Returns & Refunds

Little Ladder Books

Returns & Refunds

At Little Ladder Books, we take care to pack every Story Set securely before dispatch. Because our Story Sets contain multiple components, we follow a verification process for returns to ensure that products are returned in the same condition in which they were received.

Please read this policy carefully before placing your order.

1. Eligibility for Returns

Returns are considered only in the following circumstances:

·        the Story Set was received damaged;

·        the Story Set or any of its components were incorrect or missing;

·        the product has a manufacturing or production defect; or

·        another issue is identified that makes the order eligible for a return under applicable law.

We do not accept returns simply because a customer has changed their mind, ordered the wrong product, or no longer wishes to keep the product, except where required by applicable law.

2. 360° Unboxing Video Requirement

Because our Story Sets contain multiple components, a continuous 360° unboxing video is required for any damage, missing-item or tampering-related return claim.

A return claim may not be accepted without the required unboxing evidence, except where applicable law requires otherwise.

The unboxing video should:

·        begin before the parcel is opened;

·        clearly show the entire outer parcel/package from all sides;

·        show the Little Ladder Books packaging/seal/sticker clearly;

·        show the parcel being opened for the first time;

·        clearly show all contents received;

·        continue without significant cuts, edits or interruptions; and

·        clearly capture any visible damage, missing component or packaging irregularity.

Please do not discard the outer packaging, packaging materials or any damaged components until your claim has been reviewed and resolved.

3. Tamper-Evident Packaging

Little Ladder Books may use a tamper-evident sticker/seal on the outer packaging.

The condition of this seal forms part of our assessment of a return or damage claim.

If the seal appears broken, removed, replaced or otherwise tampered with before opening, please ensure that this is clearly visible in your unboxing video.

We may request photographs or additional information where required.

4. Report an Issue Within 24 Hours

Any issue relating to damage, missing items, incorrect items, tampering, or other delivery-related discrepancies must be reported to us within 24 hours of delivery.

Please contact us at [your email address] with:

·        Order number

·        Name used for the order

·        Description of the issue

·        360° unboxing video

·        Photographs, where relevant

Claims submitted after this period may not be eligible for a return or refund, except where applicable law requires otherwise.

5. Review & Return Approval

Submitting a return request does not automatically mean that the return has been approved.

Once we receive your claim and supporting evidence, Little Ladder Books will review the information provided.

If the claim appears eligible, we will provide instructions for returning the Story Set.

Please do not send a product back without receiving return instructions from Little Ladder Books. Unauthorised returns may not be accepted.

6. Quality Check After Return

Once an approved return is received, the Story Set will undergo a quality and condition check.

We may inspect:

·        the outer packaging;

·        tamper-evident seal;

·        book;

·        game and game components;

·        poster;

·        badge;

·        drawing/activity sheets;

·        packaging materials; and

·        any other components included in the original Story Set.

The returned product must correspond to the product and components originally supplied.

7. Tampering, Alteration or Missing Components

If our quality check identifies evidence that the product or its components have been opened or altered after delivery, intentionally damaged, replaced or substituted, used beyond what would reasonably be required to inspect the product, tampered with, partially returned, missing components, or otherwise not returned in the condition represented in the original claim, Little Ladder Books reserves the right to reject the return or refund request, subject to applicable consumer law.

Where appropriate, we may request additional evidence or clarification before making a final determination.

8. Refunds

If a return is approved and the product is confirmed to be eligible for a refund, the refund will be processed through the original payment method, wherever possible.

Refund processing times may vary depending on the payment provider and banking institution.

The refund amount will be determined in accordance with the applicable return/refund circumstances and applicable law.

9. Replacement Instead of Refund

Where appropriate, Little Ladder Books may offer a replacement of the affected product or component instead of a refund.

The available resolution will depend on the nature of the issue, product availability and the circumstances of the claim.

10. Return Shipping

Where the return is accepted because the product was received damaged, defective, incorrect or incomplete due to an issue attributable to Little Ladder Books, we will provide appropriate instructions regarding return shipping.

For returns arising from circumstances attributable to the customer, any applicable return or reshipping costs may be the customer's responsibility, subject to applicable law.

11. Refunds for Lost Returns

If an approved return is being sent back to Little Ladder Books, customers should retain the postal receipt and tracking information until the return has been received and processed.

Little Ladder Books may not be able to process a refund for a return parcel that is lost in transit until the matter has been appropriately investigated.

12. Fraudulent or Misleading Claims

Little Ladder Books reserves the right to investigate claims where there are reasonable grounds to suspect:

·        fraudulent activity;

·        false or misleading information;

·        deliberate damage;

·        product substitution;

·        repeated or abusive return claims;

·        manipulation of packaging or tamper-evident seals; or

·        misuse of the returns process.

Where such concerns arise, we may request additional evidence and may decline a return or refund where permitted by applicable law.

13. Important Note About Consumer Rights

Nothing in this Returns & Refunds Policy is intended to exclude or limit any rights or remedies available to consumers under applicable Indian law.

Where applicable law provides a consumer with a right to a remedy, that right will apply notwithstanding the conditions set out in this policy.