Returns Policy


Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong selection. You can choose between a refund or exchange where goods are faulty and cannot be repaired, wrongly described, different from a sample shown to you or don’t do what they are supposed to do.

Please retain your original receipt as proof of purchase. All returns must be in original condition, unopened and unused (unless faulty). Returns must be made within 14 days of delivery, except when an item is faulty and covered by a warranty period.

It is the customer’s responsibility to retrieve any items that SASSY WILLOW deem to be in unacceptable condition (unless faulty) or outside of the mentioned timeframe. SASSY WILLOW will not pay to return items in unacceptable condition. SASSY WILLOW takes no responsibility for lost items when sending returns, so we suggest that you send them via registered post.

Gift cards and promotional codes cannot be returned or exchanged and cannot be applied to exchanges. Once SASSY WILLOW receives your returned item and deem it to be in an acceptable condition (unless faulty), we will happily refund or exchange it.

Return time?
We need to receive the item 14 days from delivery date.

How to return for a refund
Please enclose a copy of your invoice with your return package, write on the invoice that you require a REFUND. All refunds will be processed via original payment method.

How to exchange
Send us an email or call our office so we can secure your exchange, it will be waiting for your return package and sent to you the day we receive. or 1800 865 122.

Will I need to pay postage to return or exchange an item?
Yes. You pay postage to return for a refund.
Yes. You pay postage to return for an exchange.
We pay postage to return to you for first exchange only, any subsequent exchanges will require our standard shipping fee of $7.95

Can I return a sale item
Only for an online credit, NO REFUNDS OR EXCHANGES.

Can I return an online purchase in store?
Unfortunately because we are currently only an online retailer this option is not available.

What if a product is faulty?
We hope this doesn’t happen, but please email or call our office. We will send a prepaid satchel with the replacement item. If a replacement is not available we will send you a prepaid satchel for return and issue you with a refund. or 1800 865 122.

What if I receive the wrong item?
Again, we hope this doesn’t happen, but please email or call our office. We will send the correct item ASAP with a prepaid satchel to return the incorrect item. or 1800 865 122

Out of stock items?
We occasionally have count errors, if this happens we will notify you within one business day, if we cannot re order we will refund you immediately.
Sassy Willow Team