Warranty and Product Issues Policy

This Warranty and Product Issues Policy explains how Totem Expo-Jeux handles defective products, missing parts, product issues, and warranty-related requests. This Policy does not limit any mandatory legal rights that apply to consumers in their country of residence.

1. Product Condition

We aim to provide products that match their product descriptions, images, specifications, and applicable quality standards.

Toys may have natural variations in color, texture, finish, fabric, wood grain, or material, especially for wood, fabric, plush, plastic, or handmade components. Such natural variations are not defects unless the product page states otherwise.

2. Reporting Product Issues

If you believe your toy is defective, damaged, incomplete, or not as described, contact us at info@totemexpo-jeux.com.

Please include your order number, product name, description of the issue, photos or videos showing the issue, photos of packaging if shipping damage is involved, and photos of labels, batch numbers, or product tags if available.

3. Missing Parts or Hardware

If your order is missing parts, hardware, tools, batteries, accessories, or instructions, contact us. Depending on the situation, we may provide replacement parts, missing hardware, assembly instructions, repair guidance, or other appropriate support.

For safety reasons, do not use a toy that is missing safety components, fasteners, or other essential parts until the missing parts have been supplied and correctly installed.

4. Manufacturing Defects

A manufacturing defect may include a structural or functional problem caused by production or materials, including faulty seams, broken zippers, defective buckles, cracked frames, non-functioning electronic components, or non-functioning safety features.

A manufacturing defect does not include normal wear and tear, damage caused by misuse, improper assembly, improper installation, failure to follow care instructions, modification or repair by the customer or third party, damage caused by moisture, heat, sunlight, pets, accidents, or commercial use unless the product is expressly sold for commercial use. It also does not include issues arising from use outside the stated age grading, weight, or developmental limits, or from failure to follow the safety instructions provided.

5. Available Remedies

Depending on the issue and applicable law, remedies may include replacement part, repair support, replacement product, partial refund, return for refund, or another remedy required by applicable law.

We may request photos, videos, inspection, or return of the product before approving a remedy. For safety-related issues, we may ask you to stop using the product while the issue is being reviewed.

6. EU Legal Guarantee

For consumers in the European Union, this Policy does not limit your mandatory legal guarantee rights for goods that are defective, non-conforming, or not as advertised.

7. Switzerland

For consumers in Switzerland, this Policy does not limit mandatory rights under applicable local consumer laws.

8. Manufacturer Warranties

Some toys may include a manufacturer warranty. If a manufacturer warranty applies, details may be included on the product page, product packaging, instruction manual, or warranty documentation.

Manufacturer warranties are in addition to, and do not replace, mandatory consumer rights where applicable.