Refund policy


ONLINE RETURNS

Eligible items purchased online can be returned in store for an exchange.   

However, if you are after a refund, it must be returned online.

Please make sure you quote your order number when sending back the item/items. 

For costs associated with online returns, please read below ONLINE RETURN COSTS section.

If you are after an online exchange, please contact support@kidspacific.com advising which items you are returning and what items you would like to exchange to. This way we are able to check stock availability, put the items on hold and provide you with a hassle-free service!

 RETURNS CRITERIA

We will be happy to offer you an exchange or refund on eligible items that meet the following criteria:

  • Proof or purchase is provided - Original in-store receipt, e-receipt, tax invoice, packing slip, gift receipt.

  • It is within 30 days of purchase

  • Item must be in original saleable condition (unworn and unwashed)

  • Items are free of any fragrance

  • Items must still have all original labels, tags, packaging and hygiene stickers attached. This includes anti wardrobing sash found on all party & formalwear items.

 

Please note that in-store refund is not available for online purchase.

ALL DISPUTES SHALL BE OPENED ON KP OTHERWISE, KP WILL STOP YOUR SERVICES PERMANENTLY.

 KP offers a fast dispute solution and will appreciate it a lot if you provide:

 Please provide proof of photos or videos of the damaged item for verification or upload the video of damaged product.

Please send Screenshot of the e-mail or dispute received including proper information. In other words, a customer has sent the complaint (Through Gateway, e-mail, etc.).

If our Dispute Team asks for products in return, then items need to be returned to KidsPacific.

KP will make a refund, resend, or accept the return for any of the following cases

 Orders Delayed

Orders are expired 30 days after order couriered from KP warehouse or orders are in transit, pending, lacking tracking information.

  1.  KP will deal with your dispute for delayed orders after 100 days counting from the date that order departed from KP warehouse.
  2. For some special shipping methods, KP cannot deal with your disputes. (See the following important interpretation)

Notes:

In some cases, the order had reached at the nearest post office to the buyer and pending due to insufficient address, package unclaimed, no such number, etc. clients should contact local post office or go to the post office for delivery.

Sometimes, local tracking numbers may show a sign for delivery, and customer claims that the package has not been received. In such cases, KP will not involve to effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result

Orders not Received.

According to tracking information if the order is delivered shows the order is delivered. KP will not deal with the refund or resend.

  1. In case, if our clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is mandatory.
  2. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
  3.  Incorrect/insufficient address.
  4.  Incorrect number.
  5.  Unknown recipient.
  6.  Refused.
  7.  Do not pick up in time.
  8.  No safe delivery location.
  9.  Uncleared customs.
  10.  Others.

Notes:

a. The local distributor will try to deliver 1-3 times according to the actual situation. If it is still unclaimed during this delivery period, it will be stored in the local post office for 3-7 days. Clients need to pick up the package by themselves in this timeframe.

Otherwise, the product will be returned to the sender, our logistics company. During the KP takes no responsibility if products have been lost during the return.

b. KP cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies 

Products Damaged.

if packages arrived are badly damaged. KP offers a full refund or a replacement.

KP offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:

  1. A refund is highly recommended for fragile products
  2. For damaged courier packing boxes, KP cannot offer any refunds or other after-sale services in case of long-distant international delivery.
  3. For ordinary, electronic products,  clients shall complain or open a dispute to KP within 30 days after packages are delivered.

Incorrect or Missing Products.

KP follows strict quality control measures before products are dispatched. KP will deal with incorrect or missing products as follows:

  1. KP offers a full refund or replacement for incorrect products,
  2. For products with wrong size, color which doesn't affect product function, etc., KP offers a refund or resend if client provide a screenshot of complaint including name, content and date.
  3. If parts missing which doesn’t affect product function then KP may refund partially or resend the missing part; for parts missing which affect product function, KP will resend the product only.
  4. In case of accessories, KP will resend the accessories.

Notes:

For size problem, client can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

Orders Cancellation.

KP offers a full refund before products are processed by warehouses in case of orders cancellation.

  1. After payment, orders cannot be cancelled due to customization.
  2. After payment, preorder inventory orders cannot be cancelled as it is special products and only available for you.
  3. Video and photo orders cannot be cancelled after payment confirmation as KP has planned and prepared for you after payment.

Deadline of Opening Dispute.

If the order status is closed, you cannot open a dispute. Your dispute cannot be resolved if tracking information from a third party is untraceable.

Force Majeure.

KP takes no responsibility for any product damaged, or delay in shipping caused by the act of God, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, KP will notify you by the mode of communication available at that time. 

Service Products.

Service products apply to the following interpretation.

  1. KP may not refund the product cost if any disputes regarding products damaged, or shipping delayed.
  2. Any disputes arising from bad quality, KP may not accept as the supplier is not KP.
  3. For service products without KP's quality checking assurance, KP may not accept the disputes.

RETURNING WITHOUT PROOF OF PURCHASE?

If the item is current season stock, is in original condition with all tags attached and free of any fragrance, we are happy to exchange to a different size of the same item for you. However, we will not be able to exchange to other items or offer a credit note or refund.

Unacceptable Disputes.

KP shall not accept any unreasonable disputes, including but not limited to:

  1. The buyer does not like it.
  2. The product description is not real.
  3. Products smell unusual.
  4. The buyer ordered the wrong items.
  5. The shipping address was provided wrong.
  6. Product difference was negotiated in advance.
  7. Tracking information errors by logistics companies or local post offices.
  8. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.

KP always focus on the best service. If you have any other questions, please feel free to Contact Us.