1. The voluntary return window

You may request an eligible change-of-mind return within 30 calendar days after delivery. Send the request to service@kidvello.com with your order number and the product you want to return. Requesting the return within the window is the first step; we will then provide the appropriate instructions.

This voluntary policy does not reduce mandatory consumer rights or restrict remedies for a defective, misdescribed, incorrect, or otherwise nonconforming item. Such issues are considered according to the circumstances and applicable law, even when the voluntary change-of-mind period has ended.

2. Condition for a change-of-mind return

A voluntary change-of-mind item should be unused, complete, and suitable for resale. Include the pieces, accessories, instructions, and original packaging where supplied. For a sorting activity, puzzle, model, or magnetic board, confirm that the returned set includes the components supplied for the selected option.

Reasonable inspection is different from extended play, assembly damage, writing on an item, alteration, or other use affecting resale condition. Ordinary voluntary eligibility may be affected by those circumstances. A genuine defect discovered through reasonable use is considered separately and is not automatically excluded because the item was opened.

3. How to request and prepare a return

Provide the order number, checkout email, item name, delivery date, and reason for the request. Explain the condition of the item and include useful photographs where practical. We will review the request and provide the return destination, any reference needed, and instructions relevant to the product.

For an approved voluntary return, send the parcel within 14 calendar days after receiving the instructions, or contact us if a practical difficulty requires an extension. Pack the item securely and retain the dispatch receipt and tracking information. Do not send a parcel to the business address unless we have specifically instructed you to use it.

4. Return shipping charges

For a change-of-mind return, the customer pays the return shipping cost. The destination and available instructions should be reviewed before choosing a service. For an incorrect, defective, or transit-damaged item supplied by us, we cover reasonable necessary return shipping through a label or other arrangement we authorize.

Contact us before arranging an expensive service or sending a parcel across borders. No restocking fee is charged under this policy. A deduction for missing components or a reduced item condition, where legally permitted, must be explained rather than imposed as an undisclosed blanket charge.

5. Damaged, defective, incorrect, or missing components

Inspect the delivery and contact us as soon as reasonably possible with the order reference and issue. Keep the item and packaging secured. Identify the affected component and provide product photographs where useful and practical, without showing a child or asking a child to repeat an unsafe activity.

We will explain an appropriate remedy, which may include a missing component, replacement, correction, or refund depending on the issue and your rights. Stop use if there is a broken part, exposed magnet, unsafe battery compartment, or electrical concern. Reporting promptly helps review the issue but does not create an arbitrary deadline removing mandatory remedies.

6. Multi-piece sets, magnets, and electrical products

Count and secure the pieces before packing a return, using packaging that prevents loose components from escaping. Keep age-restricted parts inaccessible to children. If a magnetic component is exposed or detached, tell support about the condition before sending it so that suitable handling can be explained.

Products containing batteries may need a particular transport method. Do not send an overheating, swollen, leaking, or otherwise damaged battery through ordinary parcel service. Do not clean or disinfect a defective product in a way that changes the evidence or conflicts with its instructions. Explain the condition first and follow the appropriate return directions.

7. Review and inspection of a returned item

After the parcel reaches the authorized destination, we check the item against the request, confirm the included components, and assess the relevant condition. We aim to communicate the outcome within five business days of receipt. If additional information is needed, we will explain what is missing and why it matters.

If a voluntary return is not accepted in full, we will provide the reason and discuss the appropriate next step. Mandatory remedies for nonconforming goods are not determined solely by whether the retail packaging is intact or whether a voluntary return reference was obtained.

8. Refund amounts and timing

An approved change-of-mind refund covers the amount paid for the returned item, including the applicable item tax. Original delivery charges are not ordinarily refunded for a voluntary change of mind unless the law requires otherwise. For an item affected by our error or a confirmed nonconformity, the refund includes associated charges that must be returned under the circumstances and applicable law.

We aim to submit an approved ordinary return refund within five business days after the outcome is confirmed. Refunds normally go to the original payment method; we do not automatically substitute store credit. Your bank or payment provider may take additional time to display the credit. A legally required refund follows any shorter mandatory deadline.

9. Exchanges and cancellations

A replacement or exchange depends on stock and the circumstances of the request. Contact us before placing a replacement order if you want to avoid two simultaneous purchases. If an exchange is unavailable, an eligible return can be handled through the refund process instead.

Contact support promptly to request cancellation before dispatch. We will check whether fulfillment can still be stopped. If the parcel has already been dispatched, the applicable return process normally applies. Where an order cannot be shipped on time, the separate Shipping Policy explains cancellation and refund handling for delayed, unshipped goods.

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