Terms of service

These Terms of Service (“Terms”) govern your use of the Willow & Stone website and the purchase of goods from us. By placing an order, you agree to be bound by these Terms.

Nothing in these Terms affects your statutory rights.

1. ABOUT US

Willow & Stone (“we”, “us”, “our”) operates this website and sells products via our online store. If you have any questions, please contact us at sales@willowandstone.co.uk or by telephone on 01326 311388.

2. ORDERS & CONTRACT FORMATION

All orders placed through our website are subject to acceptance and availability.

A contract between you and us is formed only when your order has been dispatched. We reserve the right to refuse or cancel any order prior to dispatch, including in cases of:

  • Pricing errors
  • Stock availability issues
  • Suspected fraudulent activity

If your order is cancelled, you will receive a full refund.

3. PRICING & MIS-PRICED ITEMS

We take reasonable care to ensure all prices are correct. However, errors may occur.

If a product is incorrectly priced, we reserve the right to cancel the order prior to dispatch and issue a full refund.

4. PAYMENT

Payment must be made in full at the time of ordering via the payment methods available on our website.

5. DELIVERY & LEAD TIMES

We aim to fulfil orders and deliver goods within the timeframes stated, however all lead times and delivery dates are estimates.

If goods are not readily available to fulfil your order we will contact you within 1 working day to confirm an expected delivery date and give you the opportunity to amend, cancel or wait.

We are not liable for delays caused by events outside our reasonable control, including supplier delays, courier issues, or other unforeseen circumstances.

If delivery is significantly delayed, you may have the right to cancel your order in accordance with your statutory rights.

6. RETURNS & CANCELLATIONS

You may cancel your order at any time prior to dispatch.

If your order has been dispatched, you may return goods within 28 days of delivery for a refund, provided that:

  • Items are unused
  • Items are in perfect condition
  • Items are returned in original packaging
  • Items are not a Special Order

You are responsible for the return shipping costs unless the item is faulty and you must ensure goods are returned to us safely.

We reserve the right to make a deduction from your refund if returned goods show signs of handling beyond what is necessary to inspect them or have been damaged in return transit.

Find our refund policy here

Refunds will be processed within 14 days of receiving the returned goods.

This policy is in addition to your statutory rights under the Consumer Contracts Regulations.

7. FAULTY OR DAMAGED GOODS

Customers should inspect goods upon delivery and notify us as soon as reasonably possible if items are damaged or incomplete.

We kindly request that any issues are reported within 48 hours of receipt to help us resolve matters quickly. However, this does not affect your statutory rights.

If goods are faulty, you are entitled to remedies in accordance with the Consumer Rights Act 2015.

8. INSTALLATION & THIRD-PARTY COSTS

We strongly advise that you do not arrange installation (including electricians, carpenters or other tradespeople) until you have received and checked your goods.

We are not responsible for any costs associated with installation, delays, or third-party services.

9. PRODUCT USE & SUITABILITY

It is the responsibility of the customer to ensure that products are suitable for their intended purpose.

Care guides and product information should be read and followed. We are not liable for damage caused by improper use, incorrect installation, or failure to follow care instructions.

10. PRODUCTS FOR USE OVERSEAS

Unless otherwise stated, our products are intended for use within the United Kingdom.

We make no representation that products are suitable for use outside the UK. Customers are responsible for ensuring suitability and compliance with local regulations.

11. INTELLECTUAL PROPERTY

All content on this website, including text, images, product descriptions, and branding, is the property of Willow & Stone or its licensors.

You may not reproduce, distribute, or use any content without our prior written consent.

12. WEBSITE USE

You agree not to:

  • Use this website for unlawful purposes
  • Attempt to gain unauthorised access to systems
  • Reproduce or exploit website content without permission

We reserve the right to suspend or terminate access if these Terms are breached.

13. LIMITATION OF LIABILITY

Nothing in these Terms limits or excludes liability for:

  • Death or personal injury caused by negligence
  • Fraud or fraudulent misrepresentation
  • Any matter which cannot be excluded under UK law

Subject to the above, our liability is limited to the purchase price of the goods.

We are not liable for:

  • Indirect or consequential losses
  • Loss of profit, business, or opportunity
  • Costs relating to installation or third-party services

14. FORCE MAJEURE

We are not liable for failure or delay in performing our obligations where this is due to events beyond our reasonable control, including but not limited to natural disasters, supply chain disruptions, or transport issues.

15. PRIVACY

Your personal data is handled in accordance with our Privacy Policy.

16. GOVERNING LAW

These Terms are governed by and construed in accordance with the laws of England and Wales.

Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. CONTACT

If you have any questions about these Terms, please contact us at:
Email: sales@willowandstone.co.uk
Phone: 01326 311388