Cancelling Orders

Under the consumer contract regulation, you may cancel your order anytime from the moment you place your order and up to 14 days after the day you received your order. Cancelled orders will be refunded in accordance with our refund policy. To cancel an order please speak to a member of our team by emailing or calling 01278 393264.  

To ensure no delays in the process of returning your order, we kindly ask that you make contact with us to cancel an order. If we don’t receive contact about your order this could slow the process of returning your order and issuing a refund if one is due. 

Goods being returned should be in the original condition and using the same packaging which the goods were delivered in. If the original packaging cannot be used then packaging of similar or better quality should be used. It is the customers responsibility to make sure goods being returned are protected to a satisfactory level. Returned goods should be labelled and addressed to:

FAO: Returns, Somerset Willow Company Limited, Peninsula Business Park, Bristol Road, Bridgwater, Somerset, TA6 4QB

Goods can be returned in one of two ways;

a) Collected from your address via our courier on our account at the customers expense, please note somebody will need to be present at the collection address from 9.00am till 6.00pm on the day of collection otherwise charges may be incurred.

b) Using the customers own courier service or Royal Mail. Please note customers using Royal Mail should retain a receipt in the event of an order being lost. If you are returning an order using your own courier this must be done within 14 days of notifying us that you wish to return an order.

We regret to inform that we are unable to return custom engraved or bespoke products. We are also unable to return pet coffins where a deceased pet has been placed inside the coffin

Refund Policy

Cancelled orders that have been returned and received correctly at the address listed on the cancelling orders section of the returns policy will be refunded. Any refund will have the original shipping cost and return shipping cost deducted. In addition we also charge a restocking fee of £10 per order.

Refunds will be issued within 14 days of the goods being received.