Refund policy

At North Willow (operated by Guanxuan Limited), 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.

Return Address
Once your return has been approved, you will receive detailed return instructions via email.

Return Shipping Costs

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

Please note:

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 a 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.