Refund policy

Effective Date: 10 August 2026

At Kooki Kids, we carefully inspect and pack every order before dispatch to ensure that your products reach you safely and correctly. However, in the unlikely event that you receive a damaged, defective, or incorrect product, we are happy to provide a 100% replacement or refund, subject to the terms and conditions mentioned below.

Please read this policy carefully before placing your order.

1. Eligibility for Return, Refund or Replacement

Kooki Kids will accept a return, refund, or replacement request only in the following situations:

  • You received a product that is physically damaged.

  • You received a wrong product that is different from the product you ordered.

  • You received a product with a manufacturing or product defect that was present when you received the order.

  • Any item is missing from your package due to an error on our part.

If your order is received in good condition and you simply change your mind, do not like the product, ordered the wrong product yourself, or no longer require the product, we generally do not accept returns, refunds, or exchanges.

2. Unboxing Video Is Mandatory

To protect both our customers and Kooki Kids against transit damage, tampering, and incorrect-product claims, an uninterrupted unboxing video is mandatory for every return or replacement request.

You must record a video while opening your package.

The video should clearly show:

  1. The sealed package as received.

  2. The shipping label and order details visible on the package.

  3. The condition of the package before opening.

  4. The complete opening of the package.

  5. The product/products received inside the package.

  6. The damage, defect, or incorrect product clearly visible.

  7. The complete contents of the package.

The video should be continuous and unedited, starting from the sealed package and continuing until the product and its condition are clearly visible.

Important:

If an unboxing video is not available, Kooki Kids reserves the right to reject the return, refund, or replacement request.

Photos alone may not be sufficient to establish a transit-damage or wrong-product claim.

We strongly recommend that customers record the unboxing of every Kooki Kids order, even if the package appears undamaged from the outside.

3. Reporting Time Limit – 7 Days

Any damage, defect, missing item, or incorrect-product issue must be reported to Kooki Kids within 7 days from the date you receive your order.

Requests submitted after 7 days may not be eligible for a return, refund, or replacement.

The customer must contact us as soon as the issue is discovered and provide the required information and unboxing video.

4. How to Raise a Return or Replacement Request

If you receive a damaged, defective, or incorrect product, please follow these steps:

Step 1 – Record the Unboxing Video

Record a continuous video while opening the package. Do not throw away the packaging until your order has been completely checked.

Step 2 – Contact Kooki Kids Within 7 Days

Contact our customer support through the contact details provided on our website/order confirmation.

Please provide:

  • Order ID

  • Customer name

  • Registered mobile number/email address

  • Description of the issue

  • Clear photographs of the product and packaging

  • Complete unboxing video

  • Any other information requested by our support team

Step 3 – Verification

Our team will review the submitted information, photographs, video, and order details.

We may request additional photographs, videos, or information if required to verify the claim.

Step 4 – Approval

If the claim is approved, we will initiate the applicable replacement or refund according to this policy.

5. 100% Replacement Policy

If you receive a damaged, defective, or incorrect product and your claim is approved, Kooki Kids will provide a 100% replacement of the affected product at no additional product cost.

Where applicable, we will arrange the return/pickup of the affected product and dispatch the replacement.

Replacement is subject to product availability.

If the exact product is unavailable, Kooki Kids may offer an alternative resolution, including a refund, at its discretion.

6. 100% Refund Policy

If a refund is approved for an eligible damaged, defective, or incorrect-product claim, Kooki Kids will provide a 100% refund of the eligible product/order amount, as applicable to the approved claim.

The refund will be processed through the applicable payment method or payment channel.

The time taken for the refunded amount to appear in your account may depend on your bank, card issuer, UPI provider, payment gateway, or other financial institution.

7. Wrong Product Received

If you receive a product that is different from the product mentioned in your order, please notify us within 7 days of delivery and provide the required unboxing video and supporting information.

After verification and approval, Kooki Kids will arrange a replacement with the correct product or provide an appropriate refund if the correct product is unavailable.

8. Damaged Product Received

If your product is damaged when you receive it, please:

  • Do not use the damaged product.

  • Keep the product in the condition in which it was received.

  • Keep the original packaging, shipping box, labels, and other packaging materials.

  • Take clear photographs of the damage.

  • Provide the complete unboxing video.

  • Contact Kooki Kids within 7 days of delivery.

After verification, an eligible claim may qualify for a replacement or refund.

9. Missing Items

If any item that was included in your order is missing from the package, please report the issue within 7 days of receiving the order.

