Refund policy
KidsVIP purchase protection
Returns, clearly explained.
Know what qualifies, who covers return shipping and what happens after your request is approved.
Eligible returns must be new and unopened
Eligible items may be returned within 14 days from the date of delivery. Items returned without prior authorization will not be accepted.
Product condition
- Brand new, unused and unassembled
- Unopened and sealed in the original packaging
- All parts, accessories, manuals and tags included
- Receipt or proof of purchase provided
Restocking fee
Approved non-defective returns are subject to a 5% restocking fee. This fee does not apply when KidsVIP confirms that the item arrived damaged, defective or incorrect.
Who covers the return cost?
Change of mind or preference
If you ordered the wrong item, changed your mind or no longer want the product, you are responsible for the return shipping cost. KidsVIP does not cover return shipping for change-of-mind or preference-based returns.
Damaged, defective or incorrect
KidsVIP will cover the approved return shipping cost only when we confirm that the item arrived damaged, defective or incorrect. Approval is required before shipping the item back.
Inspect before assembly
Report damaged, defective or incorrect items immediately to support@kidsvip.ca with clear photos or video. If damage is reported after assembly, we may be unable to verify it as a manufacturing or delivery issue. After review, replacement parts may be offered at the customer's expense.
Final-sale and non-returnable items
These items cannot be returned, exchanged or refunded:
- Parts and replacement components
- Sale or clearance items
- Gift cards
- Custom, personalized or special-order products
- Opened, used or assembled items
- Unauthorized or customer-damaged returns
How to request a return
We do not process direct exchanges. For an eligible product, complete the return and place a separate order for the item you want.
Contact us
Email info@kidsvip.ca with your order number, item and reason for the request.
Wait for approval
KidsVIP will review the request and provide instructions for an approved return by mail or in store.
Inspection and refund
After inspection, approved refunds are issued to the original payment method within 48 hours of approval.
Your bank or credit-card provider may require additional time to post the refund to your account.
Need help with a return?
For return questions, contact info@kidsvip.ca. For damaged, defective or incorrect items, contact support@kidsvip.ca.
180 Trowers Rd., Unit 16
Woodbridge, ON L4L 5Z6
Canada