Sales and Return Policy

  1.  Sales

1.1 Purchaser/Users may place orders for Goods, which Willowbrook may accept or reject. The acceptance of an order depends on the availability of stock, correctness of the information relating to the stock (including without limitation the price) and receipt of payment for the Goods. Willowbrook will indicate the acceptance of your order by delivering the Goods to you and only at that point will an agreement of sale between you and Willowbrook come into effect. This is regardless of any communication from Willowbrook stating that your order or payment has been confirmed. Willowbrook will indicate the rejection of your order by cancelling it and, as soon as possible thereafter, refunding you for any amount already paid. The purchaser/user indemnifies and holds Willowbrook harmless against any loss, injury or damages which may be sustained as a result of using the products sold on the Website. The private information required for executing the orders placed through the Website facility, namely the User’s personal information and credit card details, delivery address and telephone numbers will be kept in the strictest confidence by Willowbrook and not sold or made known to third parties. Only the necessary information, that is the delivery address and contact phone number will be made known to third parties delivering the product. Willowbrook will not be keeping any credit card details under any circumstances.

1.2 Willowbrook cannot be held responsible for security breaches occurring on the Purchaser/User’s electronic device used to browse the Website.

1.3 Willowbrook will supply all Goods to the delivery company in good order. Willowbrook will not be held liable for the condition of Goods arriving at the User’s chosen delivery address.

1.4 Placing Goods in a shopping basket without completing the purchase cycle does not constitute an order for such Goods, and as such, Goods may be removed from the shopping basket if stock is no longer available. You cannot hold Willowbrook liable if such Goods are not available when you complete or attempt to complete the purchase cycle at a later stage. 

  1. Cancellation and Stock availability

2.1 We reserve the right, for purpose of suspected fraud, to refuse to accept or process payment on any order, and/or to cancel any sale concluded between you and Willowbrook, in whole or in part, if the item is not available for any reason. We will notify you if this is the case and as soon as possible thereafter, refund you for any amount already paid and accept no liability which may arise as a result of such refusal to process any order/sale. All items are subject to availability.

2.2 We will usually refund any money received from you using the same method originally used by you to pay for the Product. 

  1. Online Payment

3.1 We are committed to providing secure online payment facilities. All transactions are encrypted using appropriate encryption technology. All online credit card payments are processed by the PayFast Internet Payment Gateway. Card Holders may go to payfast.co.za to view the PayFast security policy.

3.2 If we do not receive authorisation your order for the Goods will be cancelled. You warrant that you are fully authorised to use the credit card supplied for purposes of paying the Goods. You also warrant that your credit card has sufficient available funds to cover all the costs incurred as a result of the Goods purchased on the Website.

3.3 Direct bank deposit or electronic funds transfer: if you pay via direct bank deposit or electronic funds transfer, payment must be made within 5 (five) days of placing your order. Willowbrook will not accept your order if payment does not reflect in Willowbrook’s bank account. 

  1. Vouchers & Coupons

4.1 Willowbrook may from time to time make physical or electronic gift vouchers (“Vouchers”) and promotional coupons or discounts (“Coupons”) available for use on the Website towards the purchase of Willowbrook products. Vouchers and Coupons can only be redeemed while they are valid and their expiry dates cannot be extended. More specifically:

4.1.1 Vouchers

4.1.1.1 Vouchers that are purchased by registered users are valid for 1 year after Sale. Vouchers that are given away for free are valid for the period stated thereon. In each case, if your Voucher has not been used within that period, it will expire.

4.1.1.2 Vouchers cannot be used to buy other Vouchers or Coupons. They do not accrue interest and are not refundable for cash once purchased. If your Voucher value is insufficient for the order you wish to place, you may make up the difference by paying via our on line payment methods.

4.1.2 Coupons

4.1.2.1 Coupons are issued in Willowbrook’s sole discretion and we reserve the right at any time to correct, cancel or reject a Coupon for any reason. Users do not have a right to Coupons, and Coupons cannot be earned. Coupons are issued under specific terms and conditions regulating when and how they may be used.

4.2.1.2 Coupons cannot be used to buy Vouchers or other Coupons, cannot be exchanged for cash. A Coupon can only be used once, and only one Coupon can be used per person per promotion/campaign on the Website. The value of the Coupon will be set off against the value of your shopping basket and the balance remaining, you may make up the difference by paying via our on line payment methods

4.2 Willowbrook is not responsible for any loss or unauthorised use of a Voucher or Coupon. 

  1. Refund and Return Policy

5.1 Willowbrook makes every effort to ensure that you will be satisfied with your purchase, however we recognise that in certain cases items may need to be returned and we will gladly do so under the conditions listed below.

5.2 The provision of Goods is subject to availability. In cases of unavailability, the provider will refund the client in full within 30 days. Cancellation of orders by the client will attract a 10% charge for administration costs. Willowbrook reserves the right to cancel an order for which payment has already been received. This may occur if stock is insufficient or the quality of goods ordered does not meet Willowbrooks' standards. Should Willowbrook exercise this right, the User will receive a full refund with no deductions. Any complaints regarding the standard and quality of the product or products bought by consumers through the Website facility should be directed to wbrook@iafrica.com

5.3 With every order we ship, we include a merchandise receipt. Please keep your receipt to facilitate your courier return/exchange and follow these instructions to return your purchase by mail.

5.4 We do not offer cash or credit card refunds.

5.5 For more information on returns, please email wbrook@iafrica.com 

  1. Refund or Exchange via Couriers

6.1 Within 14 days of your delivery, simply return the garment, with the printed receipt that came with your parcel, by sending an email to wbrook@iafrica.com to request to return items, we charge a flat fee of R50 for this service. We will gladly accept unworn, not yet washed merchandise, with the original Willowbrook tag attached. A credit for returns will be issued.

6.2 Should you want to exchange a garment for a different size, granted that the Willowbrook has stock of the particular item, we will gladly assist.

6.3 Please note we will only grant an exchange or credit from current season items, no previous season sale items will be permitted. We do not offer inter-seasonal exchanges.

6.4 Packages must be returned prepaid, we do not accept cash on delivery deliveries.

6.5 Willowbrook will gladly refund shipping charges in the instance where the item is defective as a result of a manufacturing defect as determined by the quality control department of Willowbrook.