Returns & Refunds Policy

Refund & Returns Policy – DarkWillow.co.za

Last updated: March 2026

Thank you for shopping at DarkWillow.co.za. We want you to love every item you purchase from us. If something is not right, we are here to help.

1. Returns

You may request a return within 14 days of receiving your order, provided the item meets the return conditions below.

Eligibility for Returns

To qualify for a return, the item must be:

  • Unused, unworn, and in its original condition
  • In its original packaging
  • Free from damage, makeup marks, perfume, stains, or other signs of use

For hygiene and safety reasons, the following items are not eligible for return unless they are faulty, damaged, or incorrect on delivery:

  • Earrings
  • Hair accessories
  • Beauty or skincare items
  • Intimates (if offered in future)

2. Non-Returnable Items

The following items cannot be returned or refunded, unless they are faulty, damaged, or incorrect on delivery:

  • Sale or clearance items
  • Custom or personalised products
  • Hygiene-sensitive products listed above

3. Damaged, Faulty, or Incorrect Items

If you receive an item that is damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

Please email us at sales@darkwillow.co.za or call/WhatsApp 064 884 5810 and include:

  • Your order number
  • A description of the issue
  • Clear photos of the item and packaging

If the item is confirmed to be damaged, faulty, or incorrect, we will arrange a replacement or refund at no extra cost to you.

4. How to Start a Return

To request a return, please contact us within the return period using the details below:

Please include:

  • Your order number
  • The reason for the return
  • Photos where relevant

If your return is approved, we will provide you with return instructions.

5. Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless:

  • The item arrived damaged
  • The item is faulty
  • We sent the wrong product

DarkWillow.co.za is not responsible for returned parcels lost or damaged in transit if the customer arranges the return shipment independently.

6. Exchanges

We may offer exchanges for a different size, colour, or item, subject to stock availability. Exchanges follow the same return eligibility conditions set out in this policy.

7. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved:

  • Your refund will be processed within 3 to 7 working days
  • Your refund will be made to your original payment method

Please note:

  • Original delivery fees are non-refundable, unless the return is due to our error, or the item was damaged or faulty
  • If a free shipping promotion applied to your order, the original courier cost may be deducted from the refund where permitted and where the return is not due to our error

8. Order Cancellations

You may cancel your order before it has been shipped. Once an order has been shipped, the standard return process will apply.

9. Contact Details

If you have any questions about returns or refunds, please contact us:

10. Customer Satisfaction

We value your trust and aim to make your shopping experience smooth and enjoyable. If you need help with an order, please contact us and we will do our best to assist you.