Return & Refund Policy

This policy applies to all orders placed on pretty-willow.com, operated by KL Consulting (VAT BE1020883725), Leo de Béthunelaan 127, 9300 Aalst, Belgium.

1. Your Right of Withdrawal

As a business established in the European Union, we are bound by EU consumer law. If you are a consumer, you have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

Beyond that statutory minimum, we voluntarily offer a 30-day return window from the date of delivery. Requests made after 30 days cannot be accepted.

2. Who Pays for Return Shipping

KL Consulting covers the cost of return shipping. Once your return is authorised, we provide you with a prepaid return label at no cost to you. You will never be asked to pay to send an item back.

3. Conditions for Return

To be eligible for a return, the item must be:

• Unused and in the same condition in which you received it
• In its original packaging, with any tags or seals intact
• Accompanied by proof of purchase (order number or confirmation email)

Items that show signs of use, wear, or damage caused after delivery may be refused or refunded in part. For hygiene reasons, personal care items that have been opened or unsealed cannot be returned unless they arrived faulty.

4. How to Start a Return

1. Email support@pretty-willow.com with your order number and the reason for the return.
2. We reply within 24 hours (Monday to Friday) with return authorisation and a prepaid return label.
3. Pack the item securely, attach the label, and drop the parcel at the carrier point indicated.

Please do not send any item back before contacting us. Unauthorised returns sent without a label cannot be tracked or processed.

5. Return Address

Authorised returns are sent to:

KL Consulting – Pretty Willow Returns
Leo de Béthunelaan 127
9300 Aalst
Belgium

6. Refund Processing Time

Once your return arrives at our facility, we inspect it and notify you of the outcome within 3 business days. If approved, your refund is issued to the original payment method within 5 to 10 business days. The time it takes for funds to appear on your statement depends on your bank or card issuer.

Where you exercise your statutory 14-day right of withdrawal, we refund all payments received from you, including the standard delivery charge, without undue delay and within 14 days of receiving the returned goods. For change-of-mind returns made after day 14 but within our extended 30-day window, the original shipping charge is not refunded.

7. Damaged, Faulty or Incorrect Items

If your item arrives damaged, faulty, or is not what you ordered, contact us within 14 days of delivery with photographs of the item and its packaging. We will arrange a replacement or a full refund, including all shipping costs, at no charge to you. This is in addition to your statutory rights under the EU legal guarantee of conformity, which covers goods for two years from delivery.

8. Cancellations

You may cancel an order at no cost before it is dispatched. Contact us as soon as possible, as orders are dispatched within 24-48 hours. Once dispatched, the return process above applies.

9. Contact

KL Consulting
Leo de Béthunelaan 127
9300 Aalst
Belgium

Company number: 1020.883.725  |  VAT: BE1020883725
Email: support@pretty-willow.com
Phone: +1 581-202-7602