Refund policy
💛 Keino Kids Return & Refund Policy
At Keino Kids, every item is made with love, care, and creativity - and we want you and your little ones to be absolutely delighted with your order 🌈✨
Because many of our products are personalised or made to order, please read the following carefully before purchasing.
🧵 Personalised & Made-to-Order Items
Each personalised item is custom-created just for you — from T-shirts with your child’s name to themed accessories and seasonal edits.
For this reason, we do not accept returns, exchanges, or refunds on personalised or made-to-order items, except in cases where:
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The item arrives damaged or defective
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The incorrect name, size, or design was sent due to an error on our side
If any of the above applies, please contact us within 7 days of delivery at support@keinokids.com, including:
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Your order number
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A clear photo of the issue
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A short description of what went wrong
We will review your request and work to resolve it as quickly as possible, either through a replacement or store credit.
👕 Non-Personalised Products
We gladly accept returns on non-personalised items within 7 days of delivery, provided that:
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The item is unworn, unwashed, and unused, and
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Returned in its original packaging
Once we receive and inspect the item, we will process either an exchange or a store credit (valid for 6