Refund policy
Our promise
We want you to be happy with your Willowbrook Home purchase. If something isn't right, we'll make it right.
Return window
You have 30 days from the delivery date to request a return. To be eligible:
- The item must be unused, in its original condition, and in its original packaging where possible
- You'll need your order number or proof of purchase
To start a return, contact us at support@willowbrookhome.online with your order number and the reason for the return. We'll respond within 2 business days with instructions.
Damaged, defective, or incorrect items
If your item arrives damaged, defective, or different from what you ordered, contact us within 14 days of delivery with a photo of the item and the issue. We will send a replacement or issue a full refund, at your choice, at no cost to you, you do not need to return the item in this case unless we specifically request it.
Change-of-mind returns
If you simply changed your mind, you're still covered by the 30-day window above. Because most items ship from our supplier network rather than a local warehouse, return shipping costs for change-of-mind returns are the customer's responsibility, and a 15% restocking fee applies to cover supplier-side return processing. This does not apply to damaged, defective, or incorrect items (see above), which are always free to resolve.
Refund processing
Once we receive and inspect your return (or approve a no-return-required refund for a damaged/defective item), we'll notify you by email. Approved refunds are issued to your original payment method within 5-10 business days, depending on your bank or card issuer's processing time.
Order cancellations
You can cancel an order for a full refund any time before it ships. Once an order has shipped, it falls under the return policy above rather than a cancellation.
Questions
Contact us at support@willowbrookhome.online with your order number. We aim to respond to every inquiry within 2 business days.
Operator of record: LEONARDO BERGONZI DE SOUZA JUNIOR LTDA (CNPJ 48.079.199/0001-11), QS 5 Rua 400, Lote 2, Areal (Aguas Claras), Brasilia, DF, 71960-540, Brazil.