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At Hansa Toys Sales, we take the same care in crafting our return policy as we do in selecting every wooden block, doll, and educational toy in our collection. Your satisfaction is our priority, and we want your shopping experience to be as joyful and worry-free as the playtime our toys inspire.

Our Return & Exchange Promise

We accept returns and exchanges within 15 days of your receipt of items. To be eligible for a return, your item must be unused, in the same condition that you received it, in its original packaging, and accompanied by your proof of purchase.

Return & Exchange Process

Follow these simple steps to return or exchange an item:

  1. Contact Our Team: Email us at [email protected] within 15 days of receiving your order to initiate the return process.
  2. Provide Order Details: Include your order number, the item(s) you wish to return, and the reason for return.
  3. Receive Return Authorization: We will email you a Return Authorization Number and shipping instructions.
  4. Package Your Item: Securely package the item in its original packaging with all included materials.
  5. Ship Your Return: Mail the package to our address (provided in your return authorization email) using a trackable shipping service.
  6. Confirmation: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund or exchange.

Return Request Template

Use this template when emailing us about your return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Hansa Toys Sales Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]

Order Date: [Date of Purchase]

Item(s) to Return/Exchange: [Product Name(s)]

Reason for Return/Exchange: [Please describe the reason]

Preferred Resolution: [Refund / Exchange for (specific product)]

Thank you for your assistance.

Sincerely,
[Your Full Name]

Refund Information

Once your return is approved:

  • Processing Time: Refunds are processed within 3-5 business days after we receive your returned item
  • Refund Method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable
  • Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error

Exchange Information

For exchanges:

  • We will ship your replacement item once we receive your return
  • If the exchange item costs more, we will invoice you for the difference
  • If the exchange item costs less, we will refund the difference
  • Exchanges are subject to product availability

Non-Returnable Items

To ensure the safety and hygiene of our products, the following cannot be returned:

  • Stuffed Animals & Soft Toys: For hygiene reasons, these items cannot be returned once removed from packaging
  • Felt Toys & Felt Flowers: Due to their delicate nature and potential for damage during return shipping
  • Personalized or custom-made items
  • Items not in original condition, damaged, or missing parts

Damaged or Incorrect Items

If you receive a damaged item or incorrect product:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item or incorrect product
  • We will arrange for a replacement or refund at no additional cost to you
  • In some cases, we may ask you to return the item using a prepaid shipping label we provide

Need Help?

Our caring customer service team is here to assist you with any questions about returns or exchanges. Contact us at:

Email: [email protected]

Address: Hansa Toys Sales, 3186 Candlelight Drive, Houston, US 77014

We typically respond within 24 hours during business days.

Thank you for choosing Hansa Toys Sales. We’re committed to ensuring your family’s shopping experience is as delightful and secure as the playtime our educational toys provide.

Happy playing and worry-free shopping!