Returns & Refunds Policy

We hope you and your pup love your Willowtree Accessories order! However, we understand that sometimes something might not be quite right. Please read our returns policy below before sending anything back to us.

Change of Mind & Sizing Returns

If you change your mind or order the wrong size, you have 14 days from the date your order is delivered to let us know that you'd like to return it.

Once you've notified us, you then have a further 14 days to send the item(s) back to us.

For change-of-mind or sizing returns, the customer is responsible for the cost of return postage.

We strongly recommend using a tracked postal service and keeping your proof of postage until your return has been completed.

Condition of Returned Items

We completely understand that you may need to carefully try an item on your dog to check the fit.

Please take care when doing so and, where possible, keep all original packaging and tags.

Items should only be handled as much as reasonably necessary to check their fit and suitability. If an item has been used beyond this and its value has been reduced as a result, we may make an appropriate deduction from your refund.

This may include items that have clearly been worn on walks, washed, chewed, damaged or heavily soiled.

Refunds

Once your return has been received and checked, we'll process your refund back to your original payment method.

Where you exercise your legal right to cancel an online order, any standard outbound delivery charge you're entitled to will also be refunded.

If you selected a more expensive delivery option, such as upgrading from our standard delivery service, we are only required to refund the equivalent cost of our standard delivery option.

Refunds will be processed within the applicable statutory timeframe. Please allow additional time for your bank or payment provider to process the funds after your refund has been issued.

Faulty, Damaged or Incorrect Items

Every Willowtree order is carefully checked before leaving us, but if you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as possible.

Email Willowtreeaccessories25@gmail.com with your order number, a description of the issue and clear photographs where appropriate.

If we've made a mistake or your product is faulty, we'll work with you to arrange an appropriate resolution.

Your statutory rights in relation to faulty, damaged, not-as-described or unfit products are separate from our change-of-mind returns policy and are not affected by anything in this policy.

Personalised & Custom-Made Items

Products that have been personalised or made specifically to your requirements generally cannot be returned simply because you've changed your mind.

This does not affect your rights if the item is faulty, damaged, not as described or we've made an error with your order.

Sale & Discounted Items

Purchasing an item in a sale, as part of a promotion or using a discount code does not remove your statutory rights.

Where a return is otherwise eligible under this policy, your refund will be based on the amount you actually paid for the item.

Seconds Items

Products clearly advertised and sold as SECONDS may have cosmetic imperfections, design differences or other characteristics which will be clearly explained on the individual product listing before purchase.

An item cannot be considered faulty solely because of an imperfection or characteristic that was clearly disclosed before you purchased it.

This does not affect your rights if the product develops or has a separate fault, is unsafe, is not as described in another respect or otherwise fails to meet the legal standards that apply to it.

Exchanges

We do not currently offer direct exchanges.

If you'd like a different size or product, please return your eligible item for a refund and place a new order for your preferred item.

This means your preferred size or product can be purchased straight away rather than potentially selling out while your return is on its way back to us.

How to Start a Return

To request a return, please email Willowtreeaccessories25@gmail.com within 14 days of receiving your order.

Please include your name, order number, item(s) you'd like to return and the reason for your return.

We'll then provide you with the information needed to send your return back to us.

Please contact us before returning an item.

Once you've notified us of your return, you'll have a further 14 days to send the item(s) back.

Questions?

If you're unsure about a return, sizing issue, faulty product or anything else relating to your order, please email Willowtreeaccessories25@gmail.com and we'll be happy to help.

Your Statutory Rights

Nothing in this Returns & Refunds Policy is intended to limit or exclude any rights you have under applicable consumer law.

Last updated: September 2026