Refund policy

Refunds & Returns Policy — Willow and Roost

Last updated: 25 August 2026

Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise your right to cancel, you must inform us of your decision by emailing support@willowandroost.co.uk within the 14-day period.

Returning Your Item

Once you've told us you'd like to return an item, please send it back to us within 14 days. All products are eligible for return — we don't operate any exclusions on returnable items.

You are responsible for the cost of returning the item to us, unless the item is faulty or damaged (see below). We recommend using a tracked delivery service, as we cannot be held responsible for items lost or damaged in transit back to us.

Items should be returned unused and in their original condition and packaging where possible.

Refunds

Once we receive your returned item, we will process your refund within 14 days.

Refunds are issued to your original payment method only. We are unable to offer store credit or refunds to an alternative payment method.

Exchanges

We do not currently offer direct exchanges. If you'd like a different item, please return your original order for a refund and place a new order.

Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us at support@willowandroost.co.uk as soon as possible. In these cases:

• We will offer a full replacement or refund, whichever you prefer
• We will cover the cost of return postage

This is in addition to your statutory rights under the Consumer Rights Act 2015.

How to Start a Return

Email support@willowandroost.co.uk with your order number and details of the item(s) you'd like to return. We'll confirm next steps and the return address.

Contact Us 

Willow and Roost
Barrow Lane, Charlton Musgrove, Wincanton, Somerset BA9 8HW
support@willowandroost.co.uk