Refund policy
Last updated: July 14, 2026
We hope you love your Faefold playhouse. If something is not right, please contact us and we will do our best to help.
Return Window
We accept returns of eligible items within 30 days of delivery.
To be eligible for a return, the product must be:
- Unused and unassembled
- In its original packaging
- In resellable condition
- Returned with all parts, inserts, instructions, and accessories included
Cardboard Care Note
Because Faefold products are made primarily from cardboard, we cannot accept returns of products that have been assembled, decorated, drawn on, painted, cut, bent, damaged, exposed to moisture, or used during play, unless the product arrived damaged, defective, or incorrect.
Non-Returnable Items
The following items are not eligible for return:
- Used or assembled products
- Products that have been decorated, colored, painted, cut, modified, or folded incorrectly
- Products damaged after delivery
- Products exposed to water, moisture, excessive heat, pets, smoke, or unsafe storage conditions
- Items missing their original packaging, parts, inserts, instructions, or accessories
- Items clearly marked as final sale before purchase
This policy does not limit any rights you may have under applicable law.
How to Start a Return
To request a return, contact us through our website contact form or email us at:
Please include:
- Your order number
- The email address used for the order
- The reason for the return
- Photos of the product and packaging, if requested
Photos are required when reporting a damaged, defective, or incorrect product.
Returns must be reviewed and approved before they are shipped back to us.
Important Return Address Notice
Please do not send returns to the corporate registration address listed at the bottom of our website.
That address is for corporate correspondence only and is not a return facility. Returns sent to our corporate address may not be accepted, processed, or refunded and may require additional shipping at the customer's expense.
Once your return request has been reviewed and approved, we will provide the correct fulfillment warehouse address and return instructions by email.
Returns sent without prior authorization may be refused.
Return Shipping Costs
For standard returns, including returns due to a change of mind or buyer's remorse, customers are responsible for independently arranging, purchasing, and paying for return shipping.
We recommend using a trackable shipping service and keeping your shipping receipt and tracking information until your refund has been completed.
Return shipping charges are not refundable unless the return is due to a damaged, defective, or incorrect product or another error by Faefold.
We do not accept packages sent cash on delivery.
Outbound Shipping Recovery
Faefold may deduct an outbound shipping recovery amount from refunds for standard returns.
The deduction will be the lesser of:
- $25, or
- The actual outbound shipping cost paid by Faefold to deliver the order
This deduction may apply even when standard shipping was offered free to the customer at checkout.
No outbound shipping recovery amount will be deducted when the return is due to a damaged, defective, or incorrect product or another error by Faefold.
Failed or Refused Deliveries
If a package is returned to us because of an incorrect or incomplete address, a failed delivery attempt, refusal of delivery, or an address that cannot be serviced by the carrier, the following costs may be deducted from the refund:
- Actual outbound shipping costs
- Carrier return fees
- Other reasonable costs resulting from the failed delivery
If the customer requests reshipment, applicable return and reshipping costs may need to be paid before the order is shipped again.
Return Inspection
Once the returned product arrives at our fulfillment warehouse, it will be inspected to confirm that it meets the requirements of this policy.
If the return is approved, we will initiate the refund to the original payment method within 5 business days after the inspection is completed.
If the returned product is used, assembled, damaged, incomplete, or not in resellable condition, we may:
- Deny the refund, or
- Issue a partial refund reflecting the product's reduced condition or resale value, where permitted by applicable law
Refund Amount
Approved refunds generally include the amount paid for the returned product and any applicable sales tax, less any permitted deductions described in this policy.
Original shipping charges, expedited shipping charges, return shipping costs, outbound shipping recovery amounts, carrier return fees, and other non-refundable charges will not be refunded unless the return is due to our error or a refund is otherwise required by applicable law.
Refunds are issued to the original payment method used for the order.
After Faefold initiates the refund, your bank, credit card company, or payment provider may require additional time to process and display the refund in your account. This can take up to 10 business days, depending on the financial institution.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your product arrives damaged, defective, or incorrect, contact us within 7 days of delivery at:
Please include:
- Your order number
- Photos of the shipping box
- Photos of the product and its packaging
- A short description of the issue
- If the claim is approved, we may provide a replacement, a full or partial refund, or another appropriate solution.
When a return is required because the product arrived damaged, defective, or incorrect, Faefold will provide return instructions and will cover reasonable return shipping costs or provide a prepaid return label.
Reports submitted more than 7 days after delivery may be reviewed on a case-by-case basis. The 7-day reporting request does not limit any rights you may have under applicable law.
Exchanges
We do not currently offer direct exchanges for standard returns.
If you would like a different item, you may request a return of the eligible product and place a new order separately.
Damaged, defective, and incorrect products may be replaced when appropriate and subject to product availability.
Order Cancellations
To request cancellation of an order, contact us as soon as possible at:
We cannot guarantee cancellation after an order has been processed, packed, or shipped.
If the order has already shipped, it will be handled under this Returns & Refunds Policy.
If we are unable to ship an order within the timeframe stated at checkout or in the order confirmation, we will contact the customer with an updated estimated shipping date. The customer may accept the delay or cancel the unshipped order for a prompt refund, as required by applicable law.
Refunds for Unshipped or Unavailable Orders
If we cancel an order because the product is unavailable or because we are unable to fulfill the order, we will issue a prompt refund to the original payment method.
The refund will include the amount paid for the unavailable or unshipped product and any related shipping, handling, or other charges paid for that product, as required by applicable law.
Suspected Fraud or Policy Abuse
Faefold reserves the right to review, limit, or refuse return requests involving suspected fraud, excessive or abusive return activity, altered products, false damage claims, or violations of this policy, where permitted by applicable law.
Questions and Corporate Address
For questions about returns or refunds, contact:
FAEFOLD LLC
30 N Gould St, STE R
Sheridan, WY 82801
USA
Please note: This address is for corporate correspondence only. Do not send returns to this address.