Purchase protection

When you order for your child, you should know exactly what happens if something goes wrong. This page explains how every KidCompany order is protected, from payment to delivery and after.

Last updated: September 2026

Safe payment

Pay with cash on delivery, or online with JazzCash, Easypaisa or card. Online payments are handled on the payment provider's secure page. KidCompany never sees or stores your card details.

Your order arrives, or you get your money back

If your parcel is lost in delivery and cannot be found, we will send a replacement or give you a full refund, including what you paid for delivery.

Damaged, wrong or incomplete items

If your order arrives damaged, is the wrong item, or has missing parts, tell us within 7 days of delivery. We will exchange it or refund you, and we cover the delivery costs.

Changed your mind?

Unused products in their original, unopened packaging can be exchanged within 7 days of delivery. The customer pays the return delivery in this case.

How to make a claim

It takes a few minutes. Most claims are sorted out on WhatsApp.

  1. Message usSend your order number on WhatsApp or by email within 7 days of delivery.
  2. Show us the problemShare clear photos of the product and packaging. An unboxing video makes it faster.
  3. We fix itOnce confirmed, we arrange a replacement or refund and tell you the next steps.

What's covered

Covered

  • Items damaged during delivery
  • Wrong item, size or colour sent
  • Missing parts or accessories
  • Items that don't work on arrival
  • Parcels lost in delivery

Not covered

  • Claims made more than 7 days after delivery
  • Damage from use, drops or accidents after delivery
  • Normal wear, or batteries that run out with use
  • Opened hygiene items, such as bottles, teethers and pacifiers, unless faulty
  • Change-of-mind returns without the original packaging

Refunds

5–7 daysWorking days to process your refund after your claim is approved.
Same methodOnline payments are refunded to the same account. Cash on delivery orders are refunded by bank transfer, JazzCash or Easypaisa.
Full amountFor damaged, wrong or lost items, you get back everything you paid, including delivery.

Good to know

  • Please check your parcel when it arrives. If the outer box is badly damaged, take a photo before opening it.
  • Recording a short video while opening your parcel is the fastest way to settle any claim.
  • Gift wrap and gift card charges are refunded along with the item if the item is covered.
  • The age shown on each product is the manufacturer's recommendation. Please follow it, especially for children under 3.
  • For full details, read our Refund policy and Terms of service.

Something wrong with your order?

Send us your order number and a photo. A real person from our team will help you.

Email us