Refund policy

We offer returns for *most items within 30 days of receipt of shipment.

In order to receive a refund:

  • Items must be in new condition and returned in proper packaging to ensure re-salability

  • CDs, vinyl records, cassettes, and DVDs must be unopened and still in their plastic wrap.

  • Clothing must be unwashed and unworn.

  • To initiate a return, please review the following scenarios:

Unopened/Unused Items:

If you are returning unused or unopened merchandise, please email orders@willowmusic.com with your order number and the name of product(s) you are returning and we will reply with instructions.

Defective or Damaged Items:

If your items are damaged or defective upon delivery, please email orders@willowmusic.com to discuss a replacement or refund options. Please include the item name, order number and photo of the damaged item in your email.

Digital Media:

Due to the nature of digital media, these purchases are not refundable. 

Exchanges:

We unfortunately do not process exchanges. Please review the above Returns scenarios. Once your return is processed, feel free to come back and place a new order for your replacement item.

Undeliverable Returns:

If your order is returned back to us because of an incorrect address, we will not be able to resend it back to you. The order will be returned to inventory and you will be refunded for the order excluding any previous shipping charges. If you still require the order then you would need to place a new order via the online store using a correct address.

*Non-Returnable Items:

• Any apparel item that has obvious signs of use

• Any CDs or vinyl records that have been opened (taken out of its plastic wrap) unless it is defective

• Downloadable digital media

• Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error

• Any product missing the serial number or UPC

• "Final Sale" items

• Undergarments

• Fragrances

 Please note: Specific products may be non-returnable as well, check product description for details.

Processing Returns:

Credits will be applied to your account within 15 business days after we receive and process your return.

Please note original shipping and handling costs are not refundable and you will be responsible for all costs associated with returning the original shipment. We recommend using a carrier that offers tracking and insurance.

    Returns Address:

    Willow Music Inc.

    1696 Station Main,

    Holland Landing, ON, Canada L9N1P2