Refund policy

01Overview

We want every parent to feel confident ordering from KidCompany. If something isn't right with your order, this policy explains what we'll do and how to ask for help.

This policy applies to all orders placed on kidcompany.pk. It works alongside our Purchase protection page and our Terms of service.

02Damaged, wrong or missing items

If your order arrives damaged, you receive the wrong item (product, size or colour), or parts are missing, contact us within 7 days of delivery.

• We'll exchange the item or give you a full refund, whichever you prefer, subject to stock.
• We cover the delivery costs for the return and the replacement.
• Items that don't work when you first use them are treated the same way.

Tip: recording a short video while opening your parcel is the quickest way to settle any claim.

03Changing your mind

If you'd like a different item, you can exchange unused products within 7 days of delivery, as long as:

• the product is unused and in the same condition you received it,
• it is in its original, unopened packaging with all tags, parts and manuals,
• it is not in the list of items we can't take back (below).

For change-of-mind exchanges, you pay the cost of returning the item to us and the delivery of the new item.

04Items we can't take back

For hygiene and safety reasons, we can't accept these back unless they are faulty or were sent by mistake:

• Opened feeding and hygiene items, such as bottles, teats, teethers, pacifiers and breast pumps
• Opened personal-care products, such as creams, wipes and baby wash
• Items damaged by use, drops, water or accidents after delivery
• Items returned more than 7 days after delivery
• Products without their original packaging, for change-of-mind returns

05How to request a return or refund

• Contact us within 7 days of delivery on WhatsApp or by email, with your order number.
• Send clear photos of the product and packaging, or your unboxing video.
• Wait for our confirmation before sending anything back. We'll tell you how and where to return it.

Please don't send items back without contacting us first. Parcels we're not expecting can be delayed or lost.

06Sending the item back

Pack the item securely in its original packaging, with all parts and accessories. Once it reaches us, we check it within 2 working days and let you know the result.

If a returned item doesn't meet the conditions in this policy, we'll contact you and send it back to you.

07How and when you're refunded

• Refunds are processed within 5–7 working days after we approve your request.
• Online payments (card, JazzCash, Easypaisa) are refunded to the same account or card you paid with.
• Cash on delivery orders are refunded by bank transfer, JazzCash or Easypaisa. We'll ask for the account details.
• You're refunded the amount you actually paid. If you received the 10% online payment discount, the refund is the discounted price.
• Gift wrap and gift card charges are refunded along with the item when the item is covered by this policy.

Once we've sent the refund, your bank or wallet may take a few extra days to show it.

08Cancelling an order

• You can cancel for free any time before your order is dispatched. Message us with your order number.
• If you paid online, the full amount is refunded as described above.
• Once an order has been dispatched, it can't be cancelled. You can return it under the rules in this policy after it arrives.

09Refusing a cash on delivery parcel

Every parcel costs us delivery both ways. If a cash on delivery order is refused at the door without a valid reason, we may ask for advance payment on future orders.

10Lost parcels

If your parcel is lost in delivery and the courier can't find it, we'll send a replacement or give you a full refund, including delivery charges.

11Contact us

For any return, exchange or refund question, contact us on WhatsApp or email hello@kidcompany.pk. Please include your order number.