Refund policy

30-day returns

If a piece isn’t right, return it within 30 days of delivery for a full refund of the item price. It needs to come back unused and in its original packaging.

This is our store policy for change-of-mind returns. It does not replace your rights under Canadian consumer protection law if an item is damaged, faulty, not as described, or not delivered as agreed.

About finish variation

Every piece is cast and then patinated by hand, so colour and finish vary slightly from one to the next. That variation is normal and is not a fault. If you’re unhappy with how yours turned out, tell us anyway and we’ll sort it.

How to start a return

Email info@whitethornandwillow.com with your order number and a short note about what’s wrong. We’ll reply within 2 business days with return instructions. Please don’t send anything back before you hear from us.

Return shipping

If the item arrived damaged, faulty, or isn’t what you ordered, we cover return shipping and refund you in full, including the original shipping charge. For a change of mind, return shipping is yours to pay.

Damaged on arrival

Send us a photo within 7 days of delivery and we’ll replace the piece or refund it, whichever you prefer. You won’t need to send the broken one back.

Refunds

Once your return reaches us we’ll inspect it and refund to your original payment method within 5 business days. Your bank may take a few days longer to show it.

Cancelling an order

If your order hasn’t been dispatched yet, email us and we’ll cancel it and refund you in full.

Where we ship

We sell to customers in Canada. If your province gives you additional rights on online purchases (for example where required information wasn’t provided, or goods aren’t delivered within the agreed time), those rights apply in addition to this policy.