Cancellation, Return and Refund Policy

At Kidz Mercado, we want you to enjoy a smooth and satisfying shopping experience. However, if you need to cancel an order or return a product, please read our policy below.

1. Order Cancellation Policy

1.1 Customer Cancellation

You can cancel your order within 24 hours of placing it, provided we have not shipped the product.

To request a cancellation, please contact us through:

• Email: [email protected]

• Phone: +91 8850 100 736

You can also contact us through your Kidz Mercado account.

Once we approve your cancellation, we will issue a full refund to your original payment method within 15–21 business days.

1.2 Cancellation by Kidz Mercado

In some situations, we may need to cancel an order. These situations include:

• The product is out of stock.

• We identify a payment issue or suspected fraudulent transaction.

• A technical error displays an incorrect price or product detail.

• Other unforeseen circumstances prevent us from processing your order.

If we cancel your order, we will notify you and issue a full refund.

2. Return Policy

2.1 Return Timeframe

You can request a return within the following time limits:

• General products: Within 5 days of delivery.

• Electronic products: Within 3 days of delivery.

Please contact us before sending any product back. Our team will confirm whether your product qualifies for a return.

2.2 Product Condition for Returns

To qualify for a return, the product must:

• Be unused and in its original condition.

• Include the original packaging.

• Have all original tags and labels attached.

• Include all accessories and the invoice.

Please pack the product securely to avoid damage during return transit.

2.3 Return Process

Follow these steps to request a return.

Step 1: Contact Customer Support

Email us at [email protected] or call +91 8850 100 736. Please share your order details and the reason for your return.

Step 2: Receive Return Instructions

Our support team will review your request. If your product qualifies, we will share the return authorisation and instructions.

Step 3: Arrange the Return

You must arrange and manage the return shipment yourself. However, if you cannot arrange it, we may help schedule a pickup, provided our pickup service covers your PIN code.

Step 4: Follow the Return Timeline

Please initiate your return request within 5 days of delivery for general products or 3 days for electronic products.

Step 5: Pack and Ship the Product

Pack the product securely with its original packaging, tags, labels, accessories and invoice. Also, take a clear picture of the product when you hand it over to the courier.

2.4 Return Shipping Charges

Customers must pay the return shipping charges unless the return is due to a defective or damaged product, or an incorrect item sent by us.

In these cases, Kidz Mercado will cover the return shipping charges.

Please note that COD charges and original shipping charges are non-refundable. Return shipping charges are also non-refundable, except in the eligible cases mentioned above.

2.5 Important Return Instructions

Please follow these instructions when returning a product:

• Return the same product that you ordered.

• Take a clear picture of the product before handing it to the courier.

• Pack the product properly to prevent damage during transit.

• You are responsible for any loss or damage during return transit.

• If the returned product does not match your original order, we will not issue a refund or replacement.

• If courier or pickup services are unavailable at your PIN code, you must arrange the return yourself.

2.6 Return Pickup Availability

Return pickup depends on courier service availability at your PIN code. If our pickup service does not cover your area, you must arrange the return shipment yourself.

2.7 Products Not Eligible for Return

For hygiene, safety and product-specific reasons, we do not accept returns for the following items:

• Perishable goods, including food products.

• Personal care products, including toiletries and innerwear.

• Customised or personalised products.

• Clearance and final-sale products.

2.8 Products Purchased During Offers and Promotions

Products purchased under deals, offers, sales or promotional campaigns are not eligible for regular returns or exchanges.

However, we will consider a return or exchange if the product arrives damaged or cannot be used.

In such cases, you must provide a mandatory unboxing video that clearly shows the product and its condition.

2.9 Damaged, Defective or Incorrect Products

If you receive a damaged or defective product, please notify us within 24 hours of delivery, including the delivery date.

To help us review your claim, please provide:

• Clear photos of the damaged or defective product.

• Photos of the product packaging.

• A complete unboxing video that clearly shows the issue and product label.

Our team will review the details. If we approve your claim, we will arrange a replacement or issue a full refund, including shipping costs.

Please contact us within the specified timeframe so we can assist you.

3. Refund Policy

3.1 Refund Approval

Once we receive your returned product, our team will inspect it to confirm that it meets the return conditions.

After the inspection, we will notify you whether we approve or reject your refund request.

3.2 Refund Processing Time

If we approve your refund, we will process it within 15–21 business days through your original payment method.

Please allow additional time for your bank or payment provider to reflect the amount in your account.

3.3 Partial Refunds

In some cases, we may issue a partial refund if the returned product does not meet all the return conditions.

For example, we may consider a partial refund if the original packaging is missing or the product is not in its original condition.

3.4 Non-Refundable Charges

Please note the following charges are non-refundable:

• Cash on Delivery (COD) charges.

• Original shipping charges.

• Return shipping charges, except where Kidz Mercado covers the return shipping for an approved damaged, defective or incorrect product.

4. Product Exchange Policy

Currently, Kidz Mercado does not offer direct product exchanges.

However, you can return an eligible product by following our return policy. Once you complete the return process, you can place a new order for the product you want.

5. Contact Us

If you have questions about cancellations, returns or refunds, our customer support team is here to help.

Kidz Mercado Customer Support

• Email: [email protected]

• Phone: +91 8850 100 736

• Website: https://kidzmercado.com/

Thank you for shopping with Kidz Mercado. We appreciate your trust and look forward to serving you again!

Kidz Mercado – Big Joys for a Little Budget!