Refund policy

Return and Refund Policy

We want you to be happy with your Hape purchase. If something isn’t right, please contact our Customer Care team at customercare@hapetoys.com or call 800-661-4142.

Returns

You may request a return within 30 days after receiving your order.

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

  • Unused, unopened and in resalable condition;

  • In its original retail packaging;

  • Complete with all original parts, accessories and instructions; and

  • Accompanied by a receipt or other proof of purchase.

Before returning a product, please contact customercare@hapetoys.com for return instructions. Returns sent without contacting us first may experience processing delays.

Approved returns should be sent to:

MDS Fulfillment
4001 W Green Tree Rd
Milwaukee, WI 53209

Customers are responsible for arranging and paying return shipping for standard returns. We recommend using a trackable shipping method and packing the product securely. Products returned damaged, incomplete or only in their retail color box without protective shipping packaging may not qualify for a full refund.

Original shipping and handling charges are non-refundable.

Damaged, Defective or Incorrect Products

Please inspect your order when it arrives. If your product is damaged, defective or different from what you ordered, contact us immediately at customercare@hapetoys.com or call 800-661-4142.

Please do not return a damaged, defective or incorrect product before contacting us. Our Customer Care team will evaluate the issue and provide instructions regarding replacement parts, a replacement product or another appropriate resolution.

For products damaged during shipping, please retain the product, original packaging, shipping carton and related documentation until the issue has been resolved. If a shipment arrives with obvious external damage, you may refuse delivery.

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, accessories or instructions;

  • Final-sale or clearance items specifically 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.

If you would like a different product, please return the eligible item according to this policy and place a new order.

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. A warranty claim must be submitted within 180 days of the original purchase date, and 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 events or circumstances beyond our control; or

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

To submit a warranty claim, 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