Refund policy

Return & Refund Policy

Last updated: December 23, 2025

At Willow & Fia, our education, devices, and professional-use products are designed for trained beauty professionals and are provided with clarity, care, and intention. Please review the following policy carefully before completing your purchase.

1. Digital Training & Educational Content

All digital products, including but not limited to online courses, training materials, certifications, manuals, videos, and downloadable content, are final sale.

Once access to digital training has been granted, no refunds, cancellations, or exchanges will be issued. This applies regardless of course completion status or participation level.

2. Professional Kits, Devices & Consumables

All professional kits, devices, cartridges, serums, and consumable products are intended for professional use only.

Final Sale

  • All physical products are final sale once shipped

  • We do not accept returns or exchanges for:

    • Opened products

    • Used products

    • Consumables

    • Kits that include digital training access

Please review product descriptions carefully before purchasing.

3. Limited Device Warranty

1-Year Limited Manufacturer Warranty

The TapTapGLOW™ device includes a one (1) year limited manufacturer warranty from the date of purchase.

This warranty covers manufacturing defects in materials or workmanship only under normal, intended professional use.

What This Warranty Covers

  • Internal mechanical or electronic defects

  • Device malfunction not caused by misuse or external damage

What This Warranty Does Not Cover

This warranty does not cover:

  • Normal wear and tear

  • Cosmetic damage (scratches, dents, discoloration)

  • Damage caused by misuse, improper handling, dropping, or liquid exposure

  • Damage from improper cleaning, storage, or maintenance

  • Use with non-approved or non–Willow & Fia cartridges or accessories

  • Unauthorized repairs, modifications, or alterations

  • Damage caused by failure to follow training protocols or usage guidelines

Warranty Resolution

At Willow & Fia’s discretion, approved warranty claims may result in:

  • Repair of the device, or

  • Replacement with an equivalent device

Refunds are not provided under the warranty.

Replacement devices do not reset or extend the original warranty period.

Warranty Claims Process

To submit a warranty claim:

  1. Contact us at hello@willowandfia.com

  2. Provide proof of purchase

  3. Provide a description of the issue and, if requested, photos or video

  4. Ship the device for inspection if instructed

Customers are responsible for shipping costs related to warranty evaluation unless otherwise stated.

This warranty is provided in alignment with the manufacturer’s warranty and does not create additional guarantees beyond those terms.

4. Shipping Issues & Damaged Orders

If your order arrives damaged due to shipping:

  • Contact us within 48 hours of delivery

  • Include photos of the packaging and products

We will assess the issue and determine an appropriate resolution.

5. No Guarantee of Results

Willow & Fia provides education, tools, and professional-use products designed to support the appearance and care of lashes, brows, skin, and scalp.

Individual results may vary, and no specific outcomes are guaranteed. Proper training, technique, client suitability, and aftercare all influence results.

6. Jurisdiction

This policy is governed by the laws of Canada, without regard to conflict of law principles.

7. Contact

If you have questions about this policy, please contact us at:

hello@willowandfia.com