Cliff is a gift of active play and a lot of fun!
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Shipping, Returns & Complaints at CLIFF Toys
Clear Shipping. Fair Returns. Personal Support.
Your CLIFF order should not only arrive safely, but also feel clear and trustworthy from the very beginning.
Here you will find all the important information about shipping, delivery times, returns, the right of withdrawal, return shipping costs, transport damage and complaints. This means you know what to expect before making your purchase – explained transparently, clearly and fairly
The Most Important Information at a Glance
Shipping Costs: Shipping costs are displayed transparently during the checkout process.
Delivery Address: Your order will be delivered to the address you provide when placing your order.
Delivery Times: Delivery times are estimates unless they have been expressly agreed as binding.
Partial Deliveries: Your order may arrive in several packages where this is reasonable and appropriate.
Right of Withdrawal: As a consumer, you may withdraw from your order within 14 days without giving any reason.
Return Shipping Costs: You are responsible for the direct cost of returning the goods.
Refund: Following your withdrawal, we will refund all payments, including standard delivery costs, within 14 days. We may withhold the refund until we have received the returned goods.
Support: For questions, transport damage or complaints, please contact us at info@cliff-toys.com.
Packaging & Delivery
CLIFF products are packaged to provide the best possible protection during transport.
Please inspect the outside of your package for visible damage upon delivery. This is particularly important for wooden climbing toys, mats and accessories. We recommend checking both the packaging and the contents carefully before disposing of any packaging materials.
If the packaging is damaged, please document its condition with photos as soon as possible. This helps us resolve any potential transport damage quickly and efficiently.
Shipping Your CLIFF Order
Your order will be delivered to the address you provide during the checkout process.
Please make sure that your delivery address is complete and correct. This is especially important for larger products such as indoor climbing frames, Montessori furniture, mats or accessories, so that your order can be delivered smoothly.
Shipping costs are shown separately during the checkout process. This allows you to see clearly which delivery costs apply before completing your order.
If Your Package Arrives Damaged
If your delivery arrives with clearly visible transport damage, please report the damage to the delivery driver immediately where possible and ask for it to be noted on the proof of delivery.
Please also inform us by email as soon as possible. Ideally, include:
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Order Number
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A Brief Description of the Damage
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Photos of the Damaged Packaging
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Photos of the Damaged Product
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Photos of All Affected Components
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Please keep the damaged product and all packaging materials until the matter has been fully resolved.
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Concealed Transport Damage
Some transport damage only becomes visible after unpacking.
If you notice this type of damage, please inform us immediately. Photos of the packaging, the affected components and the complete contents of the delivery are also helpful in this case.
Please do not dispose of the packaging straight away. It may be important for documenting the damage clearly to the shipping provider.
Returns & Right of Withdrawal
As a consumer, you have the right to withdraw from your order within 14 days without giving any reason.
For goods, the withdrawal period begins on the day you receive the goods. To exercise your right of withdrawal, a clear statement by email is sufficient. Please send it to:
Please include your order number where possible so that we can process your request more quickly.
How to Return Your Order
To make your return as smooth as possible, please contact us by email before sending the goods back. This does not affect your statutory right of withdrawal.
Step 1: Send Your Withdrawal
Email us at info@cliff-toys.com and clearly state that you wish to withdraw from your order.
Step 2: Provide Your Order Number
Include your order number and the products concerned so that we can process your return more quickly.
Step 3: Pack the Goods Securely
Pack the product completely and securely for transport, using the original packaging wherever possible.
Step 4: Arrange the Return
As a consumer, you are responsible for the direct cost of returning the goods.
Step 5: Receive Your Refund
Following your withdrawal, we will refund all payments, including standard delivery costs, within 14 days. We may withhold the refund until we have received the returned goods.
Return Shipping Costs & Refunds
You are responsible for the direct cost of returning the goods.
Please ensure that the goods are packed securely. Transport-safe packaging is especially important for wooden climbing toys, indoor climbing frames, mats and accessories, so that the product remains protected during the return journey.
Following your withdrawal, we will refund all payments, including standard delivery costs, within 14 days. We may withhold the refund until the goods have been returned to us.
Condition of Returned Goods
Please return the goods complete, securely packaged for transport and, where possible, in the original packaging.
Make sure that all parts, accessories, screws, instructions and product components are included. If parts are missing or the goods are returned damaged, compensation for loss of value may apply where the loss in value results from handling that was not necessary to inspect the goods.
Compensation for loss of value may be relevant in particular if the goods:
Show signs of use
Are not returned complete
Are not returned in the original packaging
Have been damaged
Are missing parts or accessories
Show damage that was not previously reported as transport damage or a justified complaint
Complaints & Warranty
If you discover a defect in your CLIFF product, please contact us in writing by email. Statutory warranty provisions apply to consumers. We ask you to report any visible defects as soon as possible. This does not affect your statutory warranty rights.
Please send your complaint to:
Where possible, please include the following information:
Order Number
Description of the Defect
Photos of the Affected Product
Photos of the Packaging, Where Relevant
For assembled products, please also include photos of the affected components.
This allows us to review your case more quickly and provide targeted assistance.
