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Pro Refund Policy

Note: If you bought from a non-Pro seller, please see our Refund Policy and Buyer Protection Policy instead.

When you buy from a Pro seller on Kidora, your purchase is covered by Pro Buyer Protection and may also benefit from your legal right of withdrawal, unless a legal exception applies.

In most cases, this means you may request to cancel and return an order within 14 calendar days, starting from the day after you receive it.

If your parcel does not arrive, the relevant refund period will generally start from the date the order is considered lost or from when it should reasonably have been delivered, depending on the circumstances.

1. Requesting a refund within 14 days

To request a return through Kidora, you should contact the seller through Kidora messages from the My Orders screen and clearly state that you want to return the item.

You may exercise your right of withdrawal by clearly informing the Pro seller that you want to cancel and return the order.

If you choose to return the item directly, you will need to organise the return shipping yourself and take reasonable care to ensure the item is returned safely.

Unless otherwise agreed or unless the law requires otherwise, the buyer is responsible for sending the return back to the seller. Kidora is not responsible for shipping issues, delays, loss, or damage during the return journey.

Important: If you do not request a refund within 14 days where the right of withdrawal applies, the order may be treated as completed and payment may be released to the Pro seller.

2. What happens after you request a refund

Once a refund request is made through Kidora:

  1. The order may be temporarily suspended while the issue is reviewed.
  2. Your payment may continue to be held securely by our payment provider.
  3. The Pro seller will be informed that you want to return or cancel the item.
  4. The return process can begin once the next steps are confirmed.

If you need help at any point, you can contact our support team through Contact Us. Where appropriate, we may help facilitate the process.

3. Returning the item

After you request a refund, you will normally have another 14 days to send the item back, starting from the date you told the seller that you wanted to withdraw from the order.

Where possible, returns should be sent using an appropriately tracked delivery method so the return can be verified more easily and safely.

If your order included multiple items, you may only need to return the affected item or items, depending on the circumstances and what has been agreed. Where the whole order is cancelled under your right of withdrawal, all items in the order may need to be returned.

4. Return shipping costs

The cost of return shipping will depend on the return method used and any arrangements made during the return process.

Where the return is based on a change of mind or the right of withdrawal, the buyer will usually be responsible for the return shipping cost, provided this was properly disclosed before purchase.

Where the return relates to an issue such as the item being faulty, damaged, not delivered, or significantly not as described, return shipping may be handled differently depending on the circumstances, the seller’s obligations, and applicable law.

Unless otherwise agreed, Kidora is not responsible for shipping issues, delays, loss, or damage during the return journey.

5. If the parcel did not arrive

If your parcel has not arrived, you should report the issue within 14 days from the date the parcel should have been delivered or from when you are notified that it may be lost.

Once reported, the delivery status can be investigated. If the parcel is confirmed as lost, the order may be cancelled and a refund may be issued.

6. Receiving your refund

For the best protection, always request your refund through Kidora. This helps ensure the transaction is properly tracked and handled within our system.

If your refund is approved following a valid statutory cancellation or withdrawal from a Pro seller order, you will receive a refund of:

  • the item price;
  • the Pro Buyer Protection fee; and
  • the basic outbound delivery charge paid for the order, where required by applicable law.

If the refund relates instead to an issue such as non-delivery, damage, fault, or the item being significantly not as described, the refund may also include delivery charges where applicable under law or where appropriate in the circumstances.

For bundle purchases where only part of the bundle is refunded, the Pro Buyer Protection fee refund will normally be calculated proportionally based on 5% of the refunded item or items. The fixed £0.70 part of the Pro Buyer Protection fee is generally non-refundable where part of a bundle is kept.

Any transaction fees charged by the payment provider in connection with a refund remain the responsibility of the seller, unless Kidora expressly agrees otherwise.

Refunds are generally sent back to the same payment method used for the order. Processing times can vary depending on your bank or payment provider.

7. Partial Refunds

In some cases, a seller may offer a partial refund if the item is not as described but you would prefer to keep it instead of returning it.

If you accept a partial refund, you may receive:

  • a portion of the item price; and
  • where applicable, a proportional part of the Pro Buyer Protection fee based on the refunded amount.

Partial refunds do not normally include shipping costs.

8. Exceptions to the right of withdrawal

Your right of withdrawal may not apply in certain legally excluded cases. Examples can include:

  • personalised or custom-made items;
  • sealed goods that are not suitable for return once opened for health or hygiene reasons;
  • certain sealed media or software once opened.

If an exception applies, the order may not be eligible for cancellation under the right of withdrawal, although other rights may still apply where the item is faulty, damaged, or not as described.

9. Need help?

If you need help with a Pro order return or refund, please visit our Contact Us page.

10. Changes to This Pro Refund Policy

We may update this Pro Refund Policy from time to time to reflect changes in our services, legal requirements, or operational processes. Please review it regularly. Continued use of Kidora after any update means you accept the latest version of this policy.

Last updated: 24 April 2026