We are completely focused on making sure that every customer is satisfied with their products. However, we have a zero return policy because the cost of shipping is usually significant enough that it makes no sense to return a product.
Our policy, therefore, is to resolve each situation in the best manner possible: for example, we may offer product replacement, discounts, or other remedies to fix and address each problem.
However, a lot of our products are made out of wood, and the very nature of wood is that it dries out after a tree is cut down because it is no longer getting nutrients from its root system, and when wood dries out, its cells lose moisture, so the wood shrinks, and the result of shrinking is that wood cracks and splits. This is just the nature of wood, and there is absolutely nothing we can do about it! :))
Please keep in mind that you have chosen to go with much more natural play elements, and whether you are dealing with tree parts, or milled lumber from trees, you will invariably see signs of drying wood such as cracks and splits. In most cases, this will not affect the intended use of the product in any way, which is why we won’t replace it for free.
If you don’t like the way it looks, you can always fill in the cracks with wood epoxy/putty and then sand it smooth. If you think that kids handling the wood might get a sliver, just sand the edges of the cracks with 30+/- grit sandpaper you can easily get from the hardware store, and that will eliminate the problem.