Refund & Returns Policy

Last Updated: August 2026

At Kids Street Baby Shop, we want you to be happy with your purchase. If an item is faulty, damaged, incorrect, or otherwise eligible for return, we will do our best to resolve the issue fairly and promptly.

This policy explains when returns, exchanges, refunds, and store credits may be available for purchases made through kidstreetbaby.com or directly from Kids Street.

1. Return Period

Eligible items may be returned within 7 days of delivery or collection.

To qualify for a return, the item should generally be:

• Unused and unworn

• In its original condition

• In its original packaging

• Complete with tags, seals, manuals, accessories, and any free items supplied with it

• Accompanied by proof of purchase

Returns requested after the return period may not be accepted unless the product is faulty and applicable law provides otherwise.

2. Items Eligible for Return

We may accept returns where:

• The wrong item was delivered

• The product arrived damaged

• The product is defective or faulty

• The item does not match the product ordered

• An eligible unused product is returned within the applicable return period

All returns are subject to inspection before an exchange, refund, or store credit is approved.

3. Items That Cannot Normally Be Returned

For hygiene, health, and safety reasons, certain products cannot be returned once opened, used, or where the protective seal has been broken.

These may include:

• Breast pumps and breast pump accessories

• Feeding bottles, teats, nipples, and pacifiers

• Breastfeeding accessories

• Personal care and hygiene products

• Skincare products

• Toiletries and grooming products

• Diapers and changing products

• Maternity and postpartum hygiene products

• Underwear or intimate items

• Opened food, formula, or consumable products

• Products that have been personalised or specially ordered

This restriction does not affect your rights where an item is defective, damaged, incorrectly supplied, or otherwise protected under applicable consumer law.

4. Sale and Promotional Items

Sale, clearance, and promotional items may only be returned where they are:

• Faulty

• Damaged

• Incorrectly supplied

Change-of-mind returns for clearance or final-sale items may not be accepted where this was clearly indicated at the time of purchase.

5. Damaged or Faulty Products

Please inspect your order as soon as possible after delivery.

If an item arrives damaged or appears defective, contact us promptly and provide:

• Your name

• Order number

• Description of the issue

• Clear photographs or videos showing the problem

• Photographs of the packaging where relevant

We may request additional information or inspect the item before approving the return.

Where the product is confirmed to be defective, damaged, or incorrectly supplied, we may offer an appropriate remedy, including a replacement, exchange, repair, store credit, or refund.

6. Incorrect Items

If we send you an item different from what you ordered, please contact us as soon as possible.

The product should remain unused and in its original packaging while we arrange the appropriate replacement or return.

Where the error is ours, Kids Street will normally cover the reasonable cost of returning the incorrect product and sending the correct item.

7. Change-of-Mind Returns

Where accepted, change-of-mind returns must be requested within the applicable return period.

The item must be unused, undamaged, and in a resaleable condition with its original packaging intact.

The customer may be responsible for delivery or return costs associated with a change-of-mind return.

Certain hygiene-sensitive or excluded products cannot be returned simply because the customer has changed their mind.

8. Exchanges

Eligible products may be exchanged subject to stock availability.

If the replacement item:

• Costs more, the customer will be required to pay the difference.

• Costs less, the balance may be refunded or issued as store credit, depending on the circumstances.

If the requested replacement is unavailable, we may offer an alternative product, store credit, or refund where appropriate.

9. Refunds

Once we receive and inspect an approved return, we will notify you of the outcome.

Approved refunds will generally be made using the original payment method where reasonably possible.

Refund processing times may vary depending on:

• The payment method used

• The bank or payment provider

• Mobile money processing times

• Internal verification requirements

Shipping or delivery fees are generally non-refundable where the return is due solely to a change of mind.

Where the item was faulty, damaged, or incorrectly supplied, applicable delivery charges may also be refunded.

10. Store Credit

In some cases, we may offer store credit instead of a cash refund.

Store credit may be appropriate where:

• The customer requests it

• An exchange item is unavailable

• A promotional or special return is approved

• The original payment method cannot reasonably be reversed

Any applicable terms or validity period for store credit will be communicated when it is issued.

11. Return Delivery Costs

Return delivery costs depend on the reason for the return.

Kids Street may cover return costs where:

• The item is faulty

• The item arrived damaged

• The wrong product was delivered

The customer may be responsible for return costs where:

• The return is due to a change of mind

• The wrong size, colour, or variant was selected by the customer

• The customer no longer wants the item

Please contact us before sending any item back so we can confirm the appropriate return process.

12. Delivery Damage

If the external packaging appears damaged at the time of delivery, we recommend photographing the package before opening it.

Please notify us promptly if the product inside is also damaged.

Keeping the packaging until the issue is resolved may help us assess the claim.

13. Product Compatibility and Suitability

Customers are encouraged to review product descriptions, sizing information, age guidance, specifications, and compatibility before purchasing.

If you are unsure whether a product is suitable, please contact our team before placing your order.

We are happy to help you choose the most appropriate option.

14. Manufacturer Warranties

Some products may be covered by a manufacturer’s warranty.

Where applicable, warranty claims may be handled by Kids Street, the distributor, or the manufacturer depending on the product and warranty terms.

Damage resulting from misuse, accidental damage, unauthorised modification, incorrect installation, or normal wear and tear may not be covered.

15. Cancelling an Order

If you need to cancel an order, contact us as quickly as possible.

If the order has not yet been processed or dispatched, we may be able to cancel it.

Once an order has been dispatched, it may need to be handled as a return and applicable delivery charges may apply.

16. Refused or Uncollected Deliveries

If a confirmed order is refused without a valid reason, or if repeated delivery attempts fail due to incorrect customer information or lack of availability, additional delivery charges may apply before the order is resent.

Any refund approved in such circumstances may be reduced by reasonable delivery or return costs where permitted.

17. How to Request a Return

Before returning an item, please contact Kids Street so that we can review your request and provide return instructions.

Please provide:

• Your full name

• Order number

• Product name

• Reason for return

• Supporting photos or videos where relevant

Do not send products back without first contacting us, as this may delay processing.

18. Consumer Rights

Nothing in this Refund & Returns Policy is intended to limit any rights available to customers under applicable Kenyan consumer protection law.

Where this policy conflicts with a mandatory legal right, the applicable law will prevail.

19. Contact Us

For returns, exchanges, refunds, or product concerns, contact us through:

Kids Street Baby Shop
Greenhouse Mall, Ngong Road
Nairobi, Kenya

Phone: +254 780 589 733
Email: info@kidstreetbaby.com
Website: kidstreetbaby.com

Our team will guide you through the appropriate next steps.

Shop With Confidence

We carefully select the products we offer and want every Kids Street customer to have a positive shopping experience. If something is not right with your order, please contact us and we will work with you toward an appropriate solution.