At Wicked Wood Games, we are proud of our handmade products and strive for the highest quality. Nevertheless, something can occasionally go wrong. In such cases, we follow a strict warranty and complaints policy to keep expectations clear and avoid misunderstandings.
Warranty
Our products are manufactured with care and precision. If, unexpectedly, there is something wrong with your order, we apply strict guidelines to determine whether the issue is covered by the warranty.
Conditions for Warranty
- Notification period: Report defects within 7 days of delivery via support@wickedwoodgames.com. Add photos and provide a clear description of the problem.
- Coverage: The warranty only covers defects arising from production or material faults.
- Compensation: If the defect is covered by the warranty, we will repair or replace the product free of charge.
- Warranty period: You are entitled to a warranty period of one month, starting from the delivery date of your product.
Specific Examples
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What is covered by the warranty:
- Defects due to errors in the production process, such as cracks in material or poor finishing.
- Damage sustained during transport (provided it is reported within the specified period).
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What is not covered by the warranty:
- Normal wear and tear and signs of use, such as scratches or discolouration due to daily use.
- Damage due to incorrect use, for example exposure to extreme weather conditions, or failure to follow the user instructions.
- Modifications or repairs by third parties without our approval.
- Custom-made products: Products such as Custom Cornhole Sets that are made to order.
Procedure for Warranty Claims
- Keep the original packaging and documents in case they are needed for the warranty claim.
- Send a warranty claim to support@wickedwoodgames.com within the prescribed period of two months.
Complaints
If something is not to your satisfaction, we would like to resolve it as quickly as possible. Please follow the complaints procedure below.
Procedure for Complaints
- Notification: Submit your complaint via support@wickedwoodgames.com, with a detailed description and, if applicable, photos of the problem.
- Response: You will receive a response from us within 1 working day.
- Resolution: Where possible, we will resolve the complaint immediately. If more time is needed, we will provide you with an indication of the timeframe.
Mediation in the Event of Complaints If a complaint is not resolved to your satisfaction, you can contact Stichting WebwinkelKeur via their website. You can also submit your complaint to the European Commission’s ODR platform: http://ec.europa.eu/odr.
Returns Policy
To handle our returns as efficiently as possible, we apply specific return conditions.
1. Cooling-off Period
You have the right to return your order or part of it without giving any reason within 30 days of delivery. Returns must first be registered via our returns page. After registration, you will receive further instructions.
2. Exceptions to Returns
The following products are not eligible for return:
- Custom-made products: Products that have been made especially for you, such as Custom Cornhole Sets.
- Business orders: Products purchased for business purposes fall outside the consumer’s right of withdrawal.
3. Conditions for Return
- Product in new condition: The product must be unused and undamaged.
- Registration within 30 days: Returns must be registered within the statutory 30-day cooling-off period and dispatched according to the instructions.
- Complete and in original packaging: Returns must be sent complete and in the original packaging.
Damage on Receipt
If a product arrives damaged, please follow the steps below:
Step 1. Take detailed photos of:
- The outside of the box.
- The box with the shipping label.
- The product in the box.
- The areas where the game is damaged.
- The opened box from above.
- The product fully visible.
Please note: If photos are missing, we unfortunately cannot process the damage claim. Make sure that all required photos are provided and that the return label is clearly visible with the text legible.
Step 2. Add a written description of the damage and send it together with the photos within 7 days of receipt to support@wickedwoodgames.com
We will contact you to discuss the next steps. Depending on the damage, we will send a replacement part or a completely new item.
Costs of Returning
The costs for returning products are at the customer’s own expense, unless stated otherwise. Costs vary depending on the carrier and parcel size.
Refund
After receipt and inspection of the return, you will receive a confirmation of receipt. The amount will be refunded within a few working days to the account used to pay for the original order. Shipping costs are only refunded if the entire order is returned.
Contactability
If you have any questions about warranty, complaints or returns, Wicked Wood Games can be reached via:
- Telephone: 06 13 53 31 89
- WhatsApp: 06 13 53 31 89
- E-mail: support@wickedwoodgames.com
- Social Media:
Additional Information
For detailed information about warranty, complaints and the returns process, you can always refer to this page or contact us via the channels above. Our General Terms and Conditions are also available for full transparency and to manage customer expectations.
