1) Summary

US CompanyGlobal NetworkHandmade We are a U.S.-registered brand with authorized partners across the USA, the EU (including Germany & Netherlands), and the GCC (including Qatar). Most pieces are handmade, custom-designed, and made-to-order. We aim to be fair and human, while protecting artisan time and materials.

2) Eligibility Matrix (What’s returnable?)

Mandatory consumer rights (where applicable) remain intact (see Governing Law & Consumer Rights).

3) Cancellations & Changes (Custom Orders)

Before Production Starts

• Design Fee: Non-refundable once concept work, drawings, or renders have been delivered/approved.
• Cancellation (Seller Discretion): We may allow cancellation with a modest cancellation fee (≈5–15%) to cover scheduling and admin, plus the design fee.
• Order Changes: Email hello@kidswoodstore.com within 24 hours. We’ll try to accommodate; significant changes may affect price/timeline.

After Production Has Begun

• Flexible but cost-based: Cancellation may be considered at our discretion if incurred costs (materials, labor, subcontracting) are covered, plus a cancellation fee (≈10–25%) and the design fee.
• Partial Re-scopes: Where possible, we can adjust scope or defer production rather than cancel outright.

Written Confirmation: Any approved change/cancellation is valid only after our written confirmation (e.g., by email). Otherwise, the original order stands.

4) Custom / Made-to-Order — Principle of Final Sale

Design Approvals are Binding: Drawings, renders, material swatches, finish samples, and written specifications approved by you (“Approved Specs”) are contractually binding. Final products conform to the Approved Specs, subject to normal handcrafted tolerances.

• Unique materials: Natural wood variations (grain, tone, micro-knots), minor dimensional tolerances, and finish nuances are expected and not Defects.
• Visual references: Photos/renders are guides; handcrafted outcomes may vary slightly — part of the charm and authenticity.

5) Standard / Ready-to-Ship — Returns, Exchanges & Refunds

• RMA Window: Request authorization within 14 days of delivery; item must reach us within 14 days of RMA issuance.
• Condition: New, unused, unassembled, complete accessories, original packaging.
• Restocking: 15% standard (inspection/repack/payment costs); up to 20% if refurbishment is needed.
• Shipping: Return shipping is customer’s responsibility unless otherwise agreed.
• Refunds: Issued to the original payment method after quality inspection (typically 5–10 business days from receipt).

Order Cancellation for Standard Items

• Before Dispatch: You may request cancellation; if already packed/labelled, admin or restocking fees may apply.
• After Dispatch: Please follow the return process above once the item is delivered.

6) Product Inspection & Defects

Please inspect your delivery promptly. If you believe there is a Defect (a material, verifiable non-conformity that substantially impairs use, safety, or value), email hello@kidswoodstore.com within 7 days of delivery with photos/videos and your order number.

Acceptance on Delivery

If no written defect notice is received within 7 days (with clear photo/video evidence), the product is deemed accepted in good order and in conformity with the Approved Specs (subject to handcrafted tolerances).

Evidence Standard

Provide time-stamped photos/videos (multiple angles), packaging condition, and order number.

Remedies for Verified Defects (at our option)

• Repair, replacement part(s), full replacement, or—if not feasible—partial/limited refund.
• If a return is required for inspection/repair, we’ll provide instructions and cover reasonable shipping for confirmed Defects.

Normal handcrafted tolerances and natural material characteristics are not considered Defects.

7) Shipping, Risk & Insurance

• Global logistics: Multiple options via our U.S., EU, and GCC network.
• Incoterms: Unless agreed otherwise in writing, shipments are on DAP (Delivered at Place) or similar. Import duties/taxes/clearance fees are the customer’s responsibility.
• Risk of loss: Risk passes per the agreed Incoterm. Valuable shipments are typically insured; transit claims are filed with carrier/insurer (we assist with documentation).
• Delivery issues: Incorrect address, refusal, unpaid duties/taxes, or missed appointments may incur additional fees and re-delivery costs.

8) Non-Returnable Items (for clarity)

• Custom / personalized / made-to-order products.
• Assembled, used, damaged, or incomplete items not due to our error.
• Clearance or “Final Sale” items.
• Gift cards and downloadable digital items.

9) Chargebacks & Fraud Prevention

No Chargebacks on Custom Orders: Custom/made-to-order purchases acknowledge the Final Sale principle. If a dispute is opened, we respond with full documentation (Approved Specs, approvals, progress logs, delivery records). We may suspend services or future sales to accounts engaged in abusive disputes or fraud.

10) Limited Warranty

On delivery, products materially conform to the Approved Specs and are free from significant defects in materials and workmanship for 30 days under normal use. Remedies are those in Section 6. Misuse, improper assembly/storage, normal wear, and natural material variation are excluded. Where implied warranties cannot be disclaimed, their duration is limited to the shortest period permitted by law.

11) Governing Law & Consumer Rights

Governing Law & Venue: State of Wyoming, USA (without regard to conflict rules). Venue in competent state or federal courts located in Wyoming, USA.

Consumer Protection Preserved: Where non-waivable consumer protections apply (e.g., certain EU/UK rules), those rights remain intact. Eligible matters may be brought in small claims court where permitted for efficient resolution.

12) How to Contact Us

Email: hello@kidswoodstore.com  |  FAQ: kidswoodstore.com/pages/faq  |  Contact Page: kidswoodstore.com/pages/contact

For any return/exchange/cancellation request, please include your order number, photos (if applicable), and a short description of the situation.

13) Related Policies & Information

• Terms of Service
• Privacy Policy
• Shipping Policy
• Return & Exchange Policy (this page)
• About Us