Refund & Cancellation Policy – Kidsavia

At Kidsavia, your satisfaction is our priority. We’re committed to providing a delightful shopping experience for families across the GCC. Please review our Refund & Cancellation Policy to understand how we handle returns, exchanges, and cancellations.

Return & Exchange Policy

We offer returns or exchanges within 7 days of delivery on most products. Items must be unused, in original packaging, and in resellable condition. Eligible returns will receive a full refund or exchange.

Returns/Exchanges are only accepted in the following cases:

  • Wrong product delivered
  • Defective item
  • Product damaged in shipping
  • Product is tampered or incomplete

Note: Personalised or custom-made products (e.g. name-tagged boxes or made-to-order items) cannot be returned or exchanged under any circumstances.

Order Cancellation Policy

Orders may only be cancelled within 24 hours of placement, provided they have not entered processing or dispatch. After that point, production or packaging may have begun and cancellation will not be possible.

To cancel your order within the allowable window, please email us at contact@kidsavia.com with your order number and subject line “Cancel Order”.

Refund Process

If requesting a refund due to a defect or incorrect product, please notify us within 24 hours of delivery. Any issues should be reported at the time of delivery if possible.

After we approve your refund request, return the item in its original packaging to our address at your own shipping expense. Once the item is received and inspected (within approximately 72 hours), we will process the refund.

  • Refunds are issued to the original payment method.
  • Processing time may take 10 to 45 business days, depending on your bank or card issuer.

Exchange Requests

We are happy to exchange  subject to availability.

  • Sizing is based on our provided size guides. We encourage reviewing this carefully before ordering.
  • Exchange requests must be submitted via email with clear explanation and photos if necessary.
  • If approved, the customer must return the item via a trackable courier (e.g. DHL) at their own expense.
  • In some cases, we may request the customer to cover the shipping cost of the exchanged product.

Color & Product Variations

Due to screen differences, photography lighting, and packaging, slight color variations may occur. We do not accept returns for minor color or material differences unless they significantly impact the product’s intended use.

When Refunds or Exchanges Are Not Available

Customers are not eligible for return, refund, or exchange in the following cases:

  • Change of mind
  • Ordered the wrong product or size
  • Found the product cheaper or better elsewhere
  • Were informed of a product’s defect before purchase
  • Damaged the product after delivery through misuse
  • Ordered a personalised or custom product

Consumer Protection & Product Guarantees

If a product has a minor fault, we will offer to:

  • Repair it within a reasonable time
  • Replace it with an identical or similar item
  • Offer a partial or full refund

Our guarantee also applies to replacement items.

If there is a major fault or if the item cannot be repaired in a timely manner, a full refund or replacement will be offered in accordance with regional consumer protection laws.

How to Contact Us

To initiate a return, cancellation, or refund request:

  • Email: contact@kidsavia.com
  • Include your order number and reason for request
  • Attach photos if applicable

We aim to respond within 48 hours.

Thank you for choosing Kidsavia – where play and learning go hand in hand.

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