An unboxing video showing the complete opening of the package will be required to process the claim.

After verification, Kooki Kids may send the missing item or provide another appropriate resolution.

10. Conditions for Return or Replacement

For an approved return/replacement, the following conditions may apply:

  • The product must be returned in the condition specified by Kooki Kids.

  • Original packaging should be retained wherever applicable.

  • Product labels, accessories, inserts, and other components should be retained.

  • The product should not have been intentionally damaged, altered, modified, or misused.

  • The product should not show signs of use inconsistent with inspection of the reported issue.

  • The customer must cooperate with the return/pickup process.

Kooki Kids reserves the right to reject a claim where the damage appears to have occurred after delivery due to misuse, negligence, improper handling, modification, or normal wear and tear.

11. Non-Returnable Situations

Returns, refunds, and replacements will generally not be available for:

  • Change of mind.

  • Personal preference.

  • Incorrect product selected by the customer while placing the order.

  • Product no longer required by the customer.

  • Minor variations that do not affect the functionality or usability of the product.

  • Damage caused after delivery due to misuse, negligence, improper handling, or accidents.

  • Products modified or altered by the customer.

  • Requests submitted after the 7-day reporting period.

  • Claims without the required unboxing video.

  • Claims where the submitted video is edited, incomplete, or does not clearly establish the condition of the package and product at the time of opening.

  • Products returned without prior approval from Kooki Kids.

12. Unboxing Video Requirement and Claim Verification

The unboxing video requirement is intended to establish the condition of the package and product at the time of delivery and opening.

Kooki Kids may use the submitted video, photographs, shipping information, packaging condition, order information, and other relevant evidence to determine whether a claim is eligible.

Submitting a video does not automatically guarantee approval. All claims are subject to verification.

If the evidence indicates that the product was damaged after delivery, intentionally damaged, misused, or that the claim does not match the order information, Kooki Kids may reject the claim.

13. Return Shipping

For an approved claim involving a damaged, defective, or incorrect product received due to an error attributable to Kooki Kids or the shipping process, Kooki Kids will, where applicable, arrange or bear the reasonable cost of return shipping.

Customers should not independently ship products back to Kooki Kids without receiving return instructions from our support team.

Any unauthorized return may not be accepted.

14. Refund Processing

Once a refund has been approved, Kooki Kids will initiate the refund through the applicable payment method or payment gateway.

The actual time for the refund to reflect in the customer's bank account, card, UPI account, or other payment method may vary depending on the financial institution or payment provider.

Kooki Kids is not responsible for delays caused by banks, payment gateways, card networks, UPI providers, or other third-party financial institutions.

15. Order Cancellation

Orders may be cancelled only before they are dispatched, subject to the applicable order status and our ability to process the cancellation.

Once an order has been dispatched, cancellation may no longer be possible.

If an order has already been delivered, the cancellation policy will not apply and any claim will be governed by this Return, Refund & Replacement Policy.

16. Refused or Undelivered Orders

If an order is returned to Kooki Kids because the customer was unavailable, provided an incorrect address, refused delivery, or otherwise failed to accept the shipment, any refund or re-shipment will be subject to review and may be subject to applicable shipping or handling costs.

This does not affect a customer's rights in cases where the delivery failure is attributable to Kooki Kids or the logistics provider.

17. Fraudulent or Abusive Claims

Kooki Kids reserves the right to investigate claims and reject requests that appear fraudulent, abusive, repetitive, misleading, or inconsistent with the order or delivery records.

We may restrict or refuse future orders from customers who repeatedly misuse the return, refund, or replacement process.

18. Policy Changes

Kooki Kids reserves the right to update, modify, or amend this Return, Refund & Replacement Policy from time to time.

Any updated policy will be published on this website with the revised effective date.

The policy applicable at the time of your purchase will generally govern your order, subject to applicable law.

19. Contact Us

If you have received a damaged, defective, or incorrect product, please contact Kooki Kids within 7 days of receiving your order.

Please keep your Order ID and complete unboxing video ready when contacting our support team.

Kooki Kids
Email: support@kookikids.store
Phone/WhatsApp: +91 8349811147 IMPORTANT CUSTOMER NOTICE

Please record a continuous video while opening your Kooki Kids package. An unboxing video is mandatory for any damage, wrong-product, defect, or missing-item claim. Claims without the required unboxing video may not be accepted.

Kooki Kids is committed to ensuring that every customer receives the correct products in good condition and will provide a 100% refund or replacement for eligible and verified claims in accordance with this policy and applicable law.