When Damage Is Not Covered by the Warranty
CLIFF products are designed for active play. Correct use is important to ensure that they remain safe and durable.
Damage caused by incorrect assembly, improper use, overloading, unauthorised modifications, failure to follow the assembly, care or safety instructions, or normal wear and tear is generally not considered a warranty claim.
Please therefore always follow the instructions, age and load recommendations, and care information provided for your product.
Natural Wood Is Unique – and That Is Exactly What Makes It Special
CLIFF products are made from natural materials.
Small visual variations may occur in products made from natural wood. These may include natural grain patterns, colour variations, knot structures, slight unevenness or minor surface irregularities.
These natural characteristics make each wooden product unique and full of character. They are generally not considered defects, provided there is no structural damage, safety-related defect or significant material fault.
Sandpaper is included with all products. Surface imperfections that can be corrected through light sanding as part of normal wood care do not constitute a warranty claim.
Voluntary CLIFF Warranty
In addition to the statutory warranty, CLIFF offers a voluntary guarantee.
The guarantee includes:
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Lifetime Guarantee on the Structural Elements of the Climbing Frames
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1-Year Guarantee on Accessories
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The following conditions apply:
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Proper Use
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Correct Assembly
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Compliance with the Maximum Load
The following conditions apply: proper use, correct assembly and compliance with the maximum load.
The guarantee applies only to the original purchaser and is non-transferable. Your statutory warranty rights remain unaffected.
Safety During Use, Shipping and Returns
CLIFF products are designed for active play at home. Safe use, correct assembly and proper care are therefore especially important.
Please observe the following:
Assembly must be carried out by an adult.
The enclosed assembly instructions must be followed.
The products must only be used under adult supervision.
The maximum load stated in the product description must be observed.
Unauthorised modifications and improper use must be avoided.
The products are intended for private use.
Our products are manufactured in accordance with applicable EU directives. More detailed information can be found on the relevant product page.
Payment Methods
Depending on availability, you can pay in the CLIFF Online Shop by credit card, PayPal, Apple Pay, Klarna, Sofort bank transfer or bank transfer.
The available payment options will be shown during checkout. All prices are gross prices and include statutory VAT. Shipping costs are shown separately during the checkout process.
Frequently Asked Questions About Shipping & Returns
Where Will My Order Be Delivered?
Your order will be delivered to the address you provide during the checkout process. Please check your delivery address carefully before completing your order.
Are Shipping Costs Displayed?
Yes. Shipping costs are shown separately during the checkout process before you complete your order.
Are Delivery Times Binding?
Delivery times are estimates unless they have been expressly agreed as binding.
Can My Order Arrive in Several Packages?
Yes. Partial deliveries are possible where reasonable for you. Larger products or accessories may be delivered in several packages.
How Long Do I Have to Withdraw From My Order?
As a consumer, you have the right to withdraw from the contract within 14 days without giving any reason. For goods, the withdrawal period begins on the day you receive the goods.
How Do I Withdraw From My Order?
Send a clear statement by email to info@cliff-toys.com. Please include your order number where possible.
Do I Need to Contact You Before Returning the Goods?
Please contact us by email at info@cliff-toys.com before returning the goods so that we can identify your return more easily and explain the next steps. This does not affect your statutory right of withdrawal.
Who Pays the Return Shipping Costs?
As a consumer, you are responsible for the direct cost of returning the goods.
Do I Need to Use the Original Packaging?
The goods should be returned complete, securely packaged for transport and, where possible, in the original packaging.
When Will I Receive My Refund?
Following your withdrawal, we will refund all payments, including standard delivery costs, within 14 days. We may withhold the refund until we have received the returned goods.
What Should I Do in the Event of Transport Damage?
Please document the damage with photos and inform us immediately by email. In the case of visible damage, we also ask you to report it directly to the delivery driver where possible and have it noted on the proof of delivery.
What Information Do I Need to Provide for a Complaint?
Please send us your order number, a description of the defect and photos of the affected product. In the case of transport damage or assembled products, photos of the packaging and the affected components are also helpful.
Can Personalised Products Be Returned?
There is no right of withdrawal for individually made or personalised products.
More Helpful Information
To help you quickly find everything related to your CLIFF product, we have collected the most important pages for you.
Care Instructions
Learn how to clean and care for your CLIFF wooden climbing toy properly and keep it looking beautiful for years to come.
Read the Care Instructions
Safety & Materials
Learn more about materials, finishes, safety standards and responsible use.
Read the Safety & Materials Guide
Assembly Instructions
Find helpful information on the correct assembly and safe use of your CLIFF product.
View the Assembly Instructions
EU Manufacturing
Discover why CLIFF products are manufactured in the EU and how European production supports quality, trust and short transport routes.
Discover EU Manufacturing
Clear Shipping. Fair Returns.
Personal Support.
A CLIFF product should not only bring joy during play. Ordering, delivery and returns should also be clear and easy to understand.
That is why you will find all the important information about shipping, withdrawal, returns, complaints and transport damage in one place.
So you can order with confidence and focus on what truly matters:
Less Screen Time. More Real Play.
