Refund Policy
30-Day Satisfaction Guarantee on Willo products
Caring for your oral health is essential, and choosing the right products for you and your family is an important decision. At Willo, we stand by the quality and effectiveness of our products. If our solution isn't the best fit for your family, we're here to make the process quick and simple with a 30-day money-back guarantee. Here's how it works:
If you decide that you'd like to initiate a return of your Willo product within 30 days of shipping, please visit our self service returns portal to get started.
Please do not send back your order without contacting us first, as we cannot provide a refund for a return that has not been documented by our team.
Exchanges: If you need a different toothpaste or brush head, we'll gladly accommodate a one-time per household exchange within 30 days of your order shipping.
Return Conditions: While Willo isn't responsible for products damaged due to accidents or misuse, if you purchased product protection reach out to us and we'll get you started on your replacement.
Gift Returns: If you received a Willo product as a gift, please contact our support team via email at parlacreative2025@gmail.com to receive store credit.
What to expect on your return
- Return postage is included however all returns may be subjected to a handling fee which will be deducted from your return total. Before you ship, please record your personal tracking number or request a tracking receipt as we cannot issue a refund for items not delivered to our designated returns address. Willo is not responsible for damage or loss if the prepaid return label isn't used.
- Once items have been returned to the fulfillment center, all refunds will be issued to the original form of payment. Credits are processed within 5-7 business days of the items being checked in at our fulfillment center and may take up to 10 business days thereafter to hit your bank. Please allow up to 15 business days to receive your refund.
- Late or Missing Refund: If you have not received a refund after 15 business days, please double check with your financial institution as it may take some time before your refund is officially posted. If you are still experiencing issues, please contact our support team via email at support@willo.com
Lost or Stolen Packages: At Willo, we take great care in getting your order to you as quickly and safely as possible. Once your items leave our warehouse and are in the hands of the carrier, Willo is not responsible for lost or stolen packages—but we're here to help you navigate the next steps. If you cannot locate your package we recommend you
- Check around your home and with neighbors/building management who may have collected the package for you.
- Double-check the shipping address of your order (in the order confirmation email) to ensure it's headed to the right location.
- Wait a few days as in sometimes packages may be marked as delivered but take additional time to arrive.
- If your package does not turn up, we're happy to assist by initiating an investigation with the carrier on your behalf, with your cooperation. Please note: If the carrier confirms that the package was successfully delivered, we may require a copy of a filed police report for stolen property in order to proceed with options for reimbursement or reshipment. If you need additional assistance, please contact us.
This return policy is subject to change at Willo's discretion and does not affect the legal rights of consumers.
