Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Please note: all customised / personalised products are made to order especially for you. For this reason, we cannot offer a refund, return, or exchange on these items, including in the case of any errors. Please check all details, names, and spelling carefully before placing your order. The only exception is if a personalised item arrives faulty or damaged, or if we made an error on our part, in which case we will gladly put it right.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, you can contact us at hello@kiddosphere.co.za. Please note that returns will need to be sent to a specific address. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question on our customer portal or send us an email on hello@kiddosphere.co.za

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned. This includes all custom and personalised products (such as special orders, engraved items, name signs, and any made-to-order goods), which cannot be returned or refunded for any reason other than a fault or error on our part, as explained above.

We also cannot accept returns on perishable goods (such as food, flowers, or plants), personal care goods (such as beauty products), hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note that customised and personalised items cannot be exchanged.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or card company to process and post the refund too. If more than 15 business days have passed since we have approved your return, please contact us at hello@kiddosphere.co.za.