Returns and Refund Policy

2. Returns and Refund Policy Last updated: Today At Willow Melbourne, we want you to feel comfortable shopping with us. This Returns and Refund Policy explains how returns, refunds and our 30 day money back guarantee work. This policy applies to purchases made through willowmelbourne.com. 30 day mon

Returns and Refund Policy

Last updated: Today

At Hazel Hue, we want you to feel comfortable and confident shopping with us. This Returns and Refund Policy explains how returns, refunds and our 30 day money back guarantee work. It applies to all purchases made through hazelhue.com.

30 day money back guarantee
If you are not happy with your order, or something isn’t quite right, please contact us within 30 days of receiving your order.

To start a return, email us at support@hazelhue.com and include:

• Your full name
• Your order number
• The email address used for the order
• The reason for the return
• Clear photos if the item is damaged, faulty or incorrect
• Any details that help us understand how we can help

Our team will review your request and reply with the next steps.

Return approval
Please contact us before sending anything back, so we can give you the correct return address and instructions. This helps your return reach the right place and be processed quickly.

In many cases, returns are sent directly to our supplier, which may be located overseas, including in China.

Return shipping costs
For change of mind returns, size changes or items you no longer want, you are responsible for the cost of return shipping. If the return address is with our supplier overseas, you are responsible for arranging and paying for shipping to that address.

If your item is faulty, damaged or incorrect, we will cover the cost of the return.

Tracking for returns
We recommend using a tracked service and keeping your proof of postage. We will process your refund once the item has been received, or once you have provided proof that you have sent it back, whichever comes first.

Condition of returned items
Please return items in the condition you received them, with tags and packaging where possible. You are welcome to try an item on as you would in a shop. If an item has been worn, washed, damaged, altered or marked with perfume, stains or makeup, we may reduce the refund to reflect the loss in value.

Items that cannot be returned for change of mind

• Gift cards
• Personal or hygiene items where the seal has been broken

This does not affect your statutory rights.

Faulty, damaged or incorrect items
If your item arrives damaged, faulty or incorrect, please contact us as soon as possible at support@hazelhue.com with your order number, a short description of the issue and clear photos of the item and packaging. We will work with you on a repair, replacement or refund.

Your rights under UK law
Nothing in this policy affects your statutory rights. Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason. Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose. If they are not, you may be entitled to a repair, replacement or refund.

Refund processing
Once your return is received, or we have your proof of postage, we will confirm by email. Your refund will be processed to your original payment method within 14 days. Please allow a few extra days for your bank or card provider to show the refund.

Exchanges
We may be able to offer an exchange depending on the product and availability. Contact us at support@hazelhue.com and we will let you know the options.

Order cancellations
If you would like to cancel your order, please contact us as soon as possible at support@hazelhue.com. If your order has not yet been processed or shipped, we will cancel it and refund you in full. If it has already been shipped, you can still return it once it arrives, as described above.

Contact us
For questions about returns, refunds or your order, contact us at support@hazelhue.com.