Returns, Replacement & Refund Policy

Which problems are covered?

Please reach out within 7 days of delivery if your order:

• arrived broken, cracked or damaged in transit;
• fails to work the very first time you try it (say, a musical or light-up toy that stays silent or dark);
• is a different product, age set or variant from what you ordered;
• is missing pieces, cards or accessories listed on the product page.

What is not covered?

• A change of mind, or a toy that matches its listing but is not what you expected.
• Anything reported after the 7-day window has closed.
• Damage after delivery, such as tearing, chewing, water damage, drops or rough play.
• Toys returned without their original box, pieces or accessories.
• Small differences in colour, print shade or packaging between batches or from photos on your screen.

What proof do you need?

Your order number, clear photos of the toy and the box, and an unboxing video recorded from the sealed parcel. For a missing-piece claim, the unboxing video is usually needed so we can verify it quickly.

How do I raise a request?

Send those details to kidzivo.com@gmail.com; you will hear back within 2 working days. When we approve it, a courier comes to collect the toy at no cost to you. Where couriers cannot collect from your area, we give you our address, you post the toy, and we pay you back the postage on seeing the courier slip.

Replacement or refund?

Once the toy is back with us and we have confirmed the issue, the same product goes out to you again free of charge. When that toy is sold out, we refund the full amount instead.

How are refunds paid?

• Prepaid orders: the money goes back to the UPI ID, card, bank or wallet you used.
• Cash on Delivery orders: we send the money to a UPI ID or bank account you give us. The ₹49 COD charge is included in the refund when the toy was damaged, defective, wrong or incomplete.
• Timeline: we start the refund within 5–7 working days of approving it; banks sometimes add a little time before it shows in your statement.

Can I cancel my order?

Yes, any time before dispatch, by emailing your order number. Prepaid cancellations are refunded in full within 5–7 business days. After dispatch, the order cannot be cancelled. If we have to cancel an order (for example, stock runs out or the PIN code cannot be served), we refund everything you paid, including the ₹49 COD charge.

Who do I contact if I am not happy with the outcome?

Write to our Grievance Officer at kidzivo.com@gmail.com with “Grievance” in the subject, or by post to Kidzivo, 502 Kabir Shilp, Opp. Kansar Restaurant, Kudasan, Gandhinagar – 382421, Gujarat, India. Every complaint gets a reply confirming receipt within 48 hours, and our target is a final answer inside one month, as the Consumer Protection (E-Commerce) Rules, 2020 expect.