Last Updated: August 23, 2026
Return, cancellation and remedy options depend on whether the item is an existing sample, a customized sample, a prototype or a custom bulk production order. Project-specific terms confirmed in an accepted quotation, invoice or order agreement also apply.
1. Existing Product Samples
Existing product samples are supplied for material, size, construction and quality review. Because sample availability and international shipping are arranged for a specific inquiry, samples are not offered with a general change-of-mind return period.
If an existing sample arrives damaged, incorrect or materially different from the confirmed sample, contact WillowTile promptly with the project reference, packaging photographs and clear images or video of the issue.
2. Logo Samples, Packaging Prototypes and Custom Prototypes
Customized samples and prototypes are developed for a specific project and are generally non-returnable. Development, tooling, artwork, sample and shipping fees are not automatically refundable or creditable toward a production order unless confirmed in writing in the quotation.
Approval of artwork, colors, dimensions, logo placement, packaging or other specifications authorizes us to proceed according to the approved information.
3. Custom, Wholesale and Private-Label Production
Custom-made, wholesale, private-label and specially produced goods are not eligible for change-of-mind returns. Cancellation or specification changes may not be possible after materials are procured, artwork is approved, sampling is confirmed or production begins.
Any cancellation terms, non-refundable costs, available credits or project remedies will be evaluated according to the production stage and the applicable quotation or agreement.
4. Damaged, Defective or Incorrect Products
If a shipment arrives damaged, contains incorrect quantities or products, has a confirmed manufacturing defect, or is materially inconsistent with the approved specifications, notify WillowTile promptly after delivery.
Please provide the project reference, carton and shipping-label photographs, affected quantities, and clear photographs or video. Do not discard products or packaging needed for review until we provide instructions.
After review, an appropriate solution may include replacement components, replacement production, repair where practical, a credit or a refund. The applicable solution depends on the verified issue, affected quantity and project terms.
5. Production Tolerances and Approved Specifications
Custom manufacturing may involve reasonable tolerances in color, dimensions, printing, material appearance and packaging. Digital colors may also differ from physical materials. Products made according to an approved sample, proof or specification are not considered defective solely because of an acceptable production tolerance.
6. Unauthorized Returns
Do not send samples or products to WillowTile’s registered company address without written authorization. If a physical return is required, we will provide the applicable return instructions and operational destination.
7. Refunds and Credits
Any approved refund or credit will follow the applicable quotation, invoice, payment method or written resolution. Payment-provider and financial-institution processing times may vary. WillowTile does not promise a refund before the issue and supporting information have been reviewed.
8. Contact
To report a project issue, contact WillowTile with your reference number, product details, affected quantity and supporting photographs or video.