Refund policy

Refund & Return Policy

At Willow Media LLC, we take pride in the quality of our products and want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help.

1. 30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a standard return:
  • The item must be in the same condition that you received it: unworn, unwashed, unused, and in its original packaging.
  • You must provide a receipt or proof of purchase (such as your order number).
2. Damaged, Defective, or Incorrect Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, misprinted, or if you receive the wrong item.
  • Cost: We will replace or fully refund any damaged or defective item at no additional cost to you.
  • How to report: Send an email to support@willowmedia.co within 30 days of delivery with your order number and clear photos of the issue. Once verified, we will immediately issue a replacement or full refund to your original payment method.
3. Buyer’s Remorse & Size Exchanges

If you ordered the wrong size or changed your mind, we are happy to accept a return for store credit or a refund under the following conditions:
  • Return Shipping: The customer is responsible for paying all return shipping costs. Return shipping costs are non-refundable.
  • Condition: Items must be returned unworn, unwashed, and in original condition.
  • Tracking: We strongly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
4. How to Initiate a Return
  1. Contact Us: Email us at support@willowmedia.co with your order number and the reason for your return.
  2. Receive Authorization: Our customer support team will send you return authorization instructions and the designated return address. (Please do not send items back without contacting us first).
  3. Ship the Item: Package the item securely and mail it to our physical return address provided below.
5. Return Shipping Address

Please send all authorized returns to:

Willow Media LLC
Attn: Returns Department
6650 Rivers Ave, Suite 100
Charleston, SC 29406
6. Refunds & Processing Time
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
  • If approved, your refund will be processed immediately, and a credit will automatically be applied to your original method of payment.
  • Refunds typically take 3 to 5 business days to post to your account, depending on your card issuer or bank.
7. Contact Information

For any questions regarding our Refund & Return Policy, please reach out to us:
  • Legal Business Name: Willow Media LLC
  • Store Name: Willow Media
  • Email: support@willowmedia.co
  • Phone: (864) 729-2493
  • Physical Address: 6650 Rivers Ave, Suite 100, Charleston, SC 29406
  • Business Hours: Monday – Friday, 9:00 AM – 5:00 PM EST