Refund policy

We want you to be happy with your order. If something is not right, please contact us and we will help.

Personalized items. Each bracelet is engraved to order. We cannot accept returns or cancellations for a change of mind, or for engraving details entered by the customer, after the order has been submitted to production.

Changes before production. If you need to change or cancel an order, email support@willowhaul.com as soon as possible. We will help when the order has not yet entered production, but changes cannot be guaranteed after an order is placed.

Damaged, defective, or incorrect items. Contact us within 30 days of delivery with your order number, a description of the issue, and a photo. If your bracelet arrives damaged, defective, or engraved differently from the personalization submitted with the order, we will replace it or issue a refund.

Returns. Please do not send an item back before contacting us. In most cases, photos are enough to resolve the issue. If a return is required, we will provide instructions.

Refunds. Approved refunds are issued to the original payment method within 10 business days. Your bank or card issuer may need additional time to post the refund.

Questions. Email support@willowhaul.com. We reply within two business days.