Creator Collaboration Orders

Certain products are offered in collaboration with third-party creators.
All creator collaboration products are manufactured, fulfilled, and shipped by Willy Works and are subject to this Returns & Refund Policy.

Refund eligibility, production standards, and acceptance criteria are administered by Willy Works in accordance with this policy, our Terms & Conditions, and applicable law.

Statements made independently by third-party creators do not modify the applicable product listing, this policy, or the Terms & Conditions unless Willy Works expressly confirms those statements in writing.

​Creator collaborations do not modify or override Willy Works’ refund, return, or production policies.

 

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Two-Part Custom Process
Some Willy Works products are created through a two-stage process:

1. Purchase of a Life Casting Kit

2. Submission, approval, and production of a final custom silicone product

Production does not begin until the submitted cast has been reviewed and approved and the Stage 2 final payment has been completed.

Refund eligibility differs between these stages and is outlined below.

 

Lost or Damaged Orders

Claims for items received damaged must be reported within 14 days after delivery. Claims for parcels believed to be lost must be reported promptly after the estimated delivery date or after tracking indicates an unresolved delivery issue.

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Customers should provide photographs, tracking information, packaging images, or other supporting evidence where applicable.

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For physical casts sent to Willy Works, replacement eligibility is subject to the return-shipping requirements stated in our Shipping Policy and Terms & Conditions.

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Where a claim is verified, Willy Works will provide the remedy described in the applicable policies, which may include replacement or refund depending on the circumstances and applicable law.

Life Casting Kits

Life Casting Kits contain specialized single-use materials and are non-refundable once dispatched. This does not affect remedies available where kit contents arrive missing, damaged, defective, materially incorrect, or materially different from the order.

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Willy Works does not provide refunds or free replacement materials for unsuccessful casting attempts caused by user error, incorrect preparation, timing or mixing errors, or failure to follow the supplied instructions.

 

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Final Silicone Products (Stage 2)

Payment for the final silicone product becomes due only after the submitted cast has been reviewed and approved.

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Production does not begin until the cast has been approved and the Stage 2 final payment has been completed.

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A Stage 2 order may be cancelled for a refund before production begins. Once production has begun, the order cannot be cancelled, returned, or exchanged except where required by law or where a verified manufacturing defect exists.

Cast Responsibility

Customers are responsible for following the supplied casting instructions and for the condition and accuracy of the cast they submit.

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Willy Works reviews submitted casts for apparent technical suitability before Stage 2 production. Approval does not guarantee exact replication or eliminate limitations arising from the submitted cast.

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Willy Works is not responsible for variations or limitations directly resulting from incomplete, damaged, distorted, or low-quality submitted casts that were not reasonably detectable during the review process.

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Customer dissatisfaction based on personal preference or expectations does not qualify for a refund.

 

Hygiene & Safety
We do not accept change-of-mind returns or exchanges on custom-made or hygiene-sensitive products. Verified manufacturing defects and other eligible claims are handled under the provisions of this policy.
Each product is inspected before dispatch. Products that do not meet our quality standards are not shipped unless and until the issue has been corrected or the product has been remade.
 

Handmade Variations
Many Willy Works products are handmade. Minor variations in finish, texture, or color are normal and are not considered defects.
These natural variations do not qualify for refunds or replacements.

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Abandoned Projects

If a customer does not provide required information, complete Stage 2 payment, or respond within 30 days after Willy Works’ last documented attempt to contact the customer, the project will be treated as abandoned.

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Related physical casts and work-in-progress digital materials will then be destroyed or deleted in accordance with our Terms & Conditions.

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Amounts paid for dispatched materials, completed work, or services already provided are non-refundable. Payments collected for unperformed or unshipped work will be handled in accordance with applicable law.

Manufacturing Defects

A manufacturing defect means a material fault in the product’s construction, curing, integrity, or finish that was present when the product was delivered and prevents it from substantially conforming to the applicable product description.

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Normal handmade variation, customer-selected specifications, minor cosmetic differences, damage caused after delivery, improper storage, misuse, unauthorized alteration, or normal wear are not manufacturing defects.

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Customers should inspect products before use. Products showing tearing, cracking, separation, tackiness, unusual deterioration, exposed internal components, or other damage should not be used.

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Suspected defects must be reported with photographs and any other reasonably requested evidence. Where Willy Works verifies a manufacturing defect, Willy Works will provide an appropriate remedy, which may include replacement or refund depending on the circumstances and applicable law.

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Customers should retain the product, its packaging, and any affected components until the claim review is complete.

Cancellations

Products from the Premade Range and custom Stage 2 orders may be cancelled for a refund before production begins.

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Once production has begun, custom and made-to-order products cannot be cancelled, returned, or exchanged except where required by law or where a verified manufacturing defect exists.

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A Life Casting Kit order may be cancelled before dispatch. Once dispatched, it is subject to the Life Casting Kit terms above.

Shipping Costs

Original shipping charges are generally non-refundable where an order has been correctly dispatched and delivered. This does not apply where reimbursement of shipping charges is required because an order is incorrect, damaged, defective, undelivered, otherwise nonconforming, or where required by applicable law.

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Third-Party Creator Disclaimer

Willy Works is solely responsible for product manufacturing, quality control, and fulfillment.

Third-party creators are not responsible for refunds, replacements, or order issues.