Returns and Warranties
This Returns and Exchanges Policy forms part of Microcel’s Consumer Terms and Conditions. Please review the Terms and Conditions for more details. In the event of a conflict between the terms and conditions of this Policy and the Consumer Terms and Conditions, the Consumer Terms and Conditions apply. Any capitalized term used in the Policy that is not defined has the meaning set out in the Consumer Terms and Conditions.
INSTRUCTIONS:
If you purchased your Willow product from a Canadian Willow retailer, please first consult with the retailer in conjunction with the retailer’s return policy. If your return request falls outside the scope of the retailer’s return policy, and you may therefore request to return a Product to Microcel, please follow the steps below:
1. Email us at willow@microcel.com. Please include the following information in your request:
a) Your full name
b) A valid email address
c) Your shipping address and telephone number
d) Your order number (if purchased from onewillowcanada.ca)
e) Your proof of purchase (if purchased from a Canadian Willow retailer)
f) A video/photo proof of the defect/issue.
f) A description of the Product(s) returned
2. If your request is approved, an email with an attachment will be sent back to you with a return authorization (“RA”) number and pre-paid return shipping will be included where applicable. All returns must be shipped back using the return mailing label provided for a refund or replacement to be released. *We do not have a physical drop off location*
3. Print the attachment and include it inside the shipping box.
4. Clearly Mark the RA number on the outside of the shipping box. Products received without an RA number will be refused and returned at the Customer's expense.
5. Discrepancies will be documented and emailed to you.
CONDITIONS:
1. Unopened/Unused Returned Products free of stickers or labels must be in their original packaging for return to stock no later than 30 days of the date of receipt.
2. All Product that is purchased as “New” is under the manufacturer’s warranty for up to 12 months from the date of purchase.
3. Proof of Purchase (for example packing list, receipt, etc...) must be provided.
4. If your return has been authorized, you must ship it back to us within 30 days of receiving the documentation. All requests will be closed after 30 days and the RMA will be invalid.
5. Customer is responsible for the cost of returning the Product to Microcel, unless a Product is defective and the Customer contacts Microcel to request the return within 30 days of receiving the Product. If we are contacted about a defective Product more than 30 days after it was received by the Customer, the Customer is responsible for the cost of returning the Product.
6. To be returned, with the exception of defective Products, the Product has to be unused and unopened (in the original packaging). We cannot accept returns for opened Products or Products for which the packaging has been destroyed or damaged.
7. We offer a refund for the price of the purchased Product(s) under certain circumstances. Shipping and handling charges and Taxes and Duties on the shipping and handling charges are non-refundable, except in accordance with this Policy.
8. You are responsible for returning the Product(s). We encourage you to send the return through a shipping method that provides insurance and a tracking number. We are not responsible for damaged or lost returned Product(s). In the case of lost or damaged returned Product(s), a refund will not be issued.
9. We will issue a FULL REFUND to your credit card for the price of any Product that you return and Taxes and Duties paid on the Product’s value (minus the shipping and handling charges and Taxes and Duties on the shipping and handling charges, where applicable), IF we receive your Product return request WITHIN THIRTY (30) DAYS of the delivery date, as identified above.
10. If we receive your Product return request after thirty (30) days from the delivery date, but WITHIN ONE (1) YEAR of the order date, we will issue a STORE CREDIT for the price of any Product that you return and Taxes and Duties paid on the Product’s value (minus the shipping and handling charges and Taxes and Duties on the shipping and handling charges).
11. WE DO NOT ACCEPT PRODUCT RETURN REQUESTS AFTER ONE (1) YEAR.
12. Open Box Products are not eligible for returns and are final sales. All Open Box Products have been inspected and are fully functional, with all original accessories. There may be some cosmetic damage to the products. We offer a warranty replacement to cover the rare, unforeseen issues related to the hardware functionality after purchase.
13. It can take up to ten (10) business days to process the return and refund. Please note that your financial institution could take up to seven (7) business days to reflect this transaction.
14. WE DO NOT OFFER EXCHANGES FOR RETURNED PRODUCTS.
15. All Product(s) purchased from Microcel are delivered via third-party delivery companies, pursuant to a shipping contract. You shall become the owner of the Product(s) from the time of delivery by Microcel of the Product(s) to the third-party delivery company.
16. Please check your Product(s) promptly upon delivery. If you have purchased Product(s) and it appears that any of these Products upon delivery are damaged or otherwise show material or manufacturing defects, please take photos immediately of the Product(s) that highlight any damages and contact us in accordance with this Policy as soon as possible, but in any event within one year from your date of purchase in order to rely on the manufacturer’s warranty (except for Products subject to a 24 months warranty as set out in this Policy). Please note that this warranty does not apply to ordinary wear and tear, willful damage, abnormal storage, repairs conducted by you or an unauthorized third party, or improper or unreasonable use of the Product. If the Product(s) are defective, we will offer you, at our sole discretion, either a refund (as described in this Policy), repair the defective product(s), or provide you with replacement product(s) at no cost to you.