au

Damaged and/or faulty product

In an instance where you believe a product to be damaged or faulty, please first reach out within 14 days via email support@plantwithwillow.com.au outlining the issue, in order to be provided to receive a refund, replacement, or repair.

Product is to be returned to 6/102 James Street, Northbridge, WA 6003. The Willow support team will provide a printable pre-paid shipping label for returns. The free of charge service is shipped using Australia Post Parcel Post which typically takes 3-6 business days.

If the fault is determined to be caused through misuse, negligence, or failure to follow our recommendations we reserve the right to not offer a refund, exchange, or repair.

In the instance of damage or defect, we will replace the items, or if you prefer, refund the freight and purchase price. Replacement items are shipped by Australia Post Parcel Post which typically takes 3-6 business days.

Exchange

If you change your mind about an item, we are happy to exchange the product for you, but cannot provide a refund or refund of the freight costs. Please first reach out within 14 days of receiving the items via email support@plantwithwillow.com.au. Exchanges must be unopened and free of any damage.

We can’t accept responsibility for returns that are sent by non-traceable postage methods and are not received by us. Understandably, without the items we cannot issue an exchange or refund.

Exchanged items can only be dispatched after the returned goods have been received in accordance with the returns policy. Please be aware that you will incur an additional freight charge for the delivery of the replacement item (unless the item was faulty, damaged, or sent to you in error).

Consumer Guarantees

Our goods 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.