Refund Policy

At Willow & Water, every kit is carefully assembled, quality-checked, and packaged by hand to ensure a smooth, premium painting experience. We stand behind the craftsmanship of our materials and the condition in which your kit arrives.

30-Day Refund & Replacement Guarantee

We offer a 30-day return period from the date of delivery under the following conditions:

✅ Eligible for Return or Replacement

A return or replacement may be approved if:

  • Your kit arrives damaged, leaking, or missing items.

  • Brushes, paints, or accessories arrive defective or unusable.

  • You receive the wrong item, color palette, or kit version.

  • A product arrives in a condition that prevents normal use despite proper setup and care.

Once the return is received and inspected, we will issue a refund or send a replacement.

❌ Not Eligible for Refund

To protect product integrity and prevent misuse of consumable art materials, returns are not eligible for:

  • Change of mind or buyer’s remorse.

  • Used or partially used materials, including paints, palettes, brushes, paper, or accessories.

  • Items with wear, water damage, or paint splatters from customer use.

  • Dissatisfaction with personal artistic results (e.g., “It didn’t come out how I hoped”).

  • Cosmetic imperfections on packaging that do not affect functionality.

  • Products showing signs of heavy use, intentional misuse, or missing components.

Because watercolor supplies are consumable and cannot be resold once opened, we are unable to offer refunds for used kits.

⚙️ Return Process

To start a return, contact us within 30 days of delivery at support@willowandwater.com with:

  • Your order number

  • Photos or video clearly showing the issue

  • A brief description of the problem

Our team will review your claim within 2–3 business days and provide return authorization if approved.

⚠️ Returns sent without authorization cannot be accepted.

💵 Refund Method

Refunds (when approved) are issued back to your original payment method.

  • Shipping fees are non-refundable.

  • Return shipping costs are the customer’s responsibility unless the product is confirmed defective on arrival.

If the returned kit is found to be used, missing items, or fully functional, the refund may be declined or subject to a restocking fee of up to 20%.

🛡️ Quality & Inspection

All returned kits undergo inspection to ensure:

  • Items match the original order

  • Components have not been used or contaminated

  • Damage is consistent with shipping or manufacturing issues

If the returned product is found to be fully functional and unused, a restocking fee may apply.

Our Commitment

We’re committed to providing artists of all levels with a high-quality, inspiring watercolor experience.
We handle genuine issues quickly and fairly while maintaining strong policies to protect against misuse of consumable materials — ensuring we can continue offering premium quality at a fair price.