Refund policy
Last updated: August 22, 2026
At KidZone PK, we want you to be completely satisfied with your purchase. If you receive a damaged, defective, incorrect, or otherwise eligible item, we are happy to assist you with a return, replacement, exchange, or refund in accordance with this policy and applicable consumer-protection laws in Pakistan.
1. 30-Day Return Policy
We offer a 3-day return period. You may request a return within 3** days of receiving your order**.
To be eligible for a return, the item must:
- Be unused and in the same condition in which you received it.
- Be in its original packaging, where applicable.
- Include all original tags, accessories, manuals, parts, or other items supplied with the product.
- Not have been damaged, altered, washed, opened, or used improperly.
- Be accompanied by your order number, receipt, or other proof of purchase.
Certain products may have different return conditions, which will be clearly communicated on the product page or at the time of purchase.
2. Change-of-Mind Returns
For eligible products, we may accept returns where you have simply changed your mind, provided the product meets all return conditions above.
Unless the item is defective, damaged, incorrect, or otherwise our responsibility, return shipping costs may be the customer's responsibility.
The original delivery/shipping charges are generally non-refundable for change-of-mind returns.
3. Damaged, Defective or Incorrect Items
Please inspect your order as soon as you receive it.
If you receive:
- A damaged item;
- A defective or non-functioning item;
- The wrong product;
- The wrong size, colour, quantity, or variant; or
- An item that is materially different from what was ordered,
please contact us as soon as possible, preferably within 48 hours of delivery, so that we can investigate and resolve the issue.
For damaged or incorrect orders, please provide:
- Your order number;
- A description of the problem; and
- Clear photographs or a short video showing the item and its packaging, where applicable.
If the problem is confirmed to be our responsibility, we may offer a replacement, exchange, store credit, or refund, depending on the circumstances and product availability.
Where the return is due to an error on our part or a defective/damaged product, KidZone PK will bear the reasonable return shipping cost.
4. How to Request a Return
To request a return, contact us at:
Email: kidzonepk8@gmail.com
Contact: 03335457478
Please include:
- Your full name;
- Order number;
- Product name;
- Reason for the return; and
- Photos/videos if the item is damaged, defective, or incorrect.
Do not send an item back before receiving return instructions from us.
Returns sent without prior approval may be refused or may experience delays in processing.
5. Return Address
Approved returns should be sent to the return address provided by our customer-support team.
For security and tracking purposes, please do not send a return to an address other than the one provided by KidZone PK.
6. Return Shipping Costs
If the return is due to our mistake
If we sent you the wrong item or the product arrived damaged or defective, we will arrange or reimburse reasonable return shipping costs, subject to verification.
If the return is due to a change of mind
If you simply no longer want the product, ordered the wrong item, or changed your mind, the customer may be responsible for the return shipping charges.
Refused or failed deliveries
If an order is returned to us because the customer refused delivery, provided an incorrect address, was unavailable to receive the parcel, or otherwise failed to accept the shipment, any refund may be reduced by applicable delivery, return-to-origin, or other non-recoverable charges.
7. Non-Returnable Products
Some products may not be eligible for return because of their nature or for hygiene, safety, customization, or other legitimate reasons.
These may include:
- Personalized or customized products;
- Products made specifically to the customer's specifications;
- Opened products;
- Products that cannot reasonably be resold after being opened or used;
- Perishable products, if applicable;
- Gift cards;
- Products clearly marked as non-returnable on the product page; and
- Items damaged after delivery through misuse, negligence, improper storage, or normal wear and tear.
If you are unsure whether a particular product is eligible for return, please contact us before sending it back.
Sale or discounted items are not automatically non-returnable. Unless the product is clearly marked as non-returnable, defective, damaged, or incorrect items may still be eligible for an appropriate remedy.
8. Exchanges
If you would like to exchange an eligible product for another size, colour, variant, or product, please contact us first.
Exchanges are subject to product availability.
If the requested replacement is unavailable, we may offer a refund or store credit, depending on the circumstances.
9. Refunds
Once we receive your returned product, we will inspect it and notify you whether the return has been approved.
If your refund is approved, we will process the refund for the eligible amount.
Payment method
Where reasonably possible, refunds will be made through the original payment method.
For Cash on Delivery (COD) orders, because no card or online payment was originally made, we may request the customer's bank account, Easypaisa, JazzCash, or other suitable payment details to process the refund.
For security reasons, KidZone PK may require verification of the customer's identity and order information before processing a refund.
10. Refund Processing Time
After your return has been received and approved, we aim to process the refund within 7–10 business days.
The time required for the refund to appear in your account may vary depending on your bank, payment provider, or financial institution.
If you have not received your approved refund after the applicable processing period, please contact us at:
11. Partial Refunds
In certain circumstances, a partial refund may be appropriate, including where:
- An eligible product has been used beyond what is reasonably necessary to inspect it;
- The product or packaging has been damaged by the customer;
- Parts, accessories, tags, or original packaging are missing; or
- The product has decreased in value because of customer handling.
This does not affect any rights you may have under applicable Pakistani consumer-protection laws where a product is defective, unsafe, incorrectly supplied, or otherwise fails to meet applicable requirements.
12. Products Damaged After Delivery
We are not responsible for damage caused after delivery through misuse, accidental damage, improper handling, improper storage, unauthorized modification, or failure to follow the product's instructions.
Where a product has a manufacturer's warranty, the warranty terms may also apply.
13. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at kidzonepk8@gmail.com.
We will try to cancel the order before it is dispatched.
Once an order has been dispatched, cancellation may no longer be possible and the order may need to be handled under our return policy.
For COD orders, repeated refusal or non-acceptance of orders may affect our ability to offer COD service on future orders.
14. Store Credit
Where appropriate, KidZone PK may offer store credit instead of a cash refund, particularly where the customer requests store credit or where an exchange is preferred.
Any legally required remedy will not be excluded merely because store credit is offered.
15. Consumer Rights
This Return & Refund Policy is intended to provide a clear and practical process for customers while complying with applicable laws and regulations in Pakistan.
Nothing in this policy is intended to remove, restrict, or waive any mandatory rights or remedies available to a consumer under applicable Pakistani law.
Consumer-protection legislation can vary depending on the province or territory in which the transaction and consumer are located. Pakistan's Ministry of Commerce has specifically identified the need to address online transactions within the country's consumer-protection framework.
Where applicable law provides a consumer with rights or remedies that are more favourable than this policy, those legal rights will continue to apply.
16. Contact Us
If you have any questions regarding returns, exchanges, damaged products, or refunds, please contact us:
KidZone PK
Email: kidzonepk8@gmail.com
We will do our best to resolve your issue fairly and promptly.