Refund & Return Policy

This policy applies to purchases made directly from woodentoystory.com. Your mandatory consumer rights take priority over any conflicting terms below.

Product Problems and Free Replacements

If your item arrives damaged, has missing or loose parts, does not function properly, or materially differs from its description, email hello@woodentoystory.com with your order number or another proof of purchase, a description, and photos or a short video if available.

We normally resolve confirmed product problems without requiring a return. Depending on the issue, we may provide replacement parts, a replacement item, or a replacement set free of charge, including shipping. We will respect any statutory right to choose a refund or another remedy. Partial refunds and store credit require your agreement.

We will confirm the remedy and whether a return is needed. Please contact us before sending anything back. If inspection or safety investigation requires a return, we will arrange or cover reasonable return costs as required by law.

Minor differences in wood grain, finish, or walking rhythm are normal when the toy remains safe, functional, and consistent with its description. Persistent tipping, substantial sideways drift, and broken or detached fixed components will be assessed as potential product problems.

For suspected safety issues, stop using the toy and keep it and loose pieces out of children’s reach. You are not required to sand, glue, or repair a toy to receive an appropriate remedy.

30-Day Change-of-Mind Returns

For personal-preference returns, contact us within 30 calendar days of delivery. Items must be unused beyond reasonable inspection, undamaged, complete, and in saleable condition, with their original packaging and accessories.

Personalized or custom-made items, gift cards, and products clearly marked final sale are excluded from this voluntary offer. These exclusions and condition requirements do not restrict statutory rights.

Eligible personal-reason refunds require a return unless we expressly waive it. Contact us for handling instructions before posting an item. Waiving a return does not, by itself, confirm refund approval.

Shipping Charges

• Voluntary change-of-mind returns: Original shipping charges are non-refundable unless applicable law requires otherwise. If a return is required, you pay return postage where legally permitted. We do not deduct undisclosed shipping costs from orders that qualified for free shipping.

• Free replacements: Replacement shipping is free. Original shipping charges are normally retained when the replacement resolves the problem, subject to any separate legal entitlement concerning delivery.

• Product-problem refunds: We refund delivery charges and reasonable return shipping costs to the extent required by law, including qualifying return costs already incurred.

• UK/EU statutory withdrawals: A qualifying full-order withdrawal includes reimbursement of the original standard delivery charge. The additional cost of an optional premium delivery service is generally excluded.

A problem with one separately purchased item does not automatically entitle you to a refund of unaffected items. If an affected component prevents a purchased set from functioning, we will assess the remedy for that set.

Refund Processing

We assess requests promptly. Eligible voluntary refunds are issued to the original payment method within 10 business days of receiving the required return or confirming a refund without return. Your payment provider may take additional time to display the credit.

Once a refund without return is confirmed, we will not wait for goods or return tracking. Statutory refund conditions, deadlines, and starting points override our voluntary process.

Refunds reflect the amount paid after discounts, plus other amounts legally due. We charge no standard restocking fee. Any lawful deduction for a voluntary return will reflect actual loss in value and be explained.

Statutory Consumer Rights

The voluntary 30-day period does not limit rights concerning defective, unsafe, damaged, or misdescribed goods.

United Kingdom: Qualifying faulty goods generally carry a 30-day short-term right to rejection and refund. Other statutory repair, replacement, and refund rights remain available.

Australia: For a major failure, consumers may choose the applicable refund or replacement remedy and may be entitled to compensation. Remediable minor failures must be resolved free of charge within a reasonable time.

UK/EU online withdrawal: For qualifying purchases, notify us within 14 calendar days after receiving the goods, or the last item where applicable. A clear cancellation notice is sufficient and does not require approval. Unless we waive return or arrange collection, send goods back within 14 calendar days after your notice. Return postage is payable by you only where properly disclosed and legally permitted.

Applicable statutory refund deadlines and any lawful right to await returned goods or dispatch evidence apply. No such withholding applies when we waive return. Statutory withdrawal deductions are limited to legally permitted diminished value from handling beyond reasonable inspection.

The statutory withdrawal exception for genuinely personalized or specification-made goods applies where permitted. It does not remove defective-product rights.

Applicable legal guarantees and other mandatory rights in the EU, United States, and other locations remain unaffected.

Contact

Wooden Toy Story Co. Limited 香港木語工坊有限公司
Business Registration No.: 78776217
Email: hello@woodentoystory.com
Telephone: +86 13045854759

Registered office and legal correspondence address:
Room 12, 6/F, The Cloud, 111 Tung Chau Street, Tai Kok Tsui, Hong Kong.

Please contact us before posting products so we can confirm the appropriate arrangements.

Optional withdrawal form: Send to the email or postal address above.

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods.

Goods:
Ordered on / received on:
Name and address:
Date:
Signature, only if submitted on paper: