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Customer care

Returns & Exchanges

Everything to know about eligibility, timing, return shipping, exchanges and refunds.

At a glance

The essentials, made clear.

The key deadlines, costs and approval steps for an eligible return.

30 days Request window For eligible unused and uninstalled items.
15% Restocking fee Applied to approved buyer’s returns.
Both ways Shipping responsibility Original outbound and return freight apply.
RMA first Approval required Contact Customer Care before shipping anything back.
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Full policy

Returns & Exchanges details

Use the section guide to find a specific answer. Every condition remains visible below for clarity and reference.

Willow Bath and Vanity Returns & Exchanges Policy

This policy applies to orders placed directly with Willow Bath and Vanity. Orders placed through an authorized retailer may follow that retailer’s return procedures.

Deadlines at a glance

  • Visible freight damage: Document it before signing and report it the same day.
  • Concealed freight damage: Report with photographs within 48 hours of delivery.
  • Buyer’s return: Request authorization within 30 days of delivery.
  • Manufacturing defect found within 30 days: Contact Customer Care for review.
  • Manufacturing defect found after 30 days: Follow the One-Year Limited Warranty process.
  • Cancellation: Request before the order ships.

Return eligibility

All returns require prior approval and a Return Merchandise Authorization (RMA). To qualify for a buyer’s return, the product must:

  • Have been delivered within the previous 30 days
  • Be unused, uninstalled, unassembled, and unmodified
  • Be in its original Willow packaging and crating materials with all inserts and paperwork
  • Be repackaged exactly as received, without writing or labels placed directly on the original packaging

Returns sent without an approved RMA may be refused and returned to the sender.

Buyer’s returns and fees

If you change your mind, order the wrong size or finish, or refuse an undamaged shipment after dispatch, the following charges apply:

  • 15% restocking fee based on the product subtotal
  • Original outbound shipping cost
  • Return shipping cost

If Willow arranges the return carrier, the return freight charge is deducted from the refund. If you arrange your own carrier, you are responsible for the cost, insurance, safe packaging, and active tracking.

Items that cannot be returned

  • Installed, assembled, used, altered, painted, drilled, or otherwise modified products
  • Products without their original Willow packaging and crating materials
  • Custom or made-to-order products
  • Products identified as final sale
  • Damage caused by installation, handling, misuse, normal wear, sunlight, humidity, standing water, or improper care

Sale, clearance, and as-is products

Sale and clearance products are not returnable unless the product has an undisclosed manufacturing defect. Products sold as-is, scratch-and-dent, floor model, liquidation, or final clearance are not returnable for conditions disclosed before purchase. Any additional coverage follows the written terms provided with the sale.

Freight damage

Visible damage

Inspect before signing. Note the exact damage or shortage on the delivery receipt and take photographs while the driver is present. Refuse any severely damaged item and write “refused due to damage.” Accept undamaged items when they can be separated. Contact Willow the same day.

Concealed damage

Unpack promptly and report concealed damage with photographs within 48 hours of delivery. Keep the product and all original packaging until the claim is resolved. Claims submitted after 48 hours may be denied.

Wrong item or missing part

If Willow shipped the wrong item or a component is missing, contact Customer Care with your order number, the SKU or QC label, and photographs of the item and packaging. Once verified, Willow will arrange the appropriate correction at no additional product or standard shipping cost.

Manufacturing defects and warranty claims

Defects reported within 30 days of delivery will be reviewed for a replacement part, replacement product, repair, or return, as appropriate. Manufacturing defects discovered after 30 days may be covered by the One-Year Limited Warranty. Installation damage, normal wear, natural wood or stone variation, and improper care are not manufacturing defects.

How to request a return

  1. Contact support@willowbathandvanity.com or 877-788-8444 within the applicable deadline.
  2. Provide the order number, product SKU, reason for return, and photographs when requested.
  3. Wait for the written RMA and return instructions before shipping anything.
  4. Repackage the product exactly as received and release it only to the approved carrier.

Cancellations and changes

Orders may be canceled before shipment. Once an order has shipped, it cannot be canceled or changed. A refused undamaged shipment will be processed as a buyer’s return and will be subject to the 15% restocking fee plus outbound and return shipping.

Refund timing

Returned products are inspected after arrival. Approved refunds are issued to the original payment method, less applicable fees and shipping charges, generally within 5–10 business days after approval. Your bank or card issuer may require additional time to post the credit.

Authorized retailer purchases

Start the return with the retailer shown on your receipt. If the retailer directs you to Willow, provide the retailer name, proof of purchase, delivery date, and product information when contacting Customer Care.

Contact

Online orders and customer care: 877-788-8444 · support@willowbathandvanity.com