Refund policy

Last updated: 25 November 2025

1. YOUR RIGHT TO CHANGE YOUR MIND

This section applies if you are a consumer buying online from us (distance sales).

Nothing in this section affects any legal rights you have under mandatory consumer laws in your country (your “statutory rights”).

1.1 Non-personalised items

For non-personalised products:

• Under UK and EU law, you have a legal right to cancel your order within 14 days after the day you receive your goods, without giving any reason.  
• Once you tell us you’re cancelling under this legal right, you then have another 14 days to send the items back.
  

If you use this legal right:

• We will refund you the price you paid, plus the cost of standard delivery (if you paid for delivery). If you chose a more expensive delivery option (e.g. express shipping), we will only refund the cost of the cheapest standard delivery we offered.  
  
• You are responsible for the cost of returning the goods to us, unless we have agreed otherwise or failed to tell you about return costs before you ordered.
  

In addition to this legal right, we voluntarily allow you to change your mind and cancel your order for eligible non-personalised items for up to 90 days after delivery under our 90-day cancellation right (see 1.3). For cancellations within this 90-day period, we will refund the product price and the cost of standard delivery (if you paid for delivery). You will be responsible for the cost of returning the goods to us where a return is required.

1.2 Personalised items

For personalised items:

• Because they are made to your specification and clearly personalised, the usual UK/EU 14-day cooling-off right normally does not apply once production has started.  
  
• However, we voluntarily give you the same 90-day cancellation right on personalised items as on non-personalised items. If you cancel within 90 days of delivery, we will refund the product price and the cost of standard delivery (if you paid for delivery). This is in addition to your rights if the product is faulty or not as described (see the section on faulty products).
  

1.3 How our 90-day cancellation right works

If you bought directly from one of our websites, you may cancel your order for any reason within 90 days of the date the order was delivered.

To use this 90-day cancellation right, follow the steps in Section 4.

Once we’ve accepted your request, we will refund you the product price plus the cost of standard delivery (if you paid for delivery). If you chose a more expensive delivery option (for example express shipping), we will only refund the cost of the cheapest standard delivery we offered.

1.4 When we may not require a return (returnless refunds)

Because many of our products are low-value and shipping can be expensive, especially internationally, in some cases we may decide not to ask you to send the product back. For example, we might:

• Offer a refund or replacement and  
  
• Ask you to keep, donate or recycle the original item locally.

Whether we require a return or not is decided case-by-case, taking into account factors such as the value of the item, the nature of the issue and the cost of return shipping. You do not automatically qualify for a refund without returning goods unless we explicitly confirm this for your order in writing.

Any time we agree that no return is required, we’ll make that clear in our email so you have it on record.

2. FAULTY, DAMAGED OR NOT AS DESCRIBED

If any product is faulty, damaged, or not as described, we’ll sort it out.

Please contact us at info@thekiddospace.com as soon as reasonably possible, and within a reasonable time after you notice the problem. For quicker resolution, include:

• Your order number
  
• A short description of the issue
  
• Clear photos or videos of the product and the problem

Depending on the issue and local law, we will offer:

• A free replacement, or
  
• A full or partial refund.
  

For consumers residing in Australia, if there is a major failure under the Australian Consumer Law, you may choose a refund or a replacement and may also be entitled to compensation for any other reasonably foreseeable loss or damage. If the problem is not a major failure, we will replace or refund the item as allowed by that law.

3. ITEMS THAT CANNOT BE RETURNED

Unless we say otherwise or local law requires it, we cannot accept returns just because you change your mind for:

• Personalised items once production has begun (except under our 90‑day satisfaction guarantee)
  
• Items that are not suitable to return for health or hygiene reasons once the seal/packaging has been opened (where applicable)
  
• Items that have been used in a way that goes beyond what is necessary to inspect them (e.g. heavy wear, damage, or misuse) for statutory cooling‑off returns
  
• Digital content once download or streaming has started (if we ever offer it), where you agreed to immediate supply and acknowledged that you would lose your cooling‑off right
  

These exceptions reflect the standard exceptions under UK/EU consumer law for personalised and hygiene‑sensitive items.

Faulty or misdescribed items can always still be returned, even if they fall into the categories above.

4. HOW TO START A RETURN OR CANCELLATION

To request a return, refund or exchange, or to cancel under a cooling‑off right:

• Email us at: info@thekiddospace.com 
  
• Include:
  
  • Your full name
    
  • Order number
    
  • The item(s) you want to return
    
  • Whether you are:
    
    • Changing your mind under a legal cooling‑off right (UK/EU),
      
    • Using our 90‑day satisfaction guarantee, or
      
    • Reporting a faulty/damaged product
• Attach photos if the item is faulty or damaged.

We’ll reply with:

• Confirmation that we’ve received your request
  
• Whether your return is approved or if we need more information
  
• Instructions and the return address (which may vary by region)
  

5. REFUNDS – HOW AND WHEN WE PAY YOU

Once we’ve received the returned goods, we will process your refund as soon as reasonably possible, and within 14 days. 

If you are a consumer in Costa Rica exercising a legal right of withdrawal for an online purchase under Costa Rican consumer‑protection law, we will refund all amounts received from you within a maximum of 8 calendar days, using the same payment method you used.

Refunds will be made:

• To the original payment method used for the order (for example, the same card, PayPal, or other payment service you used).
  
• In the currency you originally paid, where possible.
  

We may make a deduction from the refund for any loss in value of the goods caused by your handling beyond what is necessary to check their nature, characteristics and functioning, as allowed under UK/EU law. This deduction does not apply where your local law requires a full refund without retention of expenses, such as when consumers in Chile validly exercise their statutory derecho de retracto.

6. RETURN SHIPPING – WHO PAYS?

6.1 Standard rule for change‑of‑mind returns

For change‑of‑mind returns (including our 90‑day satisfaction guarantee and any UK/EU cooling‑off right for non‑personalised items):

• Unless we tell you otherwise in writing, you are responsible for the direct cost of returning the goods to us, where a physical return is required.
  
• However, if you are a consumer resident in Argentina, we will bear the direct cost of returning the goods.
  

We will always tell you before you send anything back whether a return is needed and, if so, where to send it.

6.2 Faulty, damaged or wrong items

If an item is faulty, damaged in transit or not what you ordered, we will make things right at no cost to you:

• If we need the item back, we will either:
  
  • Provide a pre‑paid return label, or
    
  • Refund reasonable return shipping costs once you provide proof of postage.
    
• In many cases – especially for lower‑value products – we may not require a return at all and will instead ask you to keep, donate or recycle the item once your refund or replacement is confirmed.
  

6.3 When we may offer a returnless solution

Because our products are small and international return shipping can be disproportionate to their price, we may sometimes offer a “returnless” solution (refund or replacement without a physical return) where:

• Return shipping would clearly be disproportionate to the value of the product, or
  
• It is otherwise not practical to ship the item back.
  

If this applies, we will confirm it in writing and may ask you to keep, donate or recycle the product instead of returning it.

This is a discretionary option we offer; it is not an automatic entitlement and may not be available in every case.

7. CONTACT US

If you have any questions about this Returns & Refund Policy or need help with a return, you can contact us at:

• Email: info@thekiddospace.com
  
• Contact form: via the “Contact us” page on our website
  
• Postal address: SN Commerce LLC, 611 South DuPont Highway, Suite 102
  Dover, DE 19901, United States