Refund policy

At KidNavi, we want you and your little ones to love every purchase. This policy explains clearly how returns, refunds, cancellations, and warranty claims work — so there's no confusion for you or for us.

1. Order Cancellations

You may cancel your order free of charge within 12 hours of placing it, by contacting Support@kidnavi.co.uk.

We aim to ship all orders within 1–2 business days (Monday–Friday, excluding weekends). Once this 12-hour window has passed, your order may already be in processing or dispatch, and we are unable to cancel it.

Once an order has been dispatched and handed to our shipping courier, it can no longer be cancelled — this applies even if delivery is delayed.

Shipping delays (including delays of a few days) are caused by third-party couriers and are outside of our control. A delayed delivery does not qualify an order for cancellation. If your order hasn't arrived, please contact us and we'll be glad to help track it — but cancellation is not available once an order has shipped.

2. Our 30-Day Return Guarantee

You have 30 days from the date of delivery to request a return. This guarantee exists to protect you if:

  • Your item arrives faulty, damaged, or not working as described.
  • Your item stops functioning correctly during normal use within the 30-day period (e.g., battery failure, screen fault, connectivity issue).
  • You have simply changed your mind and the item remains unopened and unused.

In short: our 30-day guarantee covers products that don't work properly, and unopened items you've changed your mind about. It does not cover a change of mind after the item has been opened, set up, or used.

3. Eligibility for a Full Refund

To qualify for a full refund, one of the following must apply:

  • Unopened and unused — the item is returned in its original, unopened packaging with all accessories, manuals, and tags intact.
  • Faulty or not working — the item stopped functioning correctly through no fault of the customer, within 30 days of delivery.
  • Damaged in transit — the package or product arrived visibly damaged due to shipping.

All returns must be initiated within 30 calendar days of delivery.

4. Items That Cannot Be Returned

Because our products are electronic devices intended for children, and are always shipped brand new, we are unable to accept returns in the following cases:

  • The item has been opened, set up, or used for a period of time and the customer has simply changed their mind.
  • The item has been damaged, modified, or affected by misuse during use (e.g., dropped, exposed to water beyond its rating, forced charging ports).
  • The item is missing its original accessories, manuals, or packaging.

This distinction matters: a product that stops working on its own (e.g., battery fails, screen malfunctions) is covered under our warranty. A product that is damaged through use, misuse, or accidental damage by the customer is not covered.

5. Who Pays for Return Shipping

  • Customer pays return shipping for change-of-mind returns of unopened items.
  • KidNavi covers return shipping if the item arrived faulty due to a manufacturing defect, or if the package was received damaged in transit.

6. Technical Issues or Product Faults (Warranty)

All KidNavi products come with a 30-day limited warranty against manufacturing defects. If your product stops working properly or arrives faulty:

  • Contact our support team within 30 days of delivery at Support@kidnavi.co.uk.
  • Provide your order number, photos or a short video showing the issue, and a brief description.
  • Once verified, you will receive a prepaid return label or alternative instructions.

If confirmed as a manufacturing or technical defect, you will receive a full refund — including return shipping costs.

7. Step-by-Step Return Process

Step 1 — Submit a Return Request

Email Support@kidnavi.co.uk with:

  • Your full name and order number
  • Reason for return (e.g., "unopened, changed my mind" or "item not working")
  • Photos of the product and packaging

Step 2 — Receive Return Instructions

Our support team will reply within 1–2 business days with the return address and next steps.

Step 3 — Ship the Product Back

  • Use the return instructions provided by our team.
  • We recommend a tracked shipping method to avoid delays or lost parcels.
  • See Section 5 above for who covers the shipping cost.

Step 4 — Quality Inspection

Once received, we inspect the item and determine the outcome:

Unopened, unused → Full refund
Faulty / damaged in transit → Full refund, including return shipping
Opened, used, or customer-damaged → Not eligible for refund

Step 5 — Refund Issued

  • Approved refunds are processed within 3–5 business days after inspection.
  • Funds appear in your account within 5–10 business days, depending on your bank or payment provider.
  • Refunds are issued only to the original payment method.

8. Important Notes — Please Read

  • Orders can only be cancelled within 12 hours of purchase. After this, the order enters processing and cannot be cancelled.
  • Returns received after the 30-day window will not be accepted.
  • Change-of-mind returns are only accepted if the item is unopened and unused.
  • Items damaged, modified, or affected by misuse during use are not eligible for return.
  • Refunds can only be issued to the original payment method.
  • Exchanges are handled as a separate return + new purchase.
  • We are not responsible for items lost during return shipping — please use a tracked service.

Contact Us

Our support team is here to help you every step of the way.

Email: Support@kidnavi.co.uk

Phone: +44 7447 196778

Address: Retaileco LTD, 71–75 Shelton Street, London, United Kingdom, WC2H 9JQ