Refund policy

The Short Version

You have 30 days from delivery to request a return on eligible items. Items must be new, unused, and in original packaging with the original tags attached.

Approved refunds go back to your original payment method via Shopify Payments. We issue the refund within 7 days of inspecting the return, and inspection takes up to 2 business days from the day it reaches us.

7-Day Money-Back Guarantee

When you cancel an order or return an item, you get your money back within 7 days:

Cancellations: an order cancelled before dispatch is refunded in full within 7 days of our cancellation confirmation.
Returns: once your return passes inspection (up to 2 business days after it reaches us), the full refund is issued within 7 days.
Refused parcels: a parcel you refuse at the door and never accept is refunded in full within 7 days of it reaching us.

The refund goes back to your original payment method. Your bank may take a further 3–10 business days to show it on your statement.

How to Start a Return

Email Contact@Kidlez.com with your order number, the item, and the reason.
We reply within 1 business day with an RMA number and return instructions.
Ship the item back within 7 days of the RMA being issued, with the RMA number on the outside of the carton. An RMA expires 7 days after it is issued. If it lapses, email us and we will reissue it — a missed shipping window never costs you your refund, as long as you requested the return inside the 30 days.

Returns sent without an RMA cannot be matched to your order and may be refused.

Who Pays Return Shipping

Reason	Return shipping	Restocking fee
Defective, damaged, or wrong item sent	We pay — prepaid label	None
Not as described on our product page	We pay	None
Arrived after our stated delivery window	We pay	None
Changed your mind / no longer needed	We pay — prepaid label	None
Ordered the wrong size, color, or style	We pay — prepaid label	None
Parcel refused at the door and never accepted	We pay	None

Nothing is deducted from your refund for any of the reasons above, whether the cause was us, the carrier, or a change of mind.

A parcel you refuse at the door and never accept is refunded in full, with no RMA needed.

Every delivery includes a prepaid return label. Use it for any return we pay for and drop the parcel with the carrier named on the RMA — there is nothing for you to pay. If the label is missing, email us and we will send one free of charge.

Condition Standards

This section applies to change-of-mind returns. An item you are returning because it is defective, damaged, wrong, or not as described is never penalised for having been unpacked or tried on.

Every change-of-mind return is inspected. Refunds are reduced or declined for items that are:

worn beyond trying on, washed, reshaped, or altered
missing the original tags or labels
carrying perfume, hair product, sweat marks, pet hair, or smoke odor
damaged in return transit because they were packed inadequately

If a return fails inspection we email you photos within 2 business days. You may have the item shipped back at your expense within 14 days; items unclaimed after that are recycled.

Not Returnable

Gift cards
Clearance or "final sale" items, marked as such on the product page and at checkout
Items damaged by misuse, neglect, or care that ignores the care label
Items for which a return was requested more than 30 days after delivery — the return window applies to your request, not to the date the item reaches us

Nothing in this list limits your rights when an item is defective or not as described.

Refunds

Refunds are issued through Shopify Payments to the original payment method only. We cannot refund to a different card, a bank transfer, or a third party.

Step	Timing
Return received → inspected	2 business days
Inspection passed → refund issued by us	Within 7 days
Refund appears on your statement	A further 3–10 business days, set by your bank

We email you the moment the refund is issued. If 10 business days have passed since that email and nothing has arrived, contact your card issuer first, then email us with your order number.

Store credit is always optional — never a substitute for a refund you are owed.

Exchanges

For a different size, color, or style, the fastest route is to place a new order and return the original — this stops the replacement selling out while your return is in transit. For defective or wrong-item cases we ship the correct item immediately at no charge and send a prepaid label for the original.

If you would rather we handled it as a direct exchange, say so when you request your RMA and we will confirm any difference in price before we ship.

Defective Items

Report a defect within 30 days of delivery for a free replacement or full refund, your choice. Send photos or a short video of the fault.

After 30 days, email Contact@Kidlez.com with your order number and photos of the fault. Where a manufacturer offers a warranty, we supply your invoice and help with the claim. Your rights under state law are not affected.

Cancelling Instead of Returning

Orders that have not dispatched can be cancelled free of charge — see our Cancel Order page. Once an order dispatches it can no longer be cancelled: it is handled either as a refused delivery or as a return, and Who Pays Return Shipping above shows that neither costs you anything.

If We Made the Mistake

Wrong item, missing item, or a duplicate shipped — tell us within 7 days. We fix it at our cost with a prepaid label and a priority replacement. You are never charged a restocking fee for our error.

Before You File a Chargeback

Please contact us first. Almost every dispute resolves faster directly, and filing a chargeback freezes any refund in progress until your bank closes its investigation, which typically takes 60–90 days.