Last updated June 24, 2020
Thank you for purchasing our device and accessories (each, a “Device” and, collectively, the “Devices”) and any subscription services (“Subscription Services”) from the Willo online store. Together, the Devices and the Subscription Services are referred to herein as our “Products”.
We believe our Products will change the way you brush your teeth and that you will love brushing with Willo Products. However, if you are not completely satisfied with your purchase for any reason, please see our return policy below for your options.
Device Returns and Refunds
- We provide a full product cost refund (less any incurred shipping costs) for a Device if (i) such return is requested within *30 days of the date of purchase, and (ii) no components of the Device were damaged by you. If you’d like to return your Device, please email us at firstname.lastname@example.org to confirm our return address and to receive an order number that must be included on the package you return to us.
- Return postage is not included, but if you would like a prepaid shipping label, we can issue one and deduct the return shipping cost from your refund (this cost will vary depending on your location). Before you ship the Device, please record your personal tracking number or request a tracking receipt as we cannot issue a refund for a lost Device without proof of tracking.
- If we receive the Device and determine, in our sole discretion, that you damaged the Device or used it in a manner that voids the warranty provided in the Terms of Sale, it will not be eligible for a refund. After receiving your return and inspecting the condition of your returned Device, we will process your return. If all components of the Device are not returned or if any components have been damaged by you, the Device will not be eligible for return and you will not receive a refund.
- Please allow at least 7-10 business days from the receipt of your Device by Willo to process your return and refund.
Subscription Services Returns and Refunds
- We do not accept returns for the Subscription Services (Fresh Routine Refills).
- If you are not fully satisfied with your Subscription Services and you are an Annual plan customer, we will process a cancellation and provide a partial refund of the remaining cycles in your Annual plan. In such a case, the difference between the amount you would have paid for the 3-month plan and the amount you paid for the Annual plan will be deducted from the refund since the Annual plan is offered at a discount to subscribers.
Example: You have 1 active Annual plan and want to cancel during the first shipment cycle. This means you have 3 remaining shipment cycles in your Subscription Services. The Annual plan cost is $72 ($18 per shipment cycle, $54 for 3 remaining shipment cycles). The 3-month plan is $20.00 per shipment cycle, so you would have paid $60 for 3 remaining shipment cycles if you did not receive the Annual plan discount. Thus, your refund would be decreased by the $6 difference, resulting in a $48 refund.
This Return Policy applies only to Products purchased directly from Willo (willo.com) and not to any purchases of our Products through third parties or from a retail location.
Unfortunately, we are only able to offer returns on Products purchased from a shipping address within the United States. For avoidance of doubt, only Products initially shipped to a U.S address all eligible to be returned. All sales are final for any Products shipped to an address outside the U.S.
*Exceptions for the Willo Pioneer Program customers
If you purchased our Products through the Willo Pioneer Program, we will provide a full product cost refund for a Device within 30 days of the date of shipment of the Device. We will also provide a full return shipping cost.
For defective or damaged Products outside the 30-day return window detailed above, please contact us at email@example.com to provide additional details about your defective or damaged Products. Willo may agree to exceptions to this Return Policy in its sole discretion.
If you have any questions about our Return Policy, please contact us at firstname.lastname@example.org.