Refund Policy

This Refund Policy explains how refunds and returns work on Kidora for purchases from both standard sellers and Pro sellers. Different rules apply depending on the type of seller. Pro sellers can be identified by the Pro label shown on their profile and listings.

For information about the mandatory Kidora Fee, Buyer Protection, secure payments and support, please see our Kidora Fee & Buyer Protection Policy.

1. Refunds for purchases from standard sellers

Items sold by standard sellers are generally not returnable simply because you change your mind. Refunds and returns are available in certain situations, including where an item does not arrive, arrives damaged, or is significantly not as described.

When a refund may be available

You may be eligible for a refund if:

Your item was never shipped or is lost.
It arrives damaged.
It is significantly not as described.

Refunds outside these situations are not generally available for purchases from standard sellers unless the seller agrees or applicable law requires otherwise.

How to request a refund

Contact the seller first through Kidora messages to explain the issue and try to resolve it directly.
If the issue remains unresolved, visit our Contact Us page to email us or start a live chat.
Provide any information or evidence reasonably requested so the issue can be reviewed properly.

You’ll have 2 days from delivery to report an issue. If the item has not arrived, you should report this within 7 days from the order date or expected delivery timeframe, depending on the circumstances of the order.

What may be refunded

If a full refund is approved for an eligible standard seller order, the refund may include:

the item price;
the Kidora Fee; and
the original delivery charge, where applicable under the circumstances of the refund.

For bundle purchases where only part of the bundle is refunded, the Kidora Fee refund will normally be calculated proportionally based on 5% of the refunded item or items. The fixed £0.70 part of the Kidora 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.

Return shipping costs

Where a return is required because the item is damaged, significantly not as described, the wrong item was sent, or another eligible seller-related issue is confirmed, the seller is responsible for the reasonable cost of tracked return shipping.

Where a standard seller voluntarily agrees to a return for a reason not covered by this Refund Policy, such as a change of mind, the buyer will normally be responsible for the return shipping cost unless otherwise agreed with the seller.

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. If you accept a partial refund, you may receive:

a portion of the item price; and
where applicable, a proportional refund of the Kidora Fee based on the refunded amount.

Partial refunds do not normally include shipping.

Once an issue is reported

Seller payout remains pending with the payment provider while an eligible issue reported in time is being reviewed.
Our team can step in where needed to help review the issue and support the refund process.

2. Refunds, returns and cancellations for purchases from Pro sellers

When you buy from a Pro seller, Buyer Protection applies alongside any statutory consumer rights you may have. These rights are separate from the Kidora Fee and cannot be removed or reduced by this Refund Policy.

14-day right to cancel for most online purchases

For most online purchases from a Pro seller, you may cancel the order without giving a reason within 14 calendar days, starting from the day after you receive the goods, unless a legal exception applies.

To exercise this right, you should clearly inform the Pro seller through Kidora messages that you want to cancel and return the order.

After informing the Pro seller that you are cancelling, you will normally have a further 14 days to send the goods back.

Important: The 14-day cancellation right is separate from your rights where goods are faulty, damaged, not as described, or otherwise do not conform to the contract.

Faulty, damaged or not-as-described goods

Where goods bought from a Pro seller are faulty, damaged, significantly not as described, or otherwise do not conform to the contract, statutory remedies may apply in addition to Kidora Buyer Protection. This can include the statutory short-term right to reject qualifying goods, which normally lasts 30 days, as well as rights to repair, replacement, price reduction or a refund where applicable.

Nothing in this Refund Policy limits any statutory rights that apply to a purchase from a Pro seller.

What happens after you request a refund or cancellation

Once a request is made through Kidora:

The order may be temporarily suspended while the issue, return or cancellation is reviewed.
Seller payout may continue to remain pending with our payment provider.
The Pro seller will be informed of the return, cancellation or issue.
The return or refund process can begin once the next steps are confirmed.

If you need help at any point, visit our Contact Us page. Where appropriate, Kidora may help facilitate communication and the refund process.

Returning the item

Where a return is required, use an appropriately tracked delivery method where reasonably possible 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. Where the whole order is cancelled under the right of withdrawal, all items covered by that cancellation may need to be returned.

Return shipping costs

Where the return is based on a change of mind or the 14-day right of withdrawal, the buyer will usually be responsible for the return shipping cost if the Pro seller properly informed the buyer of that responsibility before purchase.

Where the return relates to faulty, damaged, significantly not-as-described or otherwise non-conforming goods, the Pro seller is responsible for the reasonable cost of returning the goods where required by applicable law.

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

If the parcel did not arrive

If your parcel has not arrived, 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.

What may be refunded

If a refund is approved following a valid statutory cancellation or withdrawal from a Pro seller order, the refund may include:

the item price;
the Kidora Fee; and
the basic outbound delivery charge paid for the order, where required by applicable law.

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

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 returned to the same payment method used for the order. Processing times can vary depending on your bank or payment provider.

Partial refunds

In some cases, a Pro seller may offer a partial refund if the item is not as described but you would prefer to keep it rather than return it.

You may receive a portion of the item price.
Where applicable, a proportional part of the Kidora Fee may also be refunded based on the refunded amount.

Partial refunds do not normally include shipping costs.

Exceptions to the 14-day right to cancel

The 14-day right to cancel 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 14-day right to cancel. Other statutory rights may still apply where the item is faulty, damaged, not as described or otherwise does not conform to the contract.

3. InPost delivery refunds and label cancellation

Where an eligible refund includes the original InPost delivery charge, that delivery amount is included in the refund to the buyer where applicable. The seller will not be charged the buyer's original InPost delivery cost.

If a refund or cancellation is processed before the parcel has been dropped off and no parcel-en-route tracking event has been recorded, the unused InPost label is automatically cancelled through Sendcloud. If the parcel has already been dropped off and entered the InPost network, the shipping label is not cancelled.

If an InPost parcel is being returned to the seller, the order may show Returning. If there is a delivery issue that temporarily prevents the order from progressing, it may show On Hold. These delivery statuses do not by themselves determine whether a refund is due; the refund, return and cancellation rules in this policy and any applicable statutory rights still apply.

4. Need help?

For the best protection, request returns, cancellations and refunds through Kidora so the transaction can be properly tracked within our system.

If you have spoken to the seller and still need assistance, visit our Contact Us page to email us or start a live chat.

5. Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes in our services, legal requirements or operational processes. The version that applies to a transaction is the version in effect when the relevant transaction was made, unless applicable law requires otherwise.

Last updated: 29 September 2026.