Returns Policy

Customer satisfaction is important to us, so if there is a problem with an item you have purchased, please contact us via email and include a couple of photos. Depending on the issue, we will either resolved it at our end or pass it on to the distributor for an assessment and/or resolution.

Any refund will be provided via the same method of payment as the original purchase. 

 

‘Change of Mind’ returns policy

In addition to your rights under the Australian Consumer Law we offer a limited change of mind returns policy as outlined below.

If you change your mind and wish to exchange an item, we can offer you an exchange under the following conditions:

  • You return the item within 14 days from the purchase date. After this period, you may not be entitled to an exchange.
  • You contact us by email (nicole@woodenworld.com.au) with your order number before returning an item.
  • The item has not been used or damaged in any way including:
    • It is in its original, undamaged retail packaging, including shrink wrapping and/or paper wrapping where applicable.
    • It is unopened, unused and in its original condition.
    • It has not been assembled.
  • The item is not one of the goods listed below for which a change of mind return is not available.  Wooden World will not accept the return of items from the following categories under the change of mind returns policy:
    • Drop Ship orders
    • Gift cards

If an item, upon return, is found to have been used, assembled or is not in its complete and undamaged original packaging, no refund will be issued. You can choose to have the item returned to your address after payment of actual postage fee. 

 

Where do items need to be returned to?

Our returns address is:

Wooden World, 81 Waterloo Road, Roelands WA 6226

Please contact us via email before returning any products for any special instructions.

 

Shipping for change of mind returns

Wooden World is not responsible for any postage costs associated with change of mind returns.

The original delivery fee is non-refundable. Our flat rate delivery charge will be applicable for the delivery of an exchange item if it is below the free shipping threshold.

We recommend that you retain your proof of postage to track your return as Wooden World cannot accept responsibility for items lost in transit.


Packaging of returned goods

All goods returned by post must be appropriately packed to ensure the returned item is received in its original, undamaged condition. We are unable to refund an item that is damaged in transit and can no longer be sold as new. If Australia Post has been used as a carrier you may be able to claim some compensation.

  

Change of mind before an item is shipped

For change of mind (amendments, cancellations) before your order has been packed and shipped, a refund can be issued less a 5% restocking fee for PayPal and Credit Card transactions and a 7% restocking fee for Afterpay transactions.

 

Manufacturer Warranty

All product faults and replacement claims will need to be referred to the manufacturer and comply with their claims process. Please contact us via email (nicole@woodenworld.com.au) and include a couple of photos showing any issues.

Please ensure products are only used for the purpose described by the appropriate age range, are not subject to misuse and are used under proper adult supervision. Manufacturer warranties will be void where:

  • The item has been subject to misuse or has not been used in accordance with the product guidelines.
  • The manufacturer warranty period has expired, or proof of purchase cannot be provided.

All warranty claims will be dealt with individually and your item will be either replaced, repaired or refunded if eligible, depending on the situation and the supplier/manufacturer's choice.