Refund policy

Refund & Returns Policy

At Willow 3D Designs, every piece is carefully designed and 3D printed in our workshop. We genuinely want you to love what you receive — but if something isn’t quite right, we’re here to help.

Changed your mind?

You have 14 days from receiving your order to let us know if you’d like to return it.

Simply email us at willow3ddesigns@gmail.com with your order number and we’ll guide you through the next steps.

Once you’ve told us, you’ll have another 14 days to send the item back.

To be eligible for a return:

  • The item must be unused

  • In the same condition you received it

  • Returned in its original packaging

Return postage costs are the responsibility of the customer unless the item is faulty.

Once we receive and check the item, your refund will be issued to your original payment method within 5–10 working days.

If something arrives damaged or faulty

We carefully inspect everything before it leaves us, but if your item arrives damaged or not quite right, please contact us within 48 hours of delivery and include clear photos.

We’ll arrange a replacement or full refund — and we’ll cover the return postage where needed.

Custom & personalised items

Because customised and personalised pieces are made especially for you, we’re unable to accept returns on these unless they arrive faulty or damaged.

If you’re ever unsure about anything before ordering, feel free to get in touch. We’re a small UK business and we’re always happy to answer questions