Free delivery on orders ৳1,999+
Return, Exchange & Refund Policy
Last Updated: 11 September 2026
At KiddoHugs, we want every purchase to feel considered, reliable and reassuring. If something is not right with your order, this policy explains when a product may be returned or exchanged, how damaged or incorrect items are handled, how refunds are processed, and the responsibilities of both the customer and KiddoHugs.
This policy should be read together with our Shipping & Delivery Policy and Terms & Conditions.
1. Return Request Window
Eligible return requests should be submitted within 7 calendar days from the date the order is delivered.
A return request does not automatically mean that the product has been approved for return. Eligibility will depend on the reason for return, the condition of the item and the requirements described in this policy.
Nothing in this policy is intended to remove any mandatory rights a customer may have under applicable law.
2. Eligible Change-of-Mind Returns
For eligible products, KiddoHugs accepts change-of-mind returns within the 7-day return window where the item remains in returnable condition.
To qualify, the product must normally be:
- unused and unworn;
- unwashed and unaltered;
- free from damage, marks, odour or signs of use;
- returned with original tags, labels and hygiene seals intact where applicable;
- returned with its original packaging and accessories where reasonably possible; and
- accompanied by sufficient order information to verify the purchase.
KiddoHugs may reasonably decline a change-of-mind return if the item no longer meets these conditions.
3. Exchanges
Eligible products may be requested for exchange within 7 calendar days of delivery, subject to product condition and stock availability.
Where the requested replacement is unavailable, the customer may be offered an available alternative, an eligible refund, or store credit where the customer voluntarily chooses that option.
KiddoHugs will not require a customer to accept store credit instead of a refund where a refund is otherwise due.
4. Pierced Earrings and Hygiene-Sensitive Items
For hygiene reasons, pierced earrings that have been opened from a hygiene-sealed package, worn or tried on are not eligible for change-of-mind return or exchange.
This restriction does not apply where the item supplied by KiddoHugs is genuinely defective, damaged, incorrect, or otherwise subject to rights that cannot lawfully be excluded.
If another product is specifically subject to a hygiene restriction in the future, that restriction will be clearly disclosed before purchase.
5. Gift Sets
Gift Sets should normally be returned as a complete set, including the products, included accessories, packaging and any items supplied as part of that set.
A customer should not remove selected items from a Gift Set and return only the remaining portion as a change-of-mind return.
Where only part of a Gift Set is defective, damaged, missing or incorrect, KiddoHugs may offer an appropriate replacement or other remedy based on the circumstances.
6. Damaged, Defective, Incorrect or Missing Items
If an order arrives damaged, defective, contains the wrong item, or appears to be missing an item, please contact KiddoHugs as soon as reasonably possible.
For visible delivery-related problems, we strongly recommend reporting the issue within 48 hours of delivery so that we can investigate the shipment, packaging and courier records promptly.
A genuine claim will not automatically be rejected solely because the customer did not contact us within 48 hours where the issue could not reasonably have been identified earlier or where applicable law provides otherwise.
7. Evidence for a Product Claim
To help us investigate a damaged, defective, incorrect or missing-item claim, we may reasonably request:
- Order ID;
- the registered phone number used for the order;
- clear photographs of the product;
- photographs of the packaging and courier label where relevant; and
- a description of the issue.
An unboxing video may be useful where available, but KiddoHugs does not make an unboxing video an absolute condition for every legitimate claim.
We may reject evidence that appears altered, misleading or unrelated to the relevant order.
8. Return Shipping Costs
Where a return is requested only because the customer has changed their mind, ordered the wrong item, or no longer wants an otherwise correct product, the customer is responsible for the return shipping cost.
Where a return or replacement is required because KiddoHugs supplied an incorrect, defective or damaged product, KiddoHugs will bear or reimburse the reasonable applicable return/replacement shipping cost, subject to verification of the claim.
Customers should follow the return instructions provided by KiddoHugs before sending a parcel back.
9. Original Delivery Charges
For an ordinary change-of-mind return, the original delivery charge is non-refundable.
However, where an entire order must be refunded because KiddoHugs supplied an incorrect, materially defective or unusable order, the applicable original delivery charge may also be refunded or waived as appropriate.
A partial return does not automatically make the original delivery charge refundable.
10. Free-Delivery Orders
Where an order qualified for a free-delivery promotion and the customer later makes an ordinary eligible change-of-mind return, KiddoHugs will not normally impose the original outbound delivery charge retrospectively.
The customer will remain responsible for the return shipping cost unless the return is due to an error attributable to KiddoHugs.
Free-delivery thresholds and campaign terms may change from time to time. The offer displayed when the order is placed will apply to that order.
11. Free Gifts and Promotional Items
Where a free gift was provided because an order met a promotional condition, the gift should normally be returned unused if the qualifying purchase is fully returned for refund.
If a promotional item is not returned, KiddoHugs may make an adjustment only where the relevant promotional condition or value was clearly disclosed before purchase and such an adjustment is legally permissible.
A defective promotional item will be handled reasonably according to the circumstances.
12. Sale and Promotional Products
A discounted or sale price does not, by itself, remove the customer’s rights where an item is defective, damaged or incorrect.
Eligible discounted products will normally follow the same return conditions as regularly priced items unless a specific product or promotion was clearly identified as Final Sale before purchase.
