Refund policy
90-Day Money-Back Guarantee (First-Time Purchases Only)
At Bare Willow, your satisfaction is our top priority. That’s why we offer a risk-free 90-day money-back guarantee on first-time purchases.
If you're not satisfied with your first purchase of any Bare Willow product, simply contact us at hello@barewillow.com within 90 days of delivery, and we’ll refund you in full no return required in most cases.
Important Notes:
- Applies only to first-time purchases of a specific product.
- Limited to one refund per product type per customer.
- Shipping, handling, and optional shipping protection fees are non-refundable.
- For orders of 2 or more units, we may request unopened items be returned to process your refund. In these cases, Bare Willow will not cover the return shipping and it will be the customer's responsibility.
- If you choose to exchange your product, the money-back guarantee no longer applies.
Refunds for Recurring Subscription Orders
Subscription (autoship) orders are not eligible for the 90-day money-back guarantee. However, we offer refunds under the following conditions:
- Unopened items only.
- Return shipping is the responsibility of the customer.
- Shipping costs are non-refundable.
To request a refund, email hello@barewillow.com with your order details. Refunds will be processed upon receipt and inspection of the returned product.
Cancellation Policy
- Order Cancellation Window: You may cancel your order within 6 hours of placement. After this period, orders are processed for shipping and cannot be cancelled.
- Non-Cancellable Orders: Orders that have already been shipped cannot be cancelled.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us immediately at hello@barewillow.com. You do not need to return the damaged item — we’ll send a replacement at no cost.
Exchanges
To exchange an item, please return the original item in accordance with our refund policy. Once accepted, you may place a new order for the replacement item.
Shipping Costs
- Shipping costs are non-refundable.
- Returns (including subscription orders), return shipping is the customer’s responsibility.
Return Instructions
To initiate a return:
- Email us at hello@barewillow.com with your order number and reason for return.
- We'll provide return instructions and (if applicable) a return shipping label.
- Items must be sent back to the address provided. Products returned without prior authorization may not be accepted.
Policy Amendments
Bare Willow reserves the right to update or amend this policy at any time without prior notice. Changes take effect immediately upon publication on our website.
Acknowledgment of Policy
By placing an order with Bare Willow, you acknowledge and agree to the terms outlined in this Refund & Return Policy.
Contact Information
For all inquiries, please contact us at:
hello@barewillow.com
JZ ECOM LIMITED
UNIT 2A 17/F GLENEALY TOWER, NO 1 GLENEALY CENTRAL, HONG KONG
Business Registration No.74161056