What is rented and what is yours
Rented learning materials remain Hive & Wonder’s property. Your itemized order identifies rented items, any furniture or materials you purchase, consumables you may use up, and what must be returned. Do not assume that the setup fee purchases the rented collection.
Use rented materials only in the household or approved classroom named in your agreement. Do not sell, sub-rent, give away, alter, repair, or transfer them to another location without our agreement.
Selections and exchanges
Our standard exchange cycle is every 6–8 weeks, while membership billing is monthly. These are different schedules: a monthly payment does not mean that every item changes every month. Your agreement states the material quantity and support included.
We select activities based on the information and observations shared with us. We agree exchange arrangements and may retain an activity that continues to be useful. A particular brand or activity is not guaranteed; any substitute must serve an appropriate purpose and meet the same suitability and safety checks.
If a selection is unsuitable or an item is defective, contact us rather than waiting for the next exchange. We discuss an appropriate adjustment. Routine preference changes and extra exchanges outside the agreed service are separately approved before any charge.
Inventory and condition
At handover we provide an item list, note known wear and defects, and give relevant care and age-use instructions. Check the items and tell us promptly about a missing part or problem. A delay in reporting does not remove your rights concerning a defect.
Returned items are checked against the list. You may ask for a copy of the condition notes and supporting photographs concerning a disputed charge. Condition photographs focus on materials, not children or identifying details of your home.
Everyday care
- Follow the item’s instructions and our material-specific care guidance. Keep pieces together and return trays, containers and included accessories.
- Keep materials away from food, liquids, pets, smoke, excessive heat, moisture and outdoor conditions unless their instructions allow that use.
- Set aside a mouthed, damaged or contaminated item. Do not keep sharing it with children while waiting for collection.
- Do not use harsh cleaners, soak wood, machine-wash items, or apply a repair unless the manufacturer’s guidance allows it. Ask us if you are unsure.
Normal wear, loss and damage
Ordinary signs of careful use, small scuffs, and routine cleaning are included in membership. We do not charge for normal wear, a defect present at handover, a manufacturing defect, or a recall.
For a lost item or damage beyond normal wear for which you are responsible, we first consider repair or replacement of only the affected part. Any charge is itemized and supported by condition records and costs. It cannot exceed the reasonable repair cost or, if replacement is necessary, the documented value of a comparable item taking age and existing wear into account. We do not automatically charge the price of a brand-new full set.
We explain a proposed charge and give you a reasonable opportunity to respond before collecting it. We do not automatically charge a card for disputed damage without a valid authorization. No penalty or standard damage surcharge applies by default.
Collection, returns and delays
We agree collection, delivery, or another return method in writing. Keep rented items available until the agreed handover and do not dispose of them. We confirm what has been returned and identify any unresolved items.
When a membership ends, we arrange return within 14 calendar days unless a different mutually agreed date is needed. If our collection delay prevents return, you do not pay for that delay. We do not continue recurring membership billing merely because a return is pending.
If you retain materials without cooperating in an agreed return, we contact you to arrange recovery. Any claim for unreturned property follows the documented loss process, not undisclosed daily late fees or automatic membership renewal. A statutory cancellation right may require different return arrangements; that right takes priority.
Unsafe items and interruptions
Stop using an item that is broken, recalled, or otherwise unsafe and contact us. We arrange collection or appropriate disposal instructions and an appropriate replacement without treating a recall or ordinary product failure as your damage.
If we cannot provide the agreed rental service, we discuss replacement service, a proportionate credit, or a refund for the unavailable part. We will not charge for an agreed service that we have not supplied without first agreeing an alternative.