Refund policy
Returns & Exchanges Policy
Willow Bath and Vanity LLC — Effective Date: August 25, 2025
This policy applies to orders placed directly with Willow Bath and Vanity LLC. Policies may differ for orders placed through an Authorized Retailer — please contact your retailer or us directly for confirmation.
Return Deadlines at a Glance
- Visible damage at delivery: Refuse the shipment — do not sign
- Concealed damage: Report within 48 hours of delivery
- Defective items: Request within 30 days of delivery
- Buyer’s returns (unopened/unused): Request within 30 days of delivery
- Cancellations: Before shipment only
General Return Requirements
All returns require prior authorization. To start a return, contact us first — returns received without a Return Merchandise Authorization (RMA) will be sent back to the sender.
To be eligible for a return, all of the following must apply:
- Delivered within the last 30 days
- Item is unused and uninstalled
- Item is in its original packaging, including all packaging material, factory inserts, and paperwork
- Do not write on or mark the outside of the packaging. Packages with writing or markings on the exterior will not be accepted.
- Item is repackaged exactly as it was shipped
Items that cannot be returned under any circumstances:
- Items that have been partially or fully installed or assembled
- Modified or altered items
- Items not in original Willow Bath and Vanity packaging and crating materials
- Custom or made-to-order items
- Final sale items
- Items damaged through normal wear (sun exposure, humidity, or other natural factors)
Damaged Items
If you see any damage at the time of delivery, do not accept the shipment — refuse it on the spot. Accepting a damaged delivery makes it significantly harder to resolve your claim.
Visible Damage (at Delivery) — Refuse the Shipment
- Inspect the shipment before signing. If you see any damage, refuse the delivery.
- Note “refused due to damage” on the Proof of Delivery and take photos before the driver leaves.
- Contact us the same day at 877-788-8444 or support@willowbathandvanity.com to report the refusal and start your claim.
Concealed Damage (discovered after delivery)
- Unpack fully within 48 hours.
- Keep all original packaging.
- Report with photos within 48 hours.
Claims reported after 48 hours may be denied. Do not discard packaging until your claim is resolved.
To report damage: 877-788-8444 or support@willowbathandvanity.com
Defective Items
Defect claims must be submitted within 30 days of delivery.
If your item arrives with a manufacturing defect, we will investigate and arrange a replacement part, full replacement, or return as appropriate.
To submit a defect claim, provide all of the following:
- Photos and/or videos clearly showing the defect
- The product SKU number or the Quality Control sticker found on countertops and cabinets
- Your order number
Submit claims to 877-788-8444 or support@willowbathandvanity.com. We will respond with a resolution or return approval.
Buyer’s Returns (Unopened / Change of Mind)
Returns must be requested within 30 days of delivery. Items must be unused, uninstalled, and in original packaging.
If you change your mind or ordered the wrong item, you may return it subject to the following fees:
Return Fees
- 15% restocking fee (applied to the order subtotal)
- Original outbound shipping cost (deducted from refund)
- Return shipping cost — if using Willow’s carrier, deducted from your refund. If using your own carrier, you are responsible for the cost and must provide tracking within 30 days of delivery.
Return Process
- Contact us to request a Return Merchandise Authorization (RMA).
- Repackage the item exactly as received — original packaging, crating materials, and all inserts.
- Ship using Willow’s arranged carrier or your own carrier with tracking provided to us.
- Once received and inspected, a refund or credit will be issued.
Returns delivered after 30 days from the original delivery date may be subject to partial credit at Willow’s discretion.
Wrong Size or Finish
We are not responsible for customer or retailer measuring errors, or if a color finish does not match expectations. We strongly recommend requesting a sample before placing an order.
- To request a sample: Email info@willowbathandvanity.com
- Always double-check measurements before ordering.
- If the wrong size was received due to a customer or retailer error, the responsible party is responsible for return shipping and any delivery charges for a replacement.
Cancellations
Orders can only be canceled before shipment. Once a shipment is in transit, it cannot be canceled.
To cancel, contact us as soon as possible at 877-788-8444 or support@willowbathandvanity.com. You will receive an email confirmation once your cancellation is approved.
If your cancellation request comes too late:
- If the order is already in transit and you refuse delivery without documented damage, the return will be treated as a Buyer’s Return and all associated fees will apply.
Sale & Clearance Items
We do not accept returns or exchanges on sale or clearance items, except in cases of manufacturing defects. All sale items are marked on our website with a “Sale” tag.
Carrier & Storage Fees
The following fees are the responsibility of the customer or retailer:
- Storage fees at the carrier terminal if you are unresponsive to delivery scheduling attempts. These fees are set by the carrier and will be passed through.
- Re-consignment fees (address changes after shipment is in transit) are billed at carrier rates.
- Incorrect address fees: If incorrect shipping information was provided at the time of order, any resulting fees are the customer’s or retailer’s responsibility.
Note for Authorized Retailers
Retailer returns follow the same process above. Upon RMA approval and inspection of a return in acceptable condition, credit will be issued for the full order amount minus the 15% restocking fee, original outbound shipping, and return shipping. Tracking information must be provided and activated within 30 days of delivery.
Contact Us
Our team is here to help with any return, damage, or defect question.
📞 Phone: 877-788-8444 — Monday–Saturday, 9:00 a.m.–5:00 p.m. ET
✉ Email: support@willowbathandvanity.com
You can also visit us at our showrooms in Alpharetta, GA and Norcross, GA.