Returns & Refunds Policy — Kindly Kids UK
1. Your 14-Day Right to Cancel
Under the Consumer Contracts Regulations 2013, you may cancel your order for any reason within 14 days of the day you (or someone you nominate) receive the goods. To exercise this right, contact us by phone on 020 3951 4908 or through the contact form on our website within that period, clearly stating your order number and that you wish to cancel.
2. Returning Your Item
Once you have notified us, you have a further 14 days to return the goods to us. Returns must be sent to our UK returns address, which we will provide when you notify us of the cancellation. Please do not return items without contacting us first, as items sent to the wrong address cannot be processed.
Items must be unused, in their original condition and packaging, with all tags attached. You are responsible for the cost of return postage for change-of-mind returns. We recommend using a tracked service, as the goods remain your responsibility until they reach us.
3. Your Refund
We will refund the full price of the goods plus standard outbound delivery (where the whole order is cancelled) using your original payment method. Refunds are issued once we have received the goods back, or once you have provided proof of postage, whichever is earlier. Refunds are processed within 14 days of that point. We may reduce your refund to reflect any diminished value if goods have been handled beyond what is necessary to inspect them.
4. Faulty, Damaged, or Incorrect Items
If your item arrives damaged, faulty, or is not what you ordered, contact us within 30 days of delivery with your order number and clear photographs of the item and its packaging. In these cases we will offer a replacement or full refund, and we will cover the cost of the return where a return is required. This is in addition to your statutory rights under the Consumer Rights Act 2015.
5. Items Excluded from Change-of-Mind Returns
For hygiene reasons, the 14-day change-of-mind right does not apply to sealed hygiene-sensitive items (such as feeding teats, dummies/soothers, or sealed personal-care items) once unsealed, unless faulty. This does not affect your rights in respect of faulty goods.
6. How to Contact Us
Phone: 020 3951 4908 · Contact form: via our website · Address: Kindly Kids UK, Office 13, 25 Mollison Avenue, Enfield, EN3 7LW.