We want you to be happy with your order. If something isn’t right, let us know. And if you can’t find an answer to your question below, our friendly customer service team members are ready to help. Please contact us at customercare@hapetoys.com or call us at 800-661-4142

WHAT IS YOUR RETURN POLICY?

After receiving your product, you have 30 days to return it as long as it’s in re-sellable condition - new, unopened and in its original packaging. Items received that are damaged or returned in the retail (color box) packaging may not be eligible for a full refund. Please do not return defective product contact customercare@hapetoys.com for assistance.

For returns, we’ll gladly refund your purchase price, excluding shipping and handling charges. You are responsible for shipping the products back to our warehouse, we recommend using a trackable shipping method. We appreciate your care in packing the item being returned to ensure safe transit back to our warehouse. Items received that are damaged or returned in the retail (color box) packaging may not be eligible for a full refund. Please do not return defective product contact customercare@hapetoys.com for assistance.

 

WHEN WILL I RECEIVE A REFUND?

Once your return is received, we will begin the refund process and a credit will be issued within 14 business days. Your bank may require additional time to post this transaction to your account. Refunds will be issued to the same payment method as the original transaction.

HOW DO I RETURN A DEFECTIVE PRODUCT?

If the item you received is not working as expected, please call us at 800-661-4142 or contact us to arrange for a replacement part or full replacement.

HOW DO I RETURN A DAMAGED PRODUCT?

Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please contact us immediately. It’s helpful to save all packaging material and paperwork.

LIMITED WARRANTY

Hape warrants this product is free of material defects in material or workmanship, subject to the exceptions stated herein. This warranty is to the original consumer purchaser only, if the claim is made to us within 180 days of the date of purchase by the original consumer purchaser (proof of purchase date is required). Our warranty is limited to normal and intended use of the as-received product. This warranty does not cover damage in transit, inadequate care or neglect, abnormal use, misuse, accidents, normal wear and tear, cosmetic issues, damage due to natural elements, failure to follow product instructions, immersion in water (except if product is specifically identified by us in writing as intended for water use and then only as identified), battery leakage or improper installation, improper assembly, storage or maintenance of the product, improper service, an act of God (such as a fire) or any other cause not arising from material defects in material and workmanship. Also, consequential and incidental damages are not recoverable under this warranty. There are no warranties which extend beyond what is expressly stated in this warranty.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customercare@hapetoys.com. Please note that returns will need to be sent to the following address:

Visible Supply Chain Management(Maersk)
2449 South 6755 West Ste E, West Valley City, UT 84128

You can always contact us for any return question at customercare@hapetoys.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customercare@hapetoys.com.