At Wicked Wood Games, we are proud of our handmade products and strive for the highest quality. Nevertheless, something can occasionally go wrong. In such cases, we follow a strict warranty and complaints policy to keep expectations clear and avoid misunderstandings.
Legal guarantee
Your statutory rights. Every product must do what you can reasonably expect of it. If it doesn’t, we will repair or replace it free of charge. You have this legal guarantee for at least two years after delivery, including for custom-made products such as a set with your own design. Please report a defect as soon as possible, ideally within two months of discovering it, via support@wickedwoodgames.com, with your order number and a few photos.
5-year warranty on the wood
On top of your statutory rights, we give a 5-year warranty on the wood of our cornhole boards, including custom sets with your own design, starting from the date of delivery.
What is covered: the board top, the frame and the legs cracking, splitting, breaking or coming loose during normal use.
What is not covered: normal wear and signs of use (scratches, small dents, discolouration), wear of the lacquer or print, damage caused by leaving the board outside or storing it wet, misuse (standing or sitting on it), repairs or modifications by others, and the bags and accessories.
What we do: we repair the part or send you a replacement board or part. If that is not possible, you will receive an equivalent board. We cover the shipping costs.
How to report it: email support@wickedwoodgames.com with your order number, a short description and photos. You will receive a reply within 1 working day.
This warranty applies in all countries we deliver to and is provided by Wicked Wood Games B.V., Sikkel 34b, 3274 KK Heinenoord, KvK (Chamber of Commerce) 87895617. It comes on top of your statutory rights and does not limit them.
Complaints
If something is not to your satisfaction, we would like to resolve it as quickly as possible. Please follow the complaints procedure below.
Procedure for Complaints
- Notification: Submit your complaint via support@wickedwoodgames.com, with a detailed description and, if applicable, photos of the problem.
- Response: You will receive a response from us within 1 working day.
- Resolution: Where possible, we will resolve the complaint immediately. If more time is needed, we will provide you with an indication of the timeframe.
Mediation in the Event of Complaints
If a complaint is not resolved to your satisfaction, you can contact Stichting WebwinkelKeur via their website. You can also submit your complaint to the European Commission’s ODR platform: http://ec.europa.eu/odr.
Returns Policy
To handle our returns as efficiently as possible, we apply specific return conditions.
1. Cooling-off Period
You have the right to return your order or part of it without giving any reason within 30 days of delivery. Returns must first be registered via our returns page. After registration, you will receive further instructions.
2. Exceptions to Returns
The following products are not eligible for return:
- Custom-made products: Products that have been made especially for you, such as Custom Cornhole Sets.
- Business orders: Products purchased for business purposes fall outside the consumer’s right of withdrawal.
3. Conditions for Return
- Product in new condition: The product must be unused and undamaged.
- Registration within 30 days: Returns must be registered within our 30-day cooling-off period (the statutory period is 14 days) and dispatched according to the instructions.
- Complete and in original packaging: Returns must be sent complete and in the original packaging.
Damage on Receipt
If a product arrives damaged, please follow the steps below:
Step 1. Take detailed photos of:
- The outside of the box.
- The box with the shipping label.
- The product in the box.
- The areas where the game is damaged.
- The opened box from above.
- The product fully visible.
Please note: If photos are missing, we unfortunately cannot process the damage claim. Make sure that all required photos are provided and that the return label is clearly visible with the text legible.
Step 2. Add a written description of the damage and send it together with the photos within 7 days of receipt to support@wickedwoodgames.com.
We will contact you to discuss the next steps. Depending on the damage, we will send a replacement part or a completely new item.
Costs of Returning
You receive a free return label from us, so sending the products back costs you nothing.
Refund
After receipt and inspection of the return, you will receive a confirmation of receipt. The amount will be refunded within a few working days to the account used to pay for the original order. Shipping costs are only refunded if the entire order is returned.
Contact
If you have any questions about warranty, complaints or returns, Wicked Wood Games can be reached via:
- Telephone: 06 13 53 31 89
- WhatsApp: 06 13 53 31 89
- E-mail: support@wickedwoodgames.com
- Social Media:
Additional Information
For detailed information about warranty, complaints and the returns process, you can always refer to this page or contact us via the channels above. Our General Terms and Conditions are also available for full transparency and to manage customer expectations.
