Refund policy

Return and Refund Policy

Last updated: 8 September 2026

At KomodoKidz, we want you to be happy with your purchase. This policy explains how to return items, request a refund, and report an item that is faulty, damaged, or not as described.

Nothing in this policy affects your statutory rights under UK consumer law.

Change-of-mind returns

If you change your mind about an online purchase, you may cancel your order within 14 calendar days of receiving the goods, without needing to give a reason.

To cancel, please contact us within this 14-day period. After notifying us, you must send the goods back within a further 14 calendar days.

To request a change-of-mind return, contact us at:

Email: hello@komodokidz.com

Please include your order number, the item or items you wish to return, and the reason for the return if you wish to provide one.

Condition of returned items

Items should be returned in the condition in which you received them.

For new books, toys, art supplies, lunch bags, water bottles, and other accessories, items should be unused and returned with their original packaging, tags, parts, and accessories where applicable.

For secondhand or preloved books, the book should be returned in the same condition as received. Normal wear that was clearly described or shown in the product listing is not considered a fault. However, if the book is materially different from its description, has undisclosed damage, or is not the edition or item ordered, please contact us so we can resolve the issue.

You may handle an item as reasonably necessary to inspect its nature, condition, and functionality. If an item has been used or handled beyond what is reasonably necessary, we may reduce the refund to reflect any resulting loss in value.

Faulty, damaged, or misdescribed items

If an item arrives faulty, damaged, incomplete, or significantly different from its description, please contact us as soon as possible at hello@komodokiz.com.

Please include your order number and, where helpful, photographs of the item or packaging. We will assess the issue and provide the appropriate remedy under UK consumer law. This may include a repair, replacement, price reduction, or refund, depending on the circumstances.

We will cover reasonable return postage costs for items that are confirmed to be faulty, damaged, or misdescribed.

Your statutory rights for faulty or misdescribed goods are not limited by the 14-day change-of-mind return period.

Return postage

For change-of-mind returns, you are responsible for the direct cost of return postage, provided this was explained before you placed your order.

We recommend using a tracked postal service and keeping proof of postage. We cannot be responsible for items lost or damaged while being returned until they reach us.

If the return is because the item is faulty, damaged, incomplete, or not as described, we will cover reasonable return postage costs. Please contact us before sending the item back so that we can provide instructions.

How to return an item

Please contact us before returning an item:

Email: hello@komodokidz.com

We will provide return instructions and confirm the return address:

Return address:
Unit 3250

100 St. Mary's Road,

SO14 0AL Southampton, United Kingdom

Please package the item securely and include your order number inside the parcel. The customer is responsible for ensuring that change-of-mind returns are packaged safely and sent to the correct address.

Refunds

Once we receive the returned goods, we will inspect them and notify you whether the refund has been approved.

For a valid change-of-mind cancellation, we will refund the price of the returned goods and the cost of the original standard delivery service. If you chose a more expensive delivery option, we will refund only the cost of the least expensive standard delivery option that we offered.

Refunds will be made to the original payment method. We will process the refund within 14 calendar days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier. In some cases, we may wait until the goods have been received or you have provided evidence that they have been sent back.

Your bank or payment provider may take additional time to show the refund in your account.

If an item has been used or handled beyond what is reasonably necessary to inspect it, we may deduct an amount from the refund to reflect the reduction in value. We will explain any deduction to you.

Exchanges

We do not guarantee exchanges for change-of-mind returns because stock may be limited. If you would like a different item, please return the original item for a refund and place a new order.

If an item is faulty, damaged, incomplete, or not as described, we will discuss the most appropriate solution with you, which may include a replacement where available.

Items that cannot be returned

Items may not be eligible for a change-of-mind return if they have been damaged, used beyond reasonable inspection, or returned with missing parts, packaging, tags, or accessories that were included when the order was delivered.

Any product-specific return exclusions will be clearly stated on the product page before purchase.

Your Statutory Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013, including your 14-day cooling-off period for online purchases.