Criteria for returning an item:

1. The return must be logged within 7 days of the item being bought or delivered, whichever is later.
2. The item must be in a unused except in the case of damaged or faulty items.
3. The item must qualify as an item that can be returned. See non-returnable items below.
4. The item must be in its original packaging.

Non-returnable items:

1. Food or snacks. Except for:
   1. items of food that are damaged prior to receipt;
   2. where the expiry date on the item precedes the delivery date;
2. Treatment products such as Tick & Flea tablets and sprays (except where the expiry date on the item precedes the delivery date)
3. Items explicitly marked as non-returnable.
4. Sale items or Gifts

The Cancellation Process

1. Select cancel order button

On your confirmation of order page, select cancel order. An email will be sent to Willowlicious to cancel your order.

Orders need to be cancelled within 2 hours of placing the order and paying for the order. Cancellations placed after this time frame cannot be cancelled. We do not accept any cancellation that are currently in processing.

If a refund is granted for goods that have been dispatched, the customer will be responsible to refund our delivery charges from courier company which can be anything from R60 to R500 depending on location as well as the R60 admin fee for packaging materials.

The Returns Process

1. Contact Us

If on receiving your order you are not absolutely happy with your purchase or we have delivered the wrong product or a faulty product or an item is missing, please  email orders@willowlicious.co.za immediately.

within 2 days for items missing from your order,

within 7 days for exchanges, returns and faulty products.

2. Return the Item(s)

We pride ourselves on our attention to detail but sometimes we get things wrong. If we have delivered an incorrect, faulty or expired item to you, we will arrange to collect and replace or credit the item, at our cost, as quickly as possible.

If you are wanting to return an item because it is unpalatable to your pet, doesn’t fit your pet or you have changed your mind and don’t want it any more, you will need to arrange to return the item, at your own cost, alternatively let us know if we should arrange a courier to collect the items from you, the return cost of shipping will be deducted from your refund amount.

We reserve the right to charge a R60 administration fee for returned orders should the returns process incur significant administration expenses.

3. Manufacture defaults

We warrant that our products will be free of defects as at the time of shipping, however, our products are all subject to the manufacturer’s warranties.

Should an item appear to be defective/faulty within 7 (seven) days from receipt of your order, we shall collect the item and return the item to the manufacturer or its official distributing agent for assessment thereof. If the manufacturer or its official distributing agent determines that the product is indeed defective/faulty and is protected by a warranty, we shall repair and return or replace the item at our costs.

If the product has been inspected by the manufacturer or its official distributing agent and is not regarded as defective/faulty, alternatively if the item is not protected by a warranty, the costs associated with the return of the item, which has not been repaired or replaced, will be for your account.

Should you not be entirely satisfied with the item you have received via the website, you may return the item to us, at your own costs, within 7 (seven) days from receipt of your order. The item should be returned in its original packaging, be unused and in the same, original condition it was received by you. The item shall be inspected by the relevant Store Manager to determine whether the item was returned in its original condition and packaging. As there is no general right of return, the return will be accepted, only if the Store Manager is satisfied with the status of the item and packaging,

4. Processing of credit, refunds and exchanges

Refunds are paid within 10 business days of the returned item having been cleared and approved for a refund. The money will be refunded back in the form of payment used  for the original order (either EFT or Credit Card), unless specified that a store credit or a swop out is preferred.

Credit to wallet, where your Willowlicious account has been credited, you will be entitled to use such credit towards other purchases made by you on the site. Please note that if you’ve requested a refund as a credit on your profile it is considered a final decision and cannot be changed to another credit option later.

Exchanges are made within 5 business days of the returned item and having been cleared and approved for an exchange.