Refund policy

Last updated: 17 July 2026

Summary

30-day return window worldwide from the date you receive your order
14-day unconditional cooling-off right for EU customers (in addition to the 30-day window)
All products eligible for return, including any items purchased at promotional pricing, no exclusions
Customer pays return shipping unless the item is defective, damaged, or incorrectly shipped (in those cases, we cover return shipping)
Order never arrived? See our Shipping Policy, we will arrange a replacement or full refund for lost parcels
Refunds processed within 10 business days of receiving the returned item

1. Right to return — 30-day return window

You have 30 calendar days from the date of delivery to request a return for any reason. To initiate a return, email support@wondrakids.com or call us on +40 742 140 755 (Romania) / +49 163 7830812 (international support) with your order number and the reason for return. We will respond within 1 business day with the return shipping address and confirmation.

2. EU 14-day cooling-off right (in addition to the 30-day window above)

If you are a consumer resident in the European Union, you have the right under Article 9 of Directive 2011/83/EU on consumer rights to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, send an unequivocal statement of withdrawal to support@wondrakids.com within the 14-day period. The 14-day cooling-off right runs in parallel with our voluntary 30-day return window — you may rely on whichever is more favourable to you.

3. Condition of returned items

To be eligible for a refund, returned items must be:

Unused or in the same condition you received them
In the original packaging where reasonably possible
Returned within the applicable return window (14 days for EU cooling-off, 30 days otherwise)

For EU customers exercising the 14-day cooling-off right, you may inspect the item as you would in a physical store. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning (per Directive 2011/83/EU Art. 14(2)).

Hygiene note: for hygiene-sensitive items such as bath additives (for example bath bombs) or items that come into direct contact with the mouth or bath water, sealed packaging that has been opened after delivery may exempt the item from the EU cooling-off right (Directive 2011/83/EU Art. 16(e)). This never applies to items that arrive damaged, defective, or incorrect — those are always covered.

4. Return shipping address

You can return most items within 30 days of delivery. To start a return, email support@wondrakids.com with your order number — we'll confirm the return address and next steps within 1 business day. Returns are processed at our fulfilment facility in the EU (Romania); we provide the exact return address once you contact us.

Returns are handled by Bunny Honey Club SRL, Strada Petricani 4, 023842 Bucharest, Romania, unless we provide a closer return facility.

Please do not ship returns to the registered office without first emailing us.

5. Who pays return shipping

Customer pays return shipping for change-of-mind returns, EU 14-day cooling-off withdrawals, or any return not caused by a defect or our error
We pay return shipping if the item arrived defective, damaged, or you received the wrong item

We do not charge any restocking fee on returns. We recommend using a tracked shipping service for returns — we cannot refund returns we don't receive.

6. Damaged, defective, or incorrect items

If your item arrives damaged, defective, or different from what you ordered, contact support@wondrakids.com within 48 hours of delivery with:

Your order number
Photos of the item showing the damage or defect
Photos of the outer packaging

We will arrange a replacement at no cost, or a full refund (including original and return shipping) at your choice.

Reporting within 48 hours simply helps us resolve your claim faster: it does not limit your statutory rights under EU or your local consumer law, which remain fully unaffected.

7. Refund process and timing

After we receive your returned item, we will:

Inspect the item within 3 business days
Notify you of the refund approval
Process the refund to your original payment method within 10 business days of receiving the returned item

Once the refund is processed on our side, it may take an additional 3-10 business days for the amount to appear on your bank or card statement, depending on your bank and payment method.

8. Items that cannot be returned

The following are excluded from our return policy:

Items personalized or customized at your request
Items damaged through misuse after delivery
Items returned more than 30 days after delivery (except in the EU 14-day cooling-off window, which has its own conditions)

Note: Items purchased at promotional pricing ARE eligible for return. We do not exclude sale items from our return policy.

9. EU consumer rights and statutory warranty

Nothing in this Refund Policy limits or excludes:

The EU 14-day cooling-off right under Directive 2011/83/EU
The 2-year legal warranty against defects under Directive (EU) 2019/771
UK consumer rights under the Consumer Rights Act 2015
Australian Consumer Law guarantees
New Zealand Consumer Guarantees Act 1993 rights
Any other non-waivable consumer protections in your country

10. Dispute resolution

If we cannot resolve a complaint together, consumers in Romania and the EU may contact the National Authority for Consumer Protection (ANPC, anpc.ro) or an approved alternative dispute resolution (SAL) body; the European Consumer Centres Network can direct you to the competent body in your country. (The European Commission's Online Dispute Resolution platform was retired in July 2025.) We are willing to participate in dispute resolution but are not legally obliged to do so. We encourage you to email us first — most issues are resolved within one business day.