Refund policy

Refund & Cancellation Policy

At thekidsmate.com, our first priority is your complete satisfaction with your Kidsmate product.

We gladly accept returns for products purchased directly through the thekidsmate.com website, provided the product is in saleable, unused condition and returned within 30 days of delivery. Returns are subject to the conditions outlined in this policy and must be reported to our Customer Service team at info@thekidsmate.com.

We cannot accept returns for products purchased from sources other than thekidsmate.com.

Incorrect or Defective Products

If we have made an error in shipping your order—for example, if we send you a different style or colour from the one you ordered—or if you believe that your Kidsmate product is defective, please contact us at info@thekidsmate.com as soon as possible.

We will review the issue and work with you to determine the appropriate resolution, which may include a replacement product, replacement parts, or a refund/credit, as applicable.

Return Authorization

If the return is not due to a shipping error or product defect, please email info@thekidsmate.com to request a return authorization. Please include the reason for your return and your original order number.

Once your return authorization is approved, we will provide you with the applicable return shipping instructions.

Please return the product using a traceable shipping method and, where applicable, in its original packaging. The product and original packaging should be in saleable condition so that the product can be inspected and processed.

Return Shipping Costs

Due to the size and shipping costs associated with our products, we do not offer free returns.

Customers are responsible for the cost of returning a product unless the return is due to:

  • A defective product; or
  • An error in shipping from our side, such as receiving the wrong colour or style from the one ordered.

What to Include With Your Return

Please include a detailed note with your return containing:

  • Full Name
  • Address
  • Mobile Number
  • Email Address
  • Original Order Number
  • Reason for Return

Please use a traceable delivery service when returning your package.

Defective Products

If you believe that the Kidsmate product you received is defective, please contact info@thekidsmate.com so that we can review the issue.

Depending on the nature of the defect, we may provide:

  • Replacement parts
  • A replacement product
  • A refund or credit, where applicable

Please do not return a product for a suspected defect without contacting our Customer Service team first.

Please note that ordering an incorrect size for your child is not considered a shipping or product error on the part of Kidsmate.

Cancellation Policy

Orders may be cancelled within 15 minutes of being placed, provided the order has not already entered processing or fulfillment.

After the 15-minute cancellation window, an order cannot be cancelled because order processing or fulfillment may have begun.

If you need to request a cancellation, please contact our Customer Service team as soon as possible at info@thekidsmate.com.

Customer Service

If you have any questions regarding a return, refund, replacement, or cancellation, please contact:

Customer Service
Email: info@thekidsmate.com

Thank you for choosing Kidsmate.