Return window
Unused items can usually be returned within 30 days of delivery when they are complete, clean, undamaged and in original packaging where possible.
Non-returnable items
For safety and hygiene reasons, opened consumable creative materials, heavily used plush items, incomplete construction sets and personalised products may not be returnable unless faulty.
Damaged or incorrect items
If an item arrives damaged or incorrect, contact Hemar Family with the order number, product name and photos of the issue so the support team can arrange a replacement, return label or refund path.
Refund timing
When a return is accepted, refunds are normally issued to the original payment method after the returned item is received and inspected. Demo orders do not trigger real payment reversals.
Exchanges
Exchanges depend on stock availability. If the preferred replacement is unavailable, Hemar Family may offer a refund or an alternative product of similar value.