Return, Refund & Limited Warranty Policy

We want you to be happy with your Hape purchase. If something isn’t right, please contact our Customer Care team for assistance.

Email: customercare@hapetoys.com
Phone: 800-661-4142

Returns

We accept return requests within 30 days after your order is delivered.

To be eligible for a return, the product must be:

• New, unused and unopened;

• In its original retail packaging;

• In resellable condition; and

• Accompanied by the receipt or other proof of purchase.

To request a return, please contact customercare@hapetoys.com before sending the product back. Please include your order number and the reason for the return.

Approved returns should be sent to:

MDS Fulfillment
4001 W Green Tree Rd
Milwaukee, WI 53209

Please do not send a product to the return address before contacting our Customer Care team.

Return Shipping

For returns that are not related to a defective, damaged or incorrect product, customers are responsible for arranging and paying for return shipping.

We recommend using a trackable shipping method and securely packing the product to prevent damage during transit. Hape is not responsible for returned products that are lost or damaged in transit.

Original shipping and handling charges are non-refundable.

Products returned without protective shipping packaging, including products shipped using only the retail color box, may be damaged in transit and may not qualify for a full refund.

Damaged, Defective or Incorrect Products

Please inspect your order when it arrives.

If your product is defective, damaged during shipping or different from the product you ordered, please contact us immediately at customercare@hapetoys.com or 800-661-4142.

Please include your order number, a description of the issue and, when possible, photos showing the product, packaging and damage.

Do not return a damaged or defective product before contacting us. Our Customer Care team will review the issue and help arrange an appropriate solution, which may include a replacement part, replacement product or refund.

If a shipment arrives with visible shipping damage, you may refuse the delivery. If you accept the delivery and later discover damage, please keep the product, packaging materials and shipping documents until the issue has been resolved.

Non-Returnable Items

The following items cannot be returned:

• Products returned more than 30 days after delivery;

• Products that have been opened, used, assembled or altered, unless they are defective;

• Products missing their original packaging, parts or accessories;

• Final-sale or clearance items marked as non-returnable; and

• Gift cards.

Please contact us if you have questions about whether your product is eligible for return.

Exchanges

We do not process direct exchanges.

To receive a different product, please return the eligible item according to this policy and place a new order for the product you want.

For damaged, defective or incorrect products, please contact our Customer Care team before placing a replacement order.

Refunds

After we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method within 10 business days. Your bank or credit card company may require additional time to process and post the refund to your account.

Original shipping and handling charges are non-refundable.

If more than 15 business days have passed since your refund was approved, please contact customercare@hapetoys.com.

Limited Warranty

Hape warrants that its products are free from defects in materials and workmanship under normal and intended use.

This limited warranty applies only to the original consumer purchaser and requires a warranty claim to be submitted within 180 days of the original purchase date. Proof of purchase is required.

This warranty does not cover:

• Damage caused during transportation;

• Improper assembly, installation, storage, service or maintenance;

• Misuse, neglect, accidents or abnormal use;

• Normal wear and tear or cosmetic damage;

• Failure to follow product instructions;

• Exposure to water, unless the product is specifically designed for water use;

• Battery leakage or improper battery installation;

• Damage caused by natural elements or events beyond our control; or

• Damage that does not result from a defect in materials or workmanship.

To submit a warranty claim, please contact customercare@hapetoys.com or call 800-661-4142. Please provide proof of purchase, a description of the issue and photos of the product when possible.

Where permitted by applicable law, consequential and incidental damages are not covered under this limited warranty. This warranty gives you specific legal rights, and you may also have other rights that vary by state.