This policy explains how returns, refunds and faulty kits work. It's part of our Terms & Conditions (sections 6 and 7).

Last updated: 12 October 2026.

Kits with your own text, names, dates or designs are made just for you, so they can't be returned or refunded if you change your mind. This is the legal exception for goods made to the customer's specifications (art. 103(c) of Spain's consumer law, Real Decreto Legislativo 1/2007, and art. 16(c) of EU Directive 2011/83).

We cut exactly what you enter, so please check spelling, accents and dates before you order. Picking a standard pattern or a thread colour from our range doesn't make a kit a custom design.

If a custom design arrives faulty, or isn't what you entered, it's covered like any other kit (see "Faulty, damaged or wrong kits" below).

You can return a standard kit within 14 calendar days of delivery, without giving a reason.

1. Email hello@playwood.store within the 14 days with your order number. You can use the cancellation form below, but any clear statement works. We'll reply with the return address.
2. Send the kit back within 14 days of telling us. You pay the return postage. Please pack it so it isn't damaged on the way.
3. We refund you as described below.

• We refund everything you paid, including the original standard delivery cost, within 14 days of receiving your cancellation email.
• We may wait until the kit arrives back or you send proof of posting, whichever comes first.
• Refunds go to your original payment method, at no cost to you.
• If you chose a delivery option dearer than our cheapest standard one, we refund only the cheapest standard cost.
• You can inspect the kit as you would in a shop. If you handle it beyond that, for example by starting to stitch or using the thread, we may reduce the refund by the loss in value.

Every kit, custom or standard, has the legal guarantee of conformity: 3 years from delivery under Spanish law.

• Email us your order number and photos. If the parcel arrived damaged, please write within 48 hours if you can, so we can claim from the carrier.
• We'll send a replacement kit, or the missing or faulty part, free of charge, postage included. If that isn't possible or doesn't fix the problem, you can choose a price reduction or a full refund.
• If we cut something different from the text you entered, that's our mistake and we replace the kit free. Mistakes in the text you entered aren't covered.
• The guarantee covers the kit as delivered, not the result of your own stitching. If something goes wrong there, write to us anyway; we can usually send extra thread.

You can cancel a gift card purchase within 14 days of buying it, as long as none of it has been spent. Gift cards can't be exchanged for cash.

Fill in and send this form only if you want to cancel your order. It applies to standard kits only, not custom designs.

To: Playwood, Barcelona, Spain · hello@playwood.store

• I/We* hereby give notice that I/We* withdraw from my/our* contract for the sale of the following goods: ______
• Ordered on* ______ / received on* ______
• Order number: ______
• Name of consumer(s): ______
• Address of consumer(s): ______
• Signature of consumer(s) (only if this form is sent on paper): ______
• Date: ______

*Delete as appropriate.