At North & Willow, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may return eligible items in accordance with the policy below.

Return Eligibility

You may return most items within 30 days of delivery for a refund, provided that:

• The item is unused, unworn and in its original condition.
• All original tags, labels and packaging are included.
• The item shows no signs of use, damage, washing or alteration.

We reserve the right to refuse returns that do not meet these conditions.

Nothing in this policy limits your statutory rights under applicable Canadian consumer protection legislation, including the Ontario Consumer Protection Act, 2002, which may provide additional cancellation rights for distance contracts.

How to Initiate a Return

To request a return, please contact our customer support team at support@northwillow.ca

Please do not send items back without contacting us first, as return instructions must be provided before shipment.

Returns Address

Warehouse And Returns Centre:
Room B104, Kaicheng High-Tech Park, No. 11 Jiali Road, Dalang Street, Longhua District, Shenzhen, Guangdong Province, China 518109

Return Shipping Costs

Customers are responsible for return shipping costs for unwanted items or change-of-mind returns.

Please note:

• Returned products are sent to our international returns centre in China.
• International return shipping costs may be higher than domestic shipping costs.
• Return shipping fees are non-refundable.

Before returning an item, please contact our support team. In many cases we may be able to provide an alternative solution without requiring an international return.

Incorrect, Defective or Damaged Products

If you receive:

• A defective item
• A damaged item
• An incorrect item

Please contact us within 48 hours of delivery and include photographs where possible.

If the issue is confirmed, we will provide an appropriate solution, which may include replacement or refund, depending on the circumstances:

• Replacement of the item
• Refund
• Prepaid return shipping label provided where applicable

Customers will not be charged return shipping costs where the error is due to our mistake.

Non-Returnable Items

The following items cannot be returned:

• Personalised or custom-made products
• Perishable products
• Products returned more than 30 days after delivery
• Products not in their original condition
• Products damaged through misuse or improper handling

Exchanges

We offer one exchange within 30 days of delivery.

To request an exchange, please contact our customer support team at support@northwillow.ca. Replacement items will be shipped after approval.

Please note:
- Exchange shipping costs are the responsibility of the customer.
- Exchange requests are subject to item availability.
- If the desired item, colour or size is unavailable, a refund will be issued instead.

If you would like a completely different item, please return the original product (if eligible) and place a new order through our website.

Order Cancellation

Orders may be cancelled within 24 hours of purchase.

If an order has already been processed or shipped, cancellation is no longer possible and the standard return procedure will apply.

Refund Processing

Once your return has been received and inspected:

• Refunds will be issued to the original payment method.
• No restocking fees apply.
• Refunds are typically processed within 10 business days after the returned item has been received and approved.
• Processing times may vary depending on your bank or payment provider.

Customer Support:
Email: support@northwillow.ca

Customer Service Hours:
Monday to Friday: 9:00 AM – 5:00 PM (Central Time – GMT-06:00)

We aim to respond within 1 business day.