A Final Sale restriction will not be used to remove rights that cannot lawfully be excluded.
13. Product Condition Inspection
Returned items may be inspected before an exchange or refund is approved.
KiddoHugs may refuse or reduce an ordinary change-of-mind remedy where an item has been used, worn, altered, damaged after delivery, returned incomplete, or otherwise materially reduced in condition by the customer.
Normal inspection of an item solely to determine its nature or suitability will be considered reasonably and will not automatically be treated as misuse.
14. Customer-Caused Damage
KiddoHugs is not responsible for damage caused after delivery through misuse, improper handling, accidental damage, failure to follow product-care or safety instructions, or ordinary wear and tear.
This does not apply to defects that were already present when the product was supplied.
15. Color, Photography and Minor Variations
We make reasonable efforts to display products accurately.
However, product appearance may vary slightly because of screen settings, lighting, photography or minor manufacturing variation.
Reasonable minor variation will not necessarily constitute a defect.
This clause does not apply where the product received is materially different from what was ordered or where the website presentation was materially inaccurate.
16. Refund Approval
Once a returned item or claim has been received and assessed, KiddoHugs will notify the customer whether the refund has been approved, requires additional information, or cannot be accepted under this policy.
Where a claim is declined, we will aim to provide a reasonable explanation.
17. Refund Method — Cash on Delivery Orders
For eligible Cash on Delivery refunds, KiddoHugs will normally issue the refund through:
Bank transfer, or
bKash.
The customer may be asked to verify the account or mobile number used to receive the refund.
KiddoHugs will not request a password, card PIN or OTP in order to process a refund.
18. Future Online-Payment Refunds
KiddoHugs currently operates primarily through Cash on Delivery.
If online payment is introduced in the future, eligible refunds for online-paid orders will normally be returned through the original payment method or another method required or supported by the relevant payment service provider.
The final payment/refund procedure will be updated when a payment gateway is activated.
19. Refund Processing Time
Approved refunds are normally processed within 7–10 working days after the refund has been approved and any required return verification has been completed.
Bank, mobile financial service or future payment-gateway processing may affect when the refunded amount becomes visible to the customer.
Where applicable law or a payment provider requires a shorter timeframe, that requirement will take priority.
20. Exchanges and Replacement Shipping
Where an exchange is approved due solely to customer preference, the customer may be responsible for the applicable return and replacement delivery charges.
Where an exchange or replacement is necessary because of a verified KiddoHugs error, defect, wrong item or delivery-related damage attributable to the fulfilment process, KiddoHugs will normally cover the reasonable applicable replacement shipping cost.
21. Cancellation Before Dispatch
An order may normally be cancelled without an order-cancellation charge before the order has been dispatched or handed over to the courier, subject to the order’s processing status.
Customers should contact KiddoHugs as soon as possible if they wish to cancel.
A cancellation request is not confirmed until KiddoHugs has confirmed that fulfilment or courier handover has been stopped.
22. Cancellation After Dispatch
Once an order has been dispatched, cancellation cannot be guaranteed.
KiddoHugs may make reasonable efforts to stop or redirect a shipment where operationally possible.
If the shipment cannot be stopped, the matter may be handled under the applicable delivery, refused-order or return terms.
Customers should not deliberately refuse a correctly fulfilled Cash on Delivery order as a substitute for timely cancellation.
23. Order or Address Changes
Customers may request a reasonable change to delivery information or order details before dispatch.
A requested change is subject to stock availability and whether the order has already entered fulfilment or courier processing.
Once dispatched, product changes generally cannot be made, and address-related redelivery may be subject to the Shipping & Delivery Policy.
24. Suspected Fraud, Misuse or Repeated Abuse
KiddoHugs reserves the right to review return, refund, exchange or order activity where there is a reasonable indication of fraud or misuse, including materially false claims, altered evidence, repeated refused Cash on Delivery orders, unusual return patterns, or attempts to exploit promotional terms.
Where reasonably necessary, KiddoHugs may request additional order verification, decline a non-mandatory discretionary benefit, require advance payment for future orders, or refuse future transactions where lawful and proportionate.
This clause will not be used to deny a genuine customer claim merely because the customer has previously made a legitimate return.
25. Return Instructions
Before sending a return, customers should contact:
For order-related enquiries, please provide the Order ID and registered phone number used when placing the order.
KiddoHugs will provide the applicable return instructions after reviewing the request.
Customers should not send unsolicited return parcels to an address without first obtaining return instructions, as this may delay identification and processing.
26. Relationship With Shipping & Delivery
Where an issue relates to courier delay, unsuccessful delivery, incorrect address, redelivery or refused Cash on Delivery, the Shipping & Delivery Policy will also apply.
Where a delivery issue results in an eligible return, replacement or refund, this Return, Exchange & Refund Policy will govern the applicable remedy.
27. Policy Abuse Does Not Remove Genuine Rights
KiddoHugs may take reasonable steps to protect the business from fraudulent or abusive claims.
However, fraud-prevention measures will not be applied in a way that knowingly removes mandatory legal rights of a genuine customer.
28. Policy Updates
KiddoHugs may update this policy as products, operational processes, payment methods or legal requirements change.
The current version and its Last Updated date will be published on the website.
Material policy changes will normally apply prospectively and will not be used to retrospectively worsen return or refund terms already confirmed for an accepted order, except where required by law.