RETURN & REFUND POLICY
At Debbie & Willow Melbourne, we want you to feel comfortable and confident when shopping with us. Please review the return conditions and process below.
1. Conditions for Returns
A return can be accepted only if all of the following conditions are met:
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The item is complete, including all parts, accessories and its original packaging.
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The product shows signs of normal handling only — damage caused by careless or improper use is not eligible for return.
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Hygiene-related items cannot be returned under any circumstances.
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Damaged items: Please contact us immediately and include clear photos of the damaged item. For all return requests, we require photos of the items received, even if they are not damaged. This allows us to verify the order and review any possible product faults with our supplier.
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Please send photos of any damage as soon as possible.
We reserve the right to charge return shipping costs unless the return is required due to our error.
Returns are reviewed within 7 business days. If approved, you will receive an official confirmation.
2. How to Submit a Return Request
To begin the return process, please email us at:
Include the following:
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Order number
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Clear photo(s) of the product
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Reason for the return request
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Customer’s first and last name
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Customer’s address
We will then provide the correct return address.
Do not send your return to the sender address shown on the parcel.
Return shipping costs are the customer’s responsibility.
3. Return to Sender Policy
If an order is returned to us due to refusal of delivery or failure to collect the parcel, 15% of the total purchase amount will be deducted from your refund to cover administrative and handling costs.
4. Right of Withdrawal
4.1 Cancellation Window
You may cancel your order within 1 hour of placing it.
Our system processes orders immediately, so cancellation cannot be guaranteed after this timeframe.
4.2 Orders Already in Transit
If the goods are already in transit, cancellation is not possible.
Once the order is delivered, you may return the items (excluding hygiene-related products) in accordance with this Return Policy.
You are welcome to notify us in advance if you intend to withdraw your order.
5. Exercising Your Right of Withdrawal
To exercise this right, please email us a clear statement at:
Your withdrawal becomes effective once we have received the returned goods.
Return shipping costs are the customer’s responsibility.
For faster processing, please provide a shipping confirmation for your return.
6. Refund Processing
Once your return is received and approved:
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We will refund all eligible payments, excluding shipping costs.
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Refunds will be issued within 14 days.
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Refunds will be processed using your original payment method unless otherwise agreed.
No additional fees will be charged for the refund.