Refund Policy

When you buy through Kidching, you are also paying for our Buyer Transaction Assurance (BTA) which entitles you to a refund if your item:

  1. Fails to arrive within a reasonable timeframe
  2. Is damaged in transit (We highly recommend refusing the parcel if it has been visibly damaged in transit – this will help you in getting a refund)
  3. Deviates significantly from the original description

Buyer Transaction Assurance (BTA)

BTA is a fee paid for by the buyer, and is a variable amount ranging from 7-30% (inc VAT) of the agreed price of an item. BTA is mandatory for all orders through Kidching and is automatically added to the price of an item at checkout.

BTA is there to protect your purchases. Your money will not be transferred to the Seller until the item has safely arrived and matches the description.

If any of the above happens, you must select the ‘Report an Issue’ button within 2 days of the item being marked as delivered. We will ask you for some evidence and proof to support your claim and will ensure you get refunded for your purchase.

Our support team is on hand to ensure the process is as smooth as possible.

If your purchased item doesn’t fit or you don’t like the item, unfortunately, Buyer Transaction Assurance doesn’t cover you in these cases. You can still contact the Seller and discuss return options between you, but it is up to the Seller to accept or not.

How to return an item

If your item arrives and is substantially different from its description, you are entitled to return it for a full refund.

If your item has been damaged during transit, you should contact us and we will do our best to sort it out.

If returning an item, it must be returned to the Seller in the condition it was received, i.e. you cannot wear it and wash it. The Buyer is responsible for the cost of returning the item.

  1. Initially you must inform us by clicking the Report an Issue button within 2 days of the item being marked as delivered.
  2. Send proof to us and the Seller – this must include showing the damage to the item, clearly visible, the item’s packaging if there was any damage incurred, and the parts of the item that do not match the description.
  3. This will put a hold on the funds.
  4. Kidching will review the case and the information provided above and inform both the Buyer and Seller of the next steps to take.

You must ensure you do this within 2 days of the item being marked as delivered, as the funds will be automatically released to the Seller, and you will no longer be able to claim a refund through Kidching.

If it is agreed you are owed a refund, we will then give the Seller 2 days to send their returns details. You will need to arrange the return as we do not issue returns labels. You will then have 3 days to send the item using a tracked shipping method (unless the Seller agrees otherwise).

You must then send us the following:

  1. Valid tracking number
  2. Photo of the item in the packaging
  3. Photo of the shipping label with tracking code, with the Sender and recipients’ name and address clearly visible.
  4. We will check this information and send you the refund if everything is correct or once the Seller claims the parcel.


It is important that you do not miss the 3-day timeframe to return the parcel, or we cannot offer you a refund. We will complete the order and release the funds to the Seller.

Also, if the Seller disputes your claim, we will investigate the issue further.

For any further questions or assistance, please reach out to Kidching’s customer support here: [email protected]