KIDZNBABY Refunds, Returns, Cancellations, and EU Right of Withdrawal Policy

Refunds, Returns, Cancellations, and EU Right of Withdrawal Policy

Last updated: 21 June 2026

At KIDZNBABY, we sell premium baby products including strollers, car seats, cots, high chairs, accessories, and other high-value or bulky goods. Many products are prepared and dispatched through our European brand partners, manufacturers, warehouses, and logistics partners. Because these items are often large, safety-sensitive, and expensive to transport, please read this policy carefully before placing an order.

Nothing in this policy affects your statutory consumer rights. This includes your legal rights where goods are faulty, damaged, incorrect, not as described, or where you are an EU consumer exercising your statutory right of withdrawal.

1. Summary

This section is intended to help customers understand the main points of our policy. The full terms below apply to all orders.

• If your order has not yet been dispatched or committed for dispatch, we will make reasonable efforts to cancel it.
• If you are an EU consumer, you generally have a 14-day right of withdrawal for online purchases, subject to legal exceptions.
• For change-of-mind returns and EU withdrawal returns, you are responsible for the direct cost of returning the goods unless we have agreed otherwise or the item is faulty, damaged, incorrect, or not as described.
• Where disclosed before purchase and where permitted by applicable law, a 10% restocking fee may apply to change-of-mind returns and EU withdrawal returns.
• Free or included outbound delivery does not mean free return shipping.
• Large items such as strollers, travel systems, cots, car seats, high chairs, furniture, and large accessories may require oversized courier, insured transport, or specialist collection.
• Returned goods must be complete, safely packaged, and in inspection-only condition. We may reduce your refund if the goods have lost value because they were used, assembled, damaged, incomplete, or handled beyond what was necessary to inspect them.
• Different rules apply to damaged, defective, incorrect, or missing items. In those cases, please contact us as soon as possible so we can help.

2. Order cancellations before dispatch

You may request cancellation of an order before it has been dispatched or committed for dispatch by our warehouse, supplier, manufacturer, brand partner, or logistics partner. We will make reasonable efforts to stop the order if your request is received in time.

Because many KIDZNBABY products are prepared directly by brand partners, manufacturers, or specialist fulfilment centres, cancellation is not always possible once an order has entered preparation, dispatch, or carrier handover. If the order has already been dispatched or cannot be stopped, your request will be handled under the returns or EU right of withdrawal process described below.

3. EU right of withdrawal for change-of-mind returns

If you are a consumer in the European Union purchasing online, you generally have the right to withdraw from your purchase within 14 days without giving a reason, subject to legal exceptions. For goods, the withdrawal period generally expires 14 days from the day on which you, or a third party indicated by you other than the carrier, receive physical possession of the goods. Where an order contains multiple goods delivered separately, the withdrawal period may run from receipt of the last good.

To exercise your right of withdrawal, you must inform us of your decision by a clear statement. You may contact us at info@kidznbaby.com and provide your name, order number, the item or items you wish to return, and your contact details. Where available, you may also use the online withdrawal, cancellation, or return request process provided through your customer account or our website.

4. Return shipping costs for withdrawal and change-of-mind returns

For change-of-mind returns and EU withdrawal returns, you are responsible for the direct cost of returning the goods, unless we have expressly agreed otherwise or unless the goods are faulty, damaged, incorrect, or not as described.

This applies even where your original order qualified for free or included standard EU delivery. Free or included outbound delivery is a commercial delivery offer for eligible original orders only. It does not mean that return shipping is free.

Many of our products, including strollers, travel systems, car seats, cots, furniture, high chairs, and large accessories, are bulky and may not be returnable by ordinary post. Return costs may vary depending on your country, product size, product weight, number of parcels, courier availability, insurance requirements, and whether specialist collection is required.

Where we provide a return label or arrange collection for a change-of-mind return, we may deduct the actual direct return transport cost from your refund, provided this has been communicated to you. Alternatively, we may ask you to arrange and pay for a suitable tracked and insured return service yourself.

5. Restocking fee for change-of-mind returns

Where disclosed before purchase and where permitted by applicable law, KIDZNBABY may apply a 10% restocking fee to change-of-mind returns and EU withdrawal returns.

The restocking fee helps cover the direct operational cost of receiving, inspecting, handling, repackaging, administrating, and restocking bulky and high-value products returned after dispatch or delivery. The fee is calculated as 10% of the price paid for the returned item or items, excluding any separate outbound delivery charge, unless a different calculation is required by applicable law.

