Returns & Refunds Policy

Our Return Policy

Every toy is inspected before it leaves our workshop. If your item arrives faulty, damaged, or with a manufacturing defect, we'll make it right — full refund or replacement, and we cover the return shipping.

As each toy is handcrafted to order from native NZ timber, we're unable to offer returns for change of mind.

What's Covered

• Full refund or replacement for faulty or damaged items
• Return shipping costs covered by us
• Reported within 30 days of delivery
• Refund processed within 5–7 business days once the issue is confirmed

How to Report a Faulty or Damaged Item

1. Contact us. Email poppas.wooden.creations@gmail.com with your order number, photos of the issue, and a brief description. We'll respond within 24 hours.
2. We assess it. Most of the time you don't need to send the item back — photos are enough for us to confirm a manufacturing issue.
3. We make it right. We'll send a replacement or process a full refund, whichever you prefer.
4. If a return is needed. For the rare cases we do need the item back, we'll email a prepaid return label. No cost to you.

Return Conditions

Covered:

• Manufacturing defects or workmanship issues
• Items damaged in transit
• Reported within 30 days of delivery (no time limit for craftsmanship defects — see the Lifetime Craftsmanship Guarantee below)

Not covered:

• Change of mind
• Custom or personalised items (unless defective)
• Damage from misuse, neglect, or normal wear and tear
• Items showing signs of play or use unrelated to a manufacturing fault

Lifetime Craftsmanship Guarantee

Every toy is built to last generations. If your toy develops a defect due to workmanship or materials (not normal wear and tear), we'll repair or replace it free of charge, no matter how long you've owned it. We cover return shipping for warranty repairs.

This guarantee covers defects in materials and workmanship only. It does not cover damage from accidents, misuse, normal wear and tear, or modifications.

Exchanges

Since we don't accept change-of-mind returns, we're unable to offer exchanges for that reason. If your item is faulty, we're happy to send a replacement of the same product, or a different item of equal value — just let us know when you contact us.

Refund Processing Time

Once a faulty item is confirmed, we assess it within 1–2 business days and process your refund within 5–7 business days. Your bank may take a little longer to show the refund. You'll receive an email confirmation once your refund has been processed.

Consumer Guarantees Act

All purchases are covered by the New Zealand Consumer Guarantees Act 1993. If a product is faulty, not fit for purpose, or does not match its description, you are entitled to a repair, replacement, or refund.

Questions About Returns?

Phone: +64 21 022 88166
Email: poppas.wooden.creations@gmail.com
Address: 102 Kiripaka Road, Tikipunga, Whangarei 0112, New Zealand