Return & Refund Policy
Willows Green Permaculture
557 Marsh Hill Road, Stirling, Ontario, Canada, K0K 3E0
📞 647 515 4749
📧 stefandixon@gmail.com
Last updated: (add date)
At Willows Green Permaculture, we want every customer to be completely satisfied with their purchase.
This policy explains our return, exchange, and refund conditions.
1. General Conditions
We accept returns and refund requests according to the following rules:
The product must be returned in its original condition.
The return must be requested within 14 days of receiving the order.
Returns must be approved before the return package is shipped.
No refund will be issued without proof of purchase (order number, invoice, or receipt).
2. Eligible Returns
The following items are eligible for return:
Unused physical products
Items in good, undamaged condition
Items received in error
Items that are defective upon receipt
Ineligible items:
Gift cards
Digital or downloadable products
Services (e.g., consultation, design) already completed
Products damaged due to misuse
3. Damaged Products or Ordering Errors
If the product you received is:
damaged,
incomplete,
or does not match your order,
please contact us within 48 hours of receipt.
We will ask you for:
a description of the problem
photos of the product and packaging
your order number
If the error originates from our team or the carrier, we will:
✔ replace the item
or
✔ issue a full refund
depending on your preference and product availability.
4. Procedure for Requesting a Return or Refund
For all return or refund requests:
👉 Contact us via the Contact section of the website
OR
📧 stefandixon@gmail.com
Please include the following in your message:
Your full name
Your order number
The items concerned
The reason for the request
Photos (if applicable)
We will reply as soon as possible with:
Acceptance or refusal of the return
The return address
Detailed instructions
Any applicable fees
5. Return Shipping Costs
Return shipping costs are the responsibility of the customer, except in the case of an error on our part.
In the event of a defective product or one sent in error, Willows Green Permaculture will cover the return shipping costs or send a replacement free of charge.
6. Processing Times
Once your return is received and inspected:
Refund processing takes 3 to 10 business days.
The refund will be issued via the original payment method.
You will receive a confirmation email once your refund has been processed.
7. Exchanges
Exchanges are possible if:
the product is in stock
the returned product meets our conditions
If the item is not available, a refund or store credit may be offered.
8. Order Cancellation
Orders can only be canceled before shipment.
Once the package has been handed over to the carrier (via Machool), cancellation is no longer possible.
A standard return will be required.
9. Uncollected Orders (Local Pickup)
For local pickup orders:
You have 14 days to pick up your order.
After this period, your order may be canceled, and a restocking fee may apply.
Please contact us to reschedule your pickup time.
10. Questions & Assistance
For any questions regarding our return or refund policy:
📍 Willows Green Permaculture
557 Marsh Hill Road, Stirling, Ontario, Canada, K0K 3E0
📞 647 515 4749
📧 stefandixon@gmail.com
We are always happy to help.