Return Policy!

RETURN POLICY

PLEASE NOTE: WE DO NOT OFFER FREE RETURNS; THE COSTS ARE BORNE BY THE CUSTOMER.

Can I return my order?
Yes, this is possible.

If you are not satisfied with the items you have ordered, you have the option to return them within 14 days of receipt.

In this case, the order must meet the following conditions:

  1. The order still contains all associated parts and components, and the packaging is in the same condition as when the product was received. 
  2. Normal handling of the product is evident; damage due to careless use is excluded.
  3. Products where hygiene is important are thoroughly cleaned before the return process is started.
  4. The product was found to be defective immediately upon receipt.
  5. We are entitled to charge the customer for shipping costs.
  6. Returns are processed within 7 working days. If the conditions are met, the return will be officially confirmed within this period.
  7. We reserve the right to refuse returned items if we suspect that they have been used or damaged beyond our responsibility.

 

 

How can I return my order?

If your order meets the above conditions, please do the following to start the return process:

  • Send an e-mail to info@Jack&Willow.com.

  • Please include the following information in the email:

    • Order number

    • Reason for return request

    • Photograph of the product in case of damage

    • Customer's first name + surname

    • Address from client 

      We will then contact you and provide you with the return address.

      Please do not return the item to the sender. We will send you the correct return address as soon as you have informed us. The shipping costs for returning the product are always borne by the customer.

       

 

RIGHT OF WITHDRAWAL

The consumer has a right of withdrawal in accordance with the following provisions if he/she is a natural person who performs a legal act for purposes that cannot be predominantly attributed to his/her commercial or independent professional activities:

A. Cancellation policy

  • Right of withdrawal: The withdrawal period is 14 days from the day on which you or a third party designated by you, who is not the carrier, received or accepted the last goods.

  • Since we work with a fully automated system, orders are processed immediately after placement. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible before the goods have been received.

To exercise your right of withdrawal, you must inform us, Jack&Willow, of your decision to withdraw from this contract by means of a clear statement (e.g., by email). The withdrawal is complete when we have received the goods. The costs of returning the goods are borne by the buyer.

 

 

Goods in transit

As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. In this case, please wait until you have received the goods and then return them to us. You can, of course, inform us of your cancellation in advance.

To ensure the fastest possible return processing, please send us a shipping confirmation.

 

 

Consequences of revocation

If you withdraw from this contract, we will refund all payments we have received from you (with the exception of delivery costs and any additional costs incurred as a result of your choice of a delivery method other than the cheapest standard delivery offered by us) without delay and no later than 14 days after the day on which we received notification of your withdrawal and received the goods back.

For this refund, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. Under no circumstances will you be charged for this refund.

 

 

ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.