RETURNS ARE NOT FREE — SHIPPING COSTS APPLY

Can I return my order? Yes. If you are not satisfied with the items ordered, you have the option to return them within 30 days of receipt. For the return to be accepted, the order must meet all the following conditions:

1. The order still contains all appropriate parts and components, and the packaging is exactly as received.

2. Normal handling of the product is evident. Damage resulting from careless handling is excluded.

3. Products where hygiene is important have been thoroughly cleaned before starting the return process.

4. Any defect was identified immediately upon receipt.

5. We reserve the right to charge the customer for return shipping costs.

6. The return will be processed within 7 business days. If all conditions are met, it will be officially acknowledged within this period.

We reserve the right to refuse returned items if we suspect they have been used or damaged by the customer.

HOW TO RETURN YOUR ORDER If your order meets the conditions above, follow these steps to initiate the return process:

1. Email: Send an email to info@charlotte-willow.com with the subject 'Return Request'.

2. Information: Ensure the email includes: order number, reason for return, a photo of the product (in case of damage), your first and last name, and your address.

3. Wait: We will contact you and provide the correct return address. Do not send the product back to the sender — wait for the return address we will provide.

4. Shipping: The customer is responsible for the return shipping costs to our central warehouse in Asia.

NEVER send the return to the sender — always wait for the return address we provide.

A. CANCELLATION POLICY — RIGHT OF WITHDRAWAL

Consumers have a right of withdrawal according to the following provisions, provided the consumer is a natural person entering into a legal transaction for purposes that are predominantly outside their trade, business, or profession.

Cancellation Period 14 DAYS from the day you, or a third party indicated by you, received the final goods.

As we operate a fully automated system, orders are processed immediately upon placement. Therefore, it is not possible to stop the shipping process before delivery. A refund is not possible after receipt of the goods unless they are returned. To exercise your right of withdrawal, you must inform us (Charlotte & Willow) via a clear statement (e.g., by email) of your decision to withdraw from this contract. The withdrawal is completed once we receive the products. The cost of returning the goods is borne by the buyer.

Orders in Transit Because our products are shipped from Asia, there may be longer transit times beyond our control. If the products are already in transit, cancellation is not possible. Please wait until you receive the products and then return them. You may notify us of your cancellation in advance. To ensure the fastest possible return process, we ask you to send us a shipping confirmation as soon as the product has been dispatched.

Consequences of Withdrawal

What we refund:

• All payments received.

• Excludes additional delivery costs.

• Refund issued within a maximum of 14 days.

• Using the same payment method originally used.

What we DO NOT refund:

• Return shipping costs.

• Additional delivery costs (if you chose a more expensive delivery method).

• Damage caused by improper handling.

Refunds are processed after the receipt and inspection of the products.

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