Refund policy
1. Return period
If the goods are shipped to the European Union, the Buyer may withdraw from the purchase without giving any reason within 14 days from the date of receiving the shipment.
2. Returned goods
To qualify for a return, the goods must be in the same condition as when received, unused, with labels attached, and in the original packaging. A receipt or proof of purchase will also be required. Returns will be processed within 7 to a maximum of 14 business days.
3. Refund amount
We guarantee a refund equal to the purchase price of the goods at the time of purchase, including delivery costs to the Buyer. The money will be refunded within 7 business days via bank transfer to the account from which the payment was made or, in the case of cash on delivery payments, to the account indicated by the Buyer.
All products available in the Store are covered by the manufacturer's warranty.
4. Return instructions
To initiate a return, please contact us at hello@toothead.com. Include in the email:
1. Full name
2. Email address used for the purchase
3. Date of purchase
4. Full product name
5. Order number
6. Attach a photo or scan of the proof of purchase
Goods sent to us without prior return request may not be accepted and the return process may be significantly delayed.
Please note that returns must be sent to the following address at the Buyer’s expense:
LUDOJADY sp. z o.o.
ul. Puławska 12/3
02-566 Warsaw
Poland
Refunds
After receiving and inspecting the return, we will inform you about acceptance or rejection of the refund. If accepted, the refund will be processed automatically via the original payment method within 10 business days. Please note that banks or credit card companies may also require some time to process the refund.
If more than 15 business days have passed since the refund approval, please contact us at hello@toothead.com.
Complaints
We do our best to ensure all shipped goods and orders are complete and free of defects. However, if any items are missing or damaged in your order, our customer service will gladly assist and send missing or replacement components.
Please contact us at hello@toothead.com
Including:
1. Full name
2. Email address used for purchase
3. Date of purchase
4. Full product name
5. Order number
6. Description of the complaint – list all missing or damaged items (required)
7. Shipping address (parcel locker number or shipping address; if no shipping is needed, write “None”)
8. Attach a photo or scan of the proof of purchase
All complaints will be processed within 7 to a maximum of 14 business days from the complaint submission.
What to do if the package is damaged?
If the courier delivers a visibly damaged package:
1. Immediately inform the courier about the damage and ask them to fill out a damage report – this is an important document needed for the complaint.
2. Do not open the package without the damage report – the report should be completed in the presence of the courier. If the courier refuses to fill out the report or if the package was delivered, e.g., from a parcel locker, take photos of the damage (both packaging and contents).
3. Keep the packaging and all contents – they may be needed in the complaint process.
4. Contact our customer service – send photos and describe the problem to hello@toothead.com. We will help you resolve the issue quickly (replacement, repair, or compensation).
This will ensure a smooth and hassle-free complaint process!
If you have any questions about returns or complaints, you can always contact us at hello@toothead.com
We care about your privacy. The data controller of the personal data provided in the form is LUDOJADY sp. z o.o. with its registered office at ul. Puławska 12/3, 02-566 Warsaw, NIP 5213887225, KRS 0000823176, contact email: hello@ludojady.com
Providing data is voluntary but necessary for the intended purpose (e.g., complaint handling, withdrawal from the contract, order processing, or responding to your inquiry). Personal data is processed in accordance with the Privacy Policy and the Store Regulations.