Refund policy

RETURNS ARE NOT FREE — SHIPPING COSTS APPLY

RETURN POLICY

Is it possible to return my order?

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

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

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

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

4. The product's defect was identified immediately upon receipt.

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

6. The return will be processed within 7 business days. If the 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 through no fault of ours.

HOW TO RETURN YOUR ORDER

If your order meets the conditions above, follow the steps below 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 contains: your order number, reason for the return request, 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 send you.

• 4. Shipping: The customer is responsible for the shipping costs of returning the product to our central warehouse in Asia.

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

A. CANCELLATION CONDITIONS — RIGHT OF WITHDRAWAL

The consumer has the right of withdrawal according to the following provisions, provided the consumer is a natural person concluding a legal transaction for purposes that are not predominantly related to their commercial or professional activity.

Cancellation Period

• Timeframe: 14 DAYS from the day the customer or a third party indicated by them received the last goods.

As we work with a fully automated system, orders are executed immediately after being placed. Therefore, it is not possible to interrupt the shipping process until delivery. A refund is not possible upon receipt of the products without them being returned.

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

Orders in Transit

As our products are shipped from Asia, longer transit times may occur over which we have no control. If the products are already on their way, cancellation is not possible. Please wait until you receive the products and then return them. You may inform us in advance about your cancellation.

To ensure the fastest possible return, we ask that you send us a shipping confirmation as soon as the product is returned.

Consequences of Withdrawal

What we refund:

• All payments received.

• Refunds will be issued within a maximum of 14 days.

• The refund will be processed using the original payment method.

What we DO NOT refund:

• Return shipping costs.

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

• Damages caused by improper handling.

The refund is processed after the receipt and verification of the products.

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