Welcome to BrainWood. We are committed to providing premium wooden puzzles, Montessori learning toys, and educational games that meet the highest standards of quality. Your satisfaction is extremely important to us. If you are not completely satisfied with your purchase, we're here to help.

This Return & Refund Policy explains your rights and the procedures for returning products purchased through BrainWood.store.

1. Our Satisfaction Guarantee

We proudly offer a 30-Day Free Return Policy for all eligible purchases.

If you are not fully satisfied with your order for any reason, you may request a return within 30 calendar days after your package has been delivered.

Our goal is to make the return process simple, transparent, and hassle-free.

2. Eligibility for Returns

To qualify for a return, your item should:

• Be returned within 30 days of delivery.
• Be in its original condition.
• Include all original accessories and packaging whenever possible.
• Not show excessive wear, misuse, or intentional damage.

Products may still qualify for return even if the outer packaging has been opened, provided the product remains in good condition.

3. Free Return Shipping

BrainWood proudly provides free return shipping worldwide for eligible returns.

Once your return request has been approved, our customer support team will provide detailed return instructions.

Depending on your location, we may provide:

• A prepaid return shipping label
• A designated return address
• Alternative return arrangements when necessary

Please do not send products back without first contacting our support team.

4. How to Request a Return

Returning an item is easy.

Step 1

Contact our support team.

Email:
support@BrainWood.store

Include:

• Your order number
• Your full name
• The email used during purchase
• Reason for return
• Photos (if product is damaged or defective)

Step 2

Our team reviews your request.

Most requests are processed within 1–2 business days.

Step 3

Receive return instructions.

Step 4

Ship your package.

Step 5

Receive your refund.

5. Damaged or Defective Products

If your item arrives:

• Damaged
• Broken
• Missing parts
• Incorrect
• Defective

Please contact us within 7 days after delivery.

Whenever possible, include:

• Photos of the item
• Photos of the packaging
• Description of the issue

In these situations, BrainWood will provide an appropriate solution, which may include:

• Replacement
• Refund
• Store credit
• Partial refund (when appropriate)

6. Wrong Item Received

If you receive an incorrect product, please notify us immediately.

We will arrange the appropriate solution at no additional cost to you.

7. Lost Packages

If your tracking information indicates delivery problems or your package appears lost in transit, please contact us.

Our support team will investigate with the shipping carrier.

If the shipment is confirmed lost, we may provide:

• A replacement shipment
• A full refund

8. Refund Process

After your returned item has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds are typically issued within 5–10 business days.

Refunds are returned to the original payment method whenever possible.

Processing times may vary depending on your payment provider or financial institution.

9. Non-Returnable Items

Certain items may not be eligible for return, including:

• Gift cards
• Personalized products
• Customized items
• Final sale items
• Products intentionally damaged after delivery

If a product cannot be returned, this will be clearly indicated before purchase.

10. Exchanges

If you would like a different product or variation, please contact us.

Depending on product availability, we will gladly assist with an exchange whenever possible.

11. Order Cancellation

Orders may be canceled before shipment.

If your order has not yet entered processing or shipping, you will receive a full refund.

Once an order has shipped, it must follow the standard return process.

12. Late or Missing Refunds

If you have not received your refund:

• Check your bank account.
• Contact your credit card provider.
• Contact your bank.
• Allow additional processing time.

If your refund is still missing after these steps, please contact us.

13. Return Address

Please do not return products directly to the business address listed on our website unless instructed by our customer service team.

Return locations may vary depending on the product and your shipping destination.

Always contact us before sending any return.

14. Customer Satisfaction

At BrainWood, we believe every customer deserves a positive shopping experience.

Our dedicated support team is committed to resolving concerns quickly, fairly, and professionally.

Whether you have questions about your order or need assistance with a return, we're always happy to help.

15. Contact Information

BrainWood

Website:
BrainWood.store

Email:
support@BrainWood.store

Phone:
(905) 238-8080

Business Address:

175 Sainte-Catherine St. West
Montreal, Quebec H2X 3X5
Canada

Customer Support Hours:

Monday – Friday

9:00 AM – 6:00 PM (Eastern Time)

Thank you for choosing BrainWood. We appreciate your trust and look forward to bringing joyful learning experiences to families around the world.