Refund policy
At Positivekidsplanet, we want you and your child to be happy with your purchase. If there is a problem with your order, please contact us and we'll do our best to make it right.
1. Returns
We accept eligible returns within 7 days of delivery.
To be eligible for a return, the product must:
- Be unused and in its original condition.
- Be returned in its original packaging, wherever applicable.
- Include all original accessories, tags and components, if applicable.
- Be accompanied by the order number or proof of purchase.
Products that have been used, damaged after delivery, altered, or returned without their original packaging may not be eligible for a return.
Please contact us before sending any product back. Returns sent without prior approval may not be accepted.
To request a return, contact:
Email: positivekidsplanet@gmail.com
Please include your order number, product name and reason for the return.
2. Damaged, Defective or Incorrect Products
Please check your order as soon as you receive it.
If you receive:
- A damaged product
- A defective product
- A wrong product
- A missing item
please contact us within 48 hours of delivery with photographs/videos showing the issue and your order number.
After reviewing the issue, we may offer a replacement, refund or other appropriate resolution, depending on the circumstances.
3. Non-Returnable Products
For hygiene, safety or product-specific reasons, certain products may not be eligible for return.
These may include:
- Products that have been opened or used where resale is not appropriate.
- Personalised or customised products.
- Products specifically marked as non-returnable on the product page.
- Gift cards.
- Products damaged after delivery due to misuse or improper handling.
Any product-specific return restriction will be clearly mentioned on the relevant product page.
4. Return Shipping
If the return is due to a wrong, damaged or defective product, Positivekidsplanet will determine the appropriate return shipping arrangement.
For other eligible returns, return shipping charges may be the responsibility of the customer.
We will provide the return instructions after reviewing your request.
5. Exchanges
If you receive a damaged, defective or incorrect product, please contact us.
Where an exchange is approved, we will provide instructions for returning the original product and arranging the replacement.
For a change-of-mind return, the original product must first be returned and accepted before any replacement or exchange is processed.
6. Refunds
Once we receive and inspect your returned product, we will notify you whether your refund has been approved.
If approved, the refund will be initiated to your original payment method, subject to the applicable payment provider's processing time.
Please allow 5–10 business days for the refund to reflect in your account after it has been initiated.
For Cash on Delivery orders, refunds may require additional information from you so that we can process the refund through an appropriate method.
7. Orders That Cannot Be Delivered
If an order is returned to us because of:
- An incorrect or incomplete address
- Incorrect PIN code
- Repeated failed delivery attempts
- Refusal to accept the shipment
we may contact you to arrange a re-shipment.
Additional shipping charges may apply for re-shipping.
8. Cancellation Before Dispatch
If you need to cancel an order, please contact us as soon as possible after placing the order.
We will try to cancel the order before it is dispatched.
Once an order has been dispatched, cancellation may no longer be possible and the order may need to be handled under our return policy.
9. How to Contact Us
For any questions regarding returns, replacements or refunds, please contact:
Positivekidsplanet
📧 positivekidsplanet@gmail.com
Please mention your Order Number in your email so that we can assist you faster.
Our Promise ❤️
We want every Positivekidsplanet order to bring more joy, creativity and meaningful play to your child's day. If something isn't right, please reach out—we're here to help.