This restocking fee is separate from the customer’s responsibility for return shipping. It is also separate from any deduction for diminished value where the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning.

The restocking fee does not apply where the item is faulty, damaged, incorrect, incomplete, not as described, or where we are legally required not to apply it.

6. Condition of returned goods

Returned goods must be sent back without undue delay and no later than 14 days after you notify us of your withdrawal. Items must be returned complete, with all parts, accessories, manuals, warranty cards, labels, protective materials, and original packaging where reasonably possible and where necessary for safe transport, inspection, or resale.

You may inspect the goods as you would in a physical shop to establish their nature, characteristics, and functioning. You are responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

We may reduce your refund where returned goods show signs of use, assembly, installation, outdoor use, damage, missing parts, missing accessories, missing manuals, odours, stains, pet hair, damaged packaging, or handling beyond reasonable inspection.

Safety-sensitive items, including car seats and child restraint systems, may be subject to stricter inspection because their resale value and safety assurance may be materially affected if they are used, installed, damaged, or returned without original packaging, labels, manuals, accessories, and documentation.

7. Refunds after withdrawal

If you validly exercise your EU right of withdrawal, we will refund the price you paid for the returned item and, where required by law, the standard outbound delivery charge for that item.

If your order qualified for free standard delivery, there is no separate outbound delivery charge to refund. We do not refund any extra amount paid for express, premium, oversized, or special delivery beyond the cost of our standard delivery option.

For change-of-mind withdrawals, return shipping is the customer’s responsibility unless we have agreed otherwise or the item is faulty, damaged, incorrect, or not as described. Where applicable and permitted by law, the 10% restocking fee described above may also be deducted from the refund.

We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent the goods back, whichever is earliest. Refunds will be made using the original payment method unless otherwise agreed.

Refunds may be reduced where permitted by law, including for disclosed restocking fees, customer-paid return shipping where we arrange the return label or collection, and diminished value caused by handling beyond what is necessary to inspect the goods.

8. Damaged, defective, incorrect, or missing items

If your item arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible at info@kidznbaby.com with your order number, a description of the issue, and clear photographs of the item, packaging, shipping label, and any visible damage.

Where a return is required because the item is faulty, damaged, incorrect, incomplete, or otherwise not as described, KIDZNBABY will be responsible for the reasonable cost of return shipping. We may offer a repair, replacement, refund, missing part, or other remedy depending on the circumstances and your statutory rights.

Please do not dispose of the item or packaging until we have reviewed the issue, as photographs and packaging may be required for carrier, supplier, or warranty investigations.

9. Refused deliveries, failed deliveries, incorrect addresses, and non-collection

You are responsible for providing a complete and accurate delivery address and for being available to receive or collect your parcel where required by the carrier.

If an order is returned to us or to one of our logistics partners because of an incorrect or incomplete address, refusal of delivery, failure to collect, or failed delivery attempts, we may deduct from any refund the direct costs charged by carriers, warehouses, suppliers, or logistics partners, including return transport, re-delivery, storage, and other direct logistics costs caused by the failed delivery, to the extent permitted by law.

If you refuse delivery because the goods are visibly damaged in transit, please contact us immediately with photographs and carrier information so we can investigate and assist.

10. Non-returnable and restricted items

Certain goods may be excluded from the statutory withdrawal right where permitted by law. This may include goods made to order or clearly personalised, sealed goods that are not suitable for return for health protection or hygiene reasons if unsealed after delivery, and other categories excluded under applicable consumer law.

This does not affect your rights if goods are faulty, damaged, incorrect, or not as described.

11. Commercial returns outside statutory rights

Outside your statutory rights and outside approved defective, damaged, incorrect, or missing-item cases, we do not offer discretionary free returns or exchanges unless we expressly agree in writing.

Any discretionary return approved by us may be subject to conditions, including customer-paid return shipping, the 10% restocking fee, inspection, and a deduction for diminished value where permitted by law.

12. How to contact us

For return, cancellation, withdrawal, warranty, or damaged-item questions, please contact us at:

Email: info@kidznbaby.com

Please include your order number, full name, item name, reason for contacting us, and photographs where relevant.

13. Suggested model withdrawal wording

You may use the wording below if you wish to withdraw from your order, although you are not required to use this exact form:

To KIDZNBABY:

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order number:

Ordered on / received on:

Customer name:

Customer address:

Email address:

Date: