Refund, Return & Size Exchange Policy

Purpose and Scope

We want every Kidley customer to shop with confidence. This Policy explains the conditions, charges, procedures and available resolutions for size exchanges, eligible customer-requested returns, and products that arrive damaged, defective or incorrect.

This Policy applies only to products purchased directly from https://www.kidley.com and delivered within India. Purchases made through a marketplace, reseller or another website are governed by that seller's applicable policy.

The Policy has two principal parts: Part One covers size exchanges; Part Two covers eligible returns and Kidley Account Credit. The common eligibility, inspection, hygiene and statutory-exception provisions apply to both parts.

Request Windows

A product received damaged, defective, materially different from its description, or different from the item or size shown on the order should be reported within 48 hours after delivery. Please share clear photos and a short, unedited video of the product, packaging, invoice/label, and the issue, together with any other evidence reasonably requested by Customer Care.

This helps Kidley investigate quickly and does not limit any non-waivable rights available under applicable consumer law.

Common Eligibility Conditions

A product will ordinarily be eligible only when it is unused, unworn, unwashed, unaltered, undamaged by the customer, and free from stains, odour, hair, marks or other signs of use. It must be returned with its original tags, labels, packaging, accessories, invoice or proof of purchase, and any complimentary item supplied with the order.

Only the item approved in Kidley's return or exchange request may be handed to the authorised courier. Do not include additional products or send a parcel before Customer Care confirms the request and pickup instructions.

A request may be declined if the product fails inspection, does not match the approved order item, or shows signs of misuse, fraud, repeated refusal, substitution or policy abuse, subject to applicable law.

Hygiene-Sensitive and Restricted Products

An exception applies where the product is defective, damaged in transit, materially different from its description, or different from what Kidley supplied on the order.

Any additional hygiene restriction, final-sale condition, or promotional restriction clearly displayed on the relevant product page or offer terms will apply, always subject to statutory rights for defective, damaged, deficient, spurious, or wrongly supplied goods.

Part One — Size Exchange

If an eligible article does not fit, the customer may request the same article in a different available size within 48 hours after delivery. An exchange is subject to stock availability, payment of the applicable logistics charge and successful warehouse inspection of the returned article.

If the requested size is unavailable, the customer may select another eligible size or product, subject to approval and stock. Any increase in price must be paid before dispatch. If Kidley approves a lower-priced replacement, the difference will be issued as Kidley Account Credit. The customer may instead request an eligible return under Part Two.

5.1 Kidley-Managed Pickup Is Required

After approving the request, Kidley will create the return request and arrange collection through a courier selected by Kidley. Customer-arranged or self-shipped returns are not part of Kidley's standard process and should not be sent unless Customer Care gives prior written approval. An unauthorised parcel may be refused or may not be traceable to the order.

If Kidley's usual reverse-pickup service is unavailable at the customer's PIN code, Customer Care will communicate the available resolution. This process will not be applied in a manner that removes a remedy required by applicable law.

5.2 Size-Exchange Logistics Charge

A single zone-based exchange logistics charge applies to a customer-requested size exchange. It covers Kidley-arranged reverse pickup and dispatch of the approved replacement unless Customer Care clearly states otherwise before confirmation.

Zone A and Zone B are operational courier classifications and may not correspond to state boundaries. Kidley will identify the applicable zone and disclose the exact charge before arranging pickup. The charge may be collected before pickup or before dispatching the replacement.

Part Two — Eligible Return and Kidley Account Credit

For an eligible customer-requested return arising from a size or fit preference, change of mind, or another reason not attributable to Kidley, Kidley will create the return request and arrange pickup through its selected courier. The returned product must pass warehouse inspection before any credit is approved.

After approval, the eligible product value will first be issued as Kidley Account Credit linked to the customer's account. It will not ordinarily be refunded in cash, transferred to a bank or UPI account, or transferred to another customer. Guest customers may be asked to create or activate a Kidley account using the same mobile number or email address used for the order.

The starting product value is the amount actually paid for the accepted product after discounts. Original shipping, Cash on Delivery, convenience and other order-level charges are not credited for a normal customer-requested return, unless applicable law requires otherwise.

6.1 Return Logistics Charge and Deduction Option

The Zone A charge of ₹99 or Zone B charge of ₹149 also applies to Kidley-managed pickup for an eligible customer-requested return that is not caused by a Kidley error. The applicable zone will be confirmed before pickup.

The customer may either pay the return logistics charge separately when requested or expressly authorise Kidley to deduct it from the eligible Kidley Account Credit. Kidley will not make this deduction without informing the customer of the applicable charge.

Where the customer authorises deduction, the provisional credit is calculated as shown above. The final credit cannot exceed the amount actually paid for that product.

Warehouse Receipt, Inspection and Final Approval

A courier pickup acknowledgement confirms only that the parcel was collected; it does not mean that the exchange or return has been finally accepted. Final approval takes place only after the parcel reaches Kidley's warehouse and the approved article is inspected.

Kidley will check the product identity, quantity, condition, signs of wear or washing, stains, odour, alteration, damage, original tags and labels, packaging, accessories, and any complimentary item supplied with the order. Kidley may keep reasonable photographs or inspection records for resolution of a dispute.

7.1 Inspection-Related Deduction or Rejection

If the returned article is used, washed, worn beyond a reasonable fit check, stained, damaged, altered, incomplete, substituted, or missing original tags, labels, packaging, accessories or complimentary items, Kidley may make a reasonable deduction reflecting the reduction in value or may reject the return where appropriate and permitted by law.

Kidley will communicate the reason for a material deduction or rejection before issuing the final credit or closing the request. A deduction will not be made arbitrarily and will not limit remedies required by applicable consumer law for defective, damaged, deficient, spurious or wrongly supplied goods.

If a parcel contains an unapproved or different article, Kidley may reject it and may require the customer to pay the applicable delivery charge before that article is sent back, subject to applicable law.

Damaged, Defective or Incorrect Products

If a product arrives damaged, defective, materially different from its description, or different from the item or size shown on the order, contact Kidley within 48 hours after delivery and provide the order number plus clear photographs of the product, tags, outer packaging and shipping label. Kidley may request a short, unedited video and additional reasonable information needed to verify the issue.

After verification, Kidley will arrange a free reverse pickup where serviceable and provide an appropriate remedy, which may include replacement, repair where relevant, or refund to the original payment method. Kidley Account Credit may be offered as an option but will not limit a remedy required by applicable law.

Where standard reverse pickup is unavailable, Customer Care will provide an alternative written resolution. The customer should not self-ship the product unless Kidley gives written instructions.

How to Request an Exchange or Return

1. Contact Kidley within the applicable request period by email at info@kidley.com or WhatsApp/Customer Care at +91-9216831003.
2. Provide the order number, registered mobile number, product name, requested size or reason for return, and photographs where requested.
3. Wait for Kidley to confirm eligibility, the applicable Zone A or Zone B charge, and the authorised pickup instructions.
4. Choose to pay the charge as instructed. For an eligible return, the customer may instead authorise deduction of the charge from Kidley Account Credit.
5. Keep only the approved article ready in secure packaging with its original tags, labels, accessories and other supplied items.
6. Hand the parcel only to the courier arranged by Kidley, unless Customer Care provides a written exception.
7. After warehouse inspection, Kidley will dispatch the approved replacement, issue Kidley Account Credit, process an applicable refund, or communicate the reason for any deduction or rejection.

Pickup, Customer Availability and Uncollected Returns

Pickup timing depends on courier serviceability. The customer must provide a complete pickup address, correct PIN code and active phone number, keep the parcel ready, and cooperate with reasonable courier calls or pickup attempts.

If pickup fails because the customer is unavailable, unreachable, provides an incorrect address, or does not keep the approved parcel ready, Kidley may ask the customer to submit a fresh request within the applicable window or may close the request after reasonable notice. Any additional customer-caused logistics cost will be communicated before a new pickup is arranged.

Credit and Refund Timelines

Kidley Account Credit is normally issued within 5–7 business days after the returned product reaches the warehouse, passes inspection and the final eligible amount is confirmed.

A refund approved for a defective, damaged, incorrect or successfully cancelled prepaid order is normally initiated to the original payment method within 5–7 business days after approval. The customer's bank, card issuer, UPI provider or payment gateway may require additional time to reflect the amount.

Cash on Delivery orders do not have an original online payment source. Where a monetary refund is required by law, Customer Care may request verified bank or UPI details through an approved secure process. Never share a card PIN, CVV, OTP or internet-banking password.

Exchange or Return Not Available

An exchange or return may be declined where the request is outside the stated period; the product is hygiene-restricted or final sale; the article has been used, washed, altered, stained or damaged after delivery; original tags or components are missing; the article returned does not match the approved order item; the parcel was sent without authorisation; or the request appears fraudulent or abusive.

These restrictions do not remove statutory rights relating to defective, damaged, deficient, spurious, materially misdescribed or wrongly supplied goods.

Order Cancellation

A customer may request cancellation before dispatch by contacting Customer Care. Cancellation is not guaranteed until confirmed by Kidley. If a prepaid order is successfully cancelled before dispatch, the amount received will be refunded to the original payment method within the stated processing timeline.

Once an order has been dispatched, it cannot ordinarily be cancelled. Any request after delivery will be handled under this Policy. Any cancellation charge, if applicable, will be applied only in accordance with applicable law.

Fair Use and Prevention of Abuse

Kidley may review or restrict exchange, return, Cash on Delivery or account-credit facilities where there is reasonable evidence of repeated misuse, product substitution, excessive refusal, tampering, fraudulent claims or other policy abuse. Before taking a material adverse action, Kidley may request verification and will act subject to applicable law.

Policy Changes

Kidley may update this Policy to reflect changes in courier coverage, charges, operational processes or applicable law. The version displayed on kidley.com when the order was placed will ordinarily apply to that order, except where a later change is required by law or is more favourable to the customer.

Contact and Grievance Redressal

For exchange, return, refund or policy questions, contact Kidley using the details below.