Refund & Returns Policy

Last updated: 4 October 2026

We want you and your cat to love your purchase. If something isn't right, here's how returns work at Wren & Willow Collective.

30-day returns

You can return your order within 30 days of delivery for a full refund of the item price. To be eligible, the item must be unused, clean, and returned with all parts (including the scoop) and, where possible, its original packaging. For hygiene reasons, we can't accept litter boxes that have been used with litter.

Your legal right to cancel (EU/EEA customers)

Under EU consumer law you have the right to cancel your order within 14 days of receiving it, without giving a reason. Our 30-day window goes further than this and does not affect your statutory rights.

How to start a return

1. Email us at gabrielflis1@gmail.com with your order number and the reason for your return.
2. We'll reply within 2 working days with the return address and instructions.
3. Pack the item securely and send it back. Please keep your proof of postage.

Items sent back without first contacting us cannot be accepted.

Return postage

Return postage is paid by the customer, unless the item arrived damaged, faulty, or is not what you ordered.

Damaged, faulty or wrong items

If your order arrives damaged or faulty, or you received the wrong item, email us within 14 days of delivery with your order number and a photo of the problem. We'll send a free replacement or give you a full refund, including any postage costs. This does not affect your statutory rights, including the 2-year legal guarantee for faulty goods under EU law.

Refunds

Once we receive and check your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 14 days. Depending on your bank, it can take a few extra days to appear on your statement.

Exchanges

Want a different size or colour? The quickest way is to return the item for a refund and place a new order.

Questions

Email us any time at gabrielflis1@gmail.com.