Refund policy
Last Updated: November 11, 2024
1. Policy Overview & Definitions
WoodenToyStory ("the Company") offers a 30-day returns policy for goods that are unused, in their original condition, and in original packaging. This policy is in addition to, and does not limit or replace, your statutory rights as a consumer under the applicable laws of your jurisdiction ("Statutory Rights").
1.1 "Return" means the process of returning goods for a refund.
1.2 "Proof of Purchase" means a valid receipt, order confirmation email, or bank statement evidencing the transaction.
1.3 "Business Days" means any day except Saturdays, Sundays, and public holidays in the People's Republic of China.
2. Eligibility Criteria for Returns
To be eligible for a return under this policy, the item must be:
Unworn, unused, and in its original saleable condition.
2.1 In the original manufacturer’s packaging, including all tags and accessories.
2.2 Accompanied by a valid Proof of Purchase.
2.3 Returned within 30 calendar days from the date of delivery.
3. Initiation of Return Process
To initiate a return, you need to contact our Customer Service team at hello@woodentoystory.com to request a Return Merchandise Authorization (RMA) number. Returns shipped to our logistics center without a prior approved RMA will not be acknowledged or processed.
Upon approval, we will issue a returns shipping label and provide instructions for shipment to our facility at:
51 Huanguan South Road, Guanlan Street, Longhua District, Shenzhen, China.
Shipping costs for non-warranty returns are the responsibility of the customer, unless otherwise required by your local Statutory Rights.
4. Statutory Rights & Mandatory Legal Provisions
A. For Consumers in Australia:
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. A "major failure" occurs under the ACL where, for example, the goods are significantly different from the sample or description, are unfit for their intended purpose, or are unsafe.
B. For Consumers in the United States:
While the United States does not have a federal mandatory "cooling-off" period for general goods, your Statutory Rights are governed by state laws, including the Uniform Commercial Code (UCC) and various state consumer protection acts. These laws provide protections against defective goods (see Section 5). Furthermore, the Magnuson-Moss Warranty Act governs warranties on consumer products and may provide additional remedies.
C. For Consumers in Hong Kong:
Your transaction is protected under the Sale of Goods Ordinance (Cap. 26) and the Control of Exemption Clauses Ordinance (Cap. 71). Goods supplied by the Company are implied to be of merchantable quality, fit for their intended purpose, and as described. If goods are found not to conform to these implied conditions at the time of delivery, you may be entitled to a repair, replacement, or refund.
D. For Consumers in the European Union:
Pursuant to the Consumer Rights Directive, you have a legal right to withdraw from the contract of sale within 14 calendar days of receiving the goods without giving any reason. This policy extends that right to 30 days. The conditions for exercising this right are outlined in Section 2 of this policy.
5. Damages, Defects, and Non-Conformity
Please inspect your order upon receipt. If you receive an item that is defective, damaged in transit, or not as described (a "Non-Conforming Item"), you must notify us immediately at hello@woodentoystory.com upon discovery.
We will evaluate the issue and, where the item is a Non-Conforming Item, we will, at our discretion and in accordance with your Statutory Rights, provide a remedy which may include a full refund, replacement, or repair. In such cases, we will provide a prepaid shipping label for the return of the Non-Conforming Item.
6. Exceptions & Non-Returnable Items
The following items are final sale and not eligible for return under the standard 30-day policy unless they are Non-Conforming Items:
6.1 Perishable goods (e.g., food, flowers).
6.2 Custom-made or personalized products.
6.3 Goods classified as hazardous materials, flammable liquids, or gases.
6.4 Personal care and beauty products for hygiene reasons.
6.5 Items not in their original condition, used, or damaged after delivery.
7. Exchanges
The Company does not process direct exchanges. To receive a different item, we recommend initiating a return for the original item under this policy. Once your return is accepted and processed, you may place a new order for the desired item on our website.
8. Refunds (Processing)
Upon receipt and inspection of the returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed automatically to the original method of payment within ten (10) Business Days.
Please allow additional time for your financial institution to process and post the refund to your account. If you have not received your refund after 15 Business Days from our approval notification, please contact us at hello@woodentoystory.com.
9. Contact Information
For any questions regarding this policy or to initiate a return, please contact our Customer Service team at:
Email: hello@woodentoystory.com