Terms & Conditions

Refunds/Returns/Cancellation: All Sales are FINAL.

No refunds or returns on items are allowed except in the case of an error on our part.

Please email sale.willowandmum@gmail.com within 24hrs  of receiving your order to submit your request. 

Your request MUST include 

1. Photo of your Packing Slip
2. Photos of the Good Received or 
3. Photos of the Damaged Good and Packaging

Without these items we are unable to assist you.

If a return is required for unwanted items this is the cost of the customer.

If items are out of stock and a refund is required this will be issued as a sore credit.

If your order arrives and the package is DAMAGED you must take this to Australia post and have them asses it. If items are missing this needs to be taken asap to ensure you can get compensation for the missing or broken items. This doesn't fall back onto Willow & Mum Transfers, it is to be taken up with Australia post as we have paid them for the service and this is their responsibility. 

We will not replace or refund anything until you have been to Australia post and provided them with the parcel and you have a case number form them.

**Disclaimer of Liability

We disclaim any liability for personal injury, property damage, or other damages arising from the use, misuse, or inability to use our products. This includes, but is not limited to, allergic reactions, ingestion, injury from broken items, or any unforeseen consequences.

UV DTF’s, Tumbler Blanks & Accessories:

All orders are shipped within 1-7 business days unless otherwise mentioned. During peak seasons, we reserve the right to extend shipping time to 5-14 business days.

NOTE! All Double walled items are leak tested before sending out to each customer. Please note you are also required to leak test your items before filling your product. We are UNABLE to offer a replacement or store credit  if the product has been filled and you haven't leak tested your items. 

Preorder Policy, we provide preorder opportunities for select items. When placing an order during a preorder listing along with items currently in stock, please be aware that your order will not be shipped until the preorder items are ready for dispatch, regardless of the duration. To ensure timely delivery, we recommend placing orders containing preorder items exclusively during the designated preorder periods. This practice helps avoid extended shipping times associated with the preorder fulfilment process.

Customisations: Should an item warrant any customisations, they need to be discussed before ordering; Any unapproved customisations in checkout notes will not be honoured.

 Address Change & Order Modifications: Address changes after placing an order are not possible. We will not modify orders or allow add-ons to any order post-purchase.

Rush Orders:We do not offer a rush fee. First in First packed.

All orders are processed in the order that they are received.

 Email Inquiries: Email all enquiries to sales.willowandmum@gmail.com. Responses will be sent within 24-48 business hours of receiving emails. We will not send responses for information that is found under our terms and conditions. 

Shipping & Claims: All orders shipped via APS and Aramex. Tracking information sent via email. We are not responsible for shipping delays. Willow & Mum Transfers will not be responsible for changing your shipping address after the order is placed or your order being delivered to the wrong address. We are also not responsible for delays in shipping once your order has been handed over to the courier company.

If an item arrives damaged, photos of the outside of the shipping box (including one of your shipping label), photos of the inside of your shipping box, and photos of the damage must be emailed to sales.willowandmum@gmail.com within 24 hours of the item being received. 

We will file a claim on our end and will either refund or replace the item at our discretion. A lot of times a refund is more feasible than replacing the item. Willow & Mum is  not responsible for any lost or stolen packages.

Once your package has been accepted by the carrier I am no longer responsible for what happens.

Please do not email or message us on different platforms if we are still within our processing timeframe, asking when your order will be shipped.

Product Availability and Discontinuation: Product availability is subject to change and that we reserve the right to discontinue or modify our product lineup at any time. Should a product be discontinued, it will not occur while there are orders pending for them. Should a product on the website have an incorrect stock count a refund will be applied in way of a store credit.

Cancellation/Refusal of Service: Right to cancel/refund orders and refuse service at any time for any reason. If this occurs the money will be refunded in way of a store credit.

Chargeback Policy: In the event that a customer initiates a chargeback with their financial institution for a valid or invalid reason, we reserves the right to take the following actions,

1. Order Cancellation: If a chargeback is initiated by a customer, we reserve the right to cancel any existing or future orders placed by that customer without prior notice. This includes orders that have been paid for and not yet fulfilled.

2. Refusal of Service: We reserve the right to refuse service to customers who have a history of initiating chargebacks. This includes but is not limited to, declining future orders and prohibiting access to certain features of our website and social media platforms.

Shop Policy Agreement: By placing an order, you acknowledge and agree to abide by these terms and conditions.