Refund Policy

Refund & Returns Policy – DarkWillow.co.za

Last updated: December 2025

Thank you for shopping at DarkWillow.co.za. We want you to love every item you purchase from us. If something isn’t right, we’re here to help.

1. Returns & Refunds

You may request a return or refund within 7 days of receiving your order, provided the item meets the conditions below:

Eligibility for a Return

To be eligible, the item must be:

  • Unused and in its original condition

  • In its original packaging

  • Free from damage, make-up marks, perfume, or signs of wear

Certain items cannot be returned for hygiene reasons:

  • Earrings

  • Hair accessories

  • Beauty or skincare items

  • Intimates (if added in the future)

If your item is damaged or defective on arrival, please send us photos within 48 hours, and we will replace or refund it.

2. Non-Refundable / Non-Returnable Items

We do not accept returns on:

  • Sale or clearance items

  • Custom or personalised products

  • Hygiene-sensitive products (as listed above)

3. Return Process

To start a return, please contact us at:

📧 support@darkwillow.co.za

Include:

  • Your order number

  • A clear description of the issue

  • Photos (if the product is damaged or incorrect)

Once approved, we will provide return instructions.

Return Shipping

  • Return shipping costs are the responsibility of the customer unless the item arrived damaged or we sent the wrong product.

  • DarkWillow is not responsible for parcels lost during return shipping.

4. Exchanges

We are happy to exchange a product for a different item or colour (if available).
Exchanges follow the same eligibility rules as returns.

5. Refund Processing Time

Once we receive and inspect your return:

  • Approved refunds will be processed within 3–7 working days

  • Refunds are issued to your original method of payment

Please note:

  • Delivery fees are non-refundable.

  • If you received a free shipping promotion, the original courier cost may be deducted if the return is not due to our error.

6. Incorrect, Damaged, or Faulty Items

If you received the wrong product or a damaged item:

  • Email us within 48 hours with photos

  • We will arrange a replacement or full refund at no cost to you

7. Cancellations

You may cancel an order before it is shipped.
Once shipped, the standard return process applies.

8. Customer Satisfaction Guarantee

Our goal is to make your shopping experience smooth and enjoyable.
If you ever feel unsure or need assistance, please reach out — we’ll gladly help.

📧 sales@darkwillow.co.za
📞 087 550 3181