Refund policy

At Simply Kids, customer satisfaction and product safety are our highest priorities. Since our products are personal care and hygiene-related items intended for children, we follow a strict replacement-only policy for delivered orders.

Please read this policy carefully before placing your order.

1. General Policy

We do not offer monetary refunds on delivered orders.

For delivered products, we only offer replacement of eligible items if the product is received in a damaged, expired, defective, leaked, spilled, or incorrect condition.

Monetary refunds are only available for eligible cancellations made before dispatch.

2. Eligibility for Replacement

You may request a replacement if the product delivered to you is damaged, expired, leaked, spilled during transit, defective, or if you received the wrong product.

Replacement requests must be raised within 7 working days from the date of delivery.

To be eligible, the issue must be clearly visible at the time of opening the parcel and must be supported by proper proof, including an unboxing video and photographs.

Products that have been opened, used, tampered with, or consumed after delivery are not eligible for replacement unless they were already damaged, expired, leaked, spilled, or defective when delivered.

3. Non-Returnable and Non-Exchangeable Products

For hygiene, safety, and child-care reasons, certain products cannot be returned or exchanged once delivered.

This includes opened or used personal care products such as shampoo, conditioner, body wash, body lotion, body oil, hair oil, and similar products.

Products with broken seals, damaged primary packaging caused after delivery, items marked as “Final Sale”, clearance sale items, free gifts, combo offers, and promotional products are also not eligible for return, exchange, or replacement unless they are received in a damaged or defective condition.

4. Mandatory Unboxing Video Requirement

An unboxing video is mandatory for all replacement requests.

The video must be recorded at the exact time of opening the parcel and must clearly show the sealed outer packaging from all sides before opening. It should also clearly capture the internal packaging, the product condition, batch number, manufacturing date, expiry date, and any visible leakage, damage, defect, or spillage.

The recording must be continuous, without pauses, cuts, edits, or interruptions.

Claims submitted without an unboxing video, or with an incomplete or edited video, may be rejected.

5. How to Raise a Replacement Request

If your order qualifies for a replacement, you must email us at support@simplykids.in within 7 working days of delivery.

Your email should include your order number, details of the issue, clear photographs of the product and packaging, and the mandatory unboxing video.

The recommended subject line is: “Replacement Request – Order #[Your Order ID]”.

Once we receive your request, our team will review it and respond within 2 working days.

6. Return Pickup and Replacement Timeline

If your replacement request is approved, we will arrange a pickup of the affected product at no additional cost to you.

Our courier partner will usually attempt pickup within 72 hours of approval, excluding Sundays and public holidays.

Once the returned item is received and verified by our team, the replacement product will be dispatched within 7 working days.

If your request does not meet the eligibility criteria, we will inform you of the reason for rejection.

7. Cancellation Policy

Orders may be cancelled within 12 hours of placement or before dispatch, whichever is earlier.

To request a cancellation, please email support@simplykids.in with your order number.

If an order is placed outside business hours, the cancellation period still starts from the exact time of order placement.

Once an order has been dispatched, it cannot be cancelled.

8. Refund Policy for Cancelled Orders

If your cancellation request is approved before dispatch, a full refund will be issued to the original payment method.

Refund timelines may vary depending on the payment mode.

Refunds for UPI, wallets, and net banking transactions are generally processed within 5 to 7 business days.

Refunds for debit cards and credit cards are generally processed within 7 to 10 business days, although banks may take additional time to reflect the amount in your account.

Shipping charges, COD charges, convenience fees, and gift wrap charges, if any, may not be refundable unless the cancellation is due to our error.

9. Failed Deliveries and Refused Orders

If an order is returned to us because the delivery could not be completed due to an incorrect address, multiple failed delivery attempts, refusal to accept the parcel, or non-availability of the customer, we reserve the right to deduct applicable shipping and return handling charges from any refund amount.

Repeated cases of refused deliveries or fake orders may lead to restriction or suspension of future orders.

10. Force Majeure

Simply Kids shall not be held responsible for delays in dispatch, delivery, replacement processing, or refunds caused by events beyond our reasonable control.

These events may include natural disasters, floods, strikes, transport disruptions, lockdowns, pandemic restrictions, government actions, internet outages, or courier network delays.

In such cases, we will make reasonable efforts to keep you informed and provide revised timelines.

11. Grievance Officer

In accordance with the Consumer Protection (E-Commerce) Rules, 2020, if you have an unresolved complaint relating to returns, refunds, cancellations, or replacements, you may contact our Grievance Officer.

Keshni Gupta
CEO & Grievance Officer
Email: ceo@simplykids.in
Phone: +91-6297450751

Complaints will be acknowledged within 48 hours and resolved within 30 days.

If you remain unsatisfied, you may further escalate your concern to the National Consumer Helpline at 1800-11-4000.