At oska+willow., we are committed to ensuring your satisfaction with every product you purchase. If for any reason you are not completely happy, we are here to help. This policy complies with the Australian Consumer Law (ACL).
Change of Mind
Due to the personal and hygienic nature of our products, we do not accept returns or provide refunds for change of mind. We encourage customers to read product descriptions and ingredient lists carefully before purchasing.
Additional non-returnable, or redeemable to cash items:
- Gift Cards
Damaged, Faulty, or Incorrect Items
If you receive a product that is:
- Faulty or defective
- Not what you ordered
Please contact us within 7 days of receiving your order at info@oskaandwillow.com, including:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
We will offer a replacement, exchange, or full refund (including shipping costs), as appropriate.
Allergic Reactions & Skin Sensitivities
We provide full ingredient lists for all products to help you make informed choices. As skin sensitivities vary from person to person, we cannot offer refunds or exchanges for reactions unless the product is proven to be faulty.
If you are unsure about a product’s suitability, please get in touch before purchasing.
Returns Process
Where a return is approved, we will provide instructions and a return address. Please note:
- Products must be unused and in original condition unless faulty
- Return shipping costs are the customer’s responsibility unless the return is due to our error
- Refunds will be processed to your original payment method within 5 business days of receiving the return
Sale Items
Only regular priced items may be refunded. Sale items cannot be refunded.
