What We Accept And What We Do Not Accept As A Complaint

Responsible production with respect for the natural material

All Wooden Magic products are made from high-quality birch plywood grade B/BB (mainly sourced from Latvia) and solid wood – beech, aspen, or linden (sourced from Bulgaria). Wood is a natural material with its own character – it gives each piece its uniqueness, but also comes with certain natural features.

We work with great attention to detail and a high level of sanding to ensure both safety and aesthetics – especially important for products intended for children. However, as with all handcrafted and natural products, rare cases of defects may occur, which we readily accept as valid complaints by either replacing the item or issuing a refund.

That said, we have also encountered situations where completely natural characteristics of the wood have been mistaken for manufacturing defects. That’s why we’ve created a detailed guide with photos to clearly show what is considered acceptable when working with wood and what is a genuine manufacturing fault that we take responsibility for.

Thank you for your trust and for appreciating handcrafted products and natural materials as much as we do.

P.S. Please note that the complaints we have shared are isolated cases, occurring once in thousands of orders, and many of the issues have already been resolved.

What We Accept As A Complaint

1. Incorrectly matched pair of ladders on a modifiable Pikler

2. Damages to the wood, cracks, detachments.

Some of the listed defects (such as plywood delamination and others) are related to temperature changes during wood storage (from our warehouse, where it’s cold, to the courier vehicle and the customer’s home, where it’s warm), as well as vibrations during transport.

3. Transport-related damages

4. Chipped paint and rough surfaces

5. Steps that come unglued over time

6. Stripped screw

7. Lifting of the plywood on the ramp around the screw that attaches the ramp side panel to the sliding surface.

What We Do Not Accept As A Complaint

1. “Patches” in the plywood

These “patches” or fillings are a standard part of the plywood manufacturing process. They replace knots that need to be cut out and filled in. If the knot is left in place, it may start to flake, and small pieces could splinter off and injure a child’s hand. Plywood with uncut knots is cheaper and lower in quality – something we do not use.

2. Voids in the plywood

These are standard formations in the plywood manufacturing process, and this is how the material arrives to us.

3. Cracks and other formations on the dowels

It is normal for wood to have natural cracks – that’s part of its charm. They will not grow larger, won’t break, and are not dangerous for the child in any way.

4. Chipping of paint at the ends of the painted dowels on the modifiable Pikler triangle in the coloured versions

After we paint the dowels, we place them to dry on holders that support them at both ends. Once the dowels are dry, they are removed from the holders, but this process can leave such marks. However, these marks are NOT VISIBLE once the dowels are screwed into the sides of the Pikler triangle, as they sit inside the carved slots. This is currently our painting and drying method.

5. Surface cracks on the plywood

These are normal formations in wood and in the plywood manufacturing process.

6. Wobbly arches, triangles, or other products

When you assemble the product, if it doesn’t sit evenly on the floor and wobbles, in 99.9% of cases this is due to the assembly at home – how tightly or loosely the screws have been fastened and whether the tightening is even. Even if you believe you’ve done it perfectly, it’s still a jointed structure, and this is normal. Just apply some pressure and try to “adjust” the product into place. In 99.9% of cases, this will resolve the issue.