Normal wear and tear is expected and always free. This includes minor scratches, small scuffs, faded colors, and missing single pieces that don't affect play.
We only charge when damage is severe enough that the toy can no longer be sent to another family. This includes deep bite marks, broken parts, significant missing components, or water damage. The charge is capped at 50% of the toy's original purchase price.
We track how many times each toy has been rented out. If a toy gets damaged, we calculate how much of its cost we've already recovered through previous rentals — and only charge the customer for the amount we haven't recovered yet. The more a toy has been used before, the less the customer pays.
Our delivery person collects the old toys at the time of your monthly swap. If a toy or book is not ready at the time of collection, we'll follow up via WhatsApp. If unreturned within 7 days, the full replacement cost will be charged.
If your child damages a toy, just let us know via WhatsApp before your monthly swap. No surprises, no stress.