Refund policy

Returns & Exchanges Policy

At Willow + Moon, we take great pride in the quality of our handcrafted cushions. Because many of our items are custom-made and personalised just for you, we have a specific policy regarding returns:

Personalised & Custom Items Under the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 and UK Consumer Contracts Regulations, personalised or custom-made goods are exempt from the right to cancel. As these items are uniquely created with your specific names, dates, or phrases, we cannot accept returns or exchanges unless the item is faulty or an error has been made on our part.

Errors & Damaged Goods We want you to love your keepsake. If your cushion arrives damaged, faulty, or if there is a mistake in the printing that differs from your order instructions, please contact us within 14 days of delivery.

• Please include your order number and a clear photograph of the issue.

• If we have made an error, we will provide a replacement or a full refund at no extra cost to you.

Cancellations We move quickly to get your orders into production! If you need to cancel an order, please contact us within 2 hours of purchase. Once the design and printing process has begun, we are unable to cancel or refund personalised orders.

Important Note on Personalisation Please double-check all spelling, dates, and names before completing your purchase. We print exactly what is provided in the order notes. Willow + Moon cannot be held responsible for customer spelling errors or typos.