Returns Policy

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,

Refunds and Returns

Willowlicious does not do any refunds for goods that have been dispatched from our warehouse already. 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 R150 to R900 depending on location. Refunds are normally granted for cancelled orders that have not left our warehouse yet.

 Please note that we do not accept returns on:
 Sale items
Food and treatment items
• No returns will be accepted after the 7-day period has lapsed.

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,

We reserve the right to charge a 25% administration fee for returned orders should the returns process incur significant administration expenses.