Customer Care & Return Policy
Quality & Safety
Our products are regularly tested, meaning they are safe for your children. Please check our website and packaging for warnings and suitable age recommendations.
Due to the unique nature of solid wood, please note that our products may have markings. These are not defects but is a beauty to embrace.
Our products are carefully hand-made by talented Indonesian Craftsmen.
We only use non-toxic water-based paint and natural finishes to varnish our wood.
We do not recommend using our products outdoors as they may trap moisture and dirt.
Please do not wash and submerge wooden toys with water. To care for and clean, please wipe them with a damp cloth only.
Return & Exchange Policy
Items can be returned and exchanged if there are any production defects. Please note that this policy only applies within 3 (three) days from the day your package is delivered to you. You will need to provide an unboxing video to prove that our production process initially caused the defects. Please send the video to cs@kaiueo.com for our team to investigate further, along with your phone number (preferably WhatsApp). This process will take about 5 to 7 business days. Once we confirm that the production process or transit caused this defect, we will organise a return and exchange process for you. We will be responsible for the delivery fees in this matter. Our team will contact you through your phone number (preferably WhatsApp) for further details.
We value your support and would love to ensure that you are satisfied with your purchase. If, in any case, within 2 (two) days since you receive your order, changed your mind and decided to swap for another colour option prior to opening the packaging, we will happily accommodate your request. If the product you requested is out of stock, we could place you on our pre-order list. Please note that any delivery fees regarding this policy will be under the customer’s responsibility.
Cancellation & Refund Policy
Please note that we do not accept any cancellation refunds once payment is made. Alternatively, we could provide you with a credit note worth the value of your purchase for your next transaction. This policy only applies if you notify our team of your cancellation before your products are dispatched from our warehouse.
We do not accept any cancellation refund in any form once your package has been dispatched from our warehouse.
We will not accommodate refunds in any form once your package has been received. Please refer to our return and exchange policy for further details.
In any case, where there are defects from our production process and the item is out of stock for exchange, we could provide you with a credit note for your next transaction.
We strictly do not accept cancellations, returns, exchanges, and refunds if the products have been delivered to you for more than 3 (three) days.
Please do not hesitate to contact us through cs@kaiueo.com if you have any questions regarding our policies.