Refund policy

Returns Eligibility

Customers may request a return within 7 days of receiving their order, provided that:

• The item is unused, unworn, and in its original condition.
• The product is returned in its original packaging with all accessories, tags, manuals, and seals intact.
• Proof of purchase or order confirmation is provided.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they are defective or damaged upon delivery:

• Opened feeding products
• Breast pumps and personal care items
• Baby bottles, pacifiers, and teething products that have been opened
• Diapers and hygiene products
• Clearance, discounted, or promotional items
• Gift cards or vouchers
  

Damaged, Defective, or Incorrect Items

If you receive:

• A damaged item
• A defective product
• An incorrect item
  

Please notify us within 48 hours of delivery by providing:

• Your order number
• Photos of the product and packaging
• A description of the issue
  

Eligible products may be:

• Replaced
• Exchanged
• Refunded in full
  

Return Process

To initiate a return:

• Contact customer support.
• Provide your order details.
• Await return authorization instructions.
• Return the item using the approved method.
  

Refund Processing

Once the returned item is received and inspected:

• Approved refunds will be processed within 7–14 business days.
• Refunds will be issued through the original payment method whenever possible.
• Mobile money refunds may be processed through M-Pesa or other agreed payment channels.
  

Return Shipping Costs

• If the return is due to an error by KidsTopia Baby Essentials Kenya, return shipping costs will be covered by the company.
• If the return is due to a customer change of mind, the customer is responsible for return shipping costs.
  

Order Cancellations

Orders may be canceled before dispatch.

Once an order has been shipped, it may only be returned according to this Refund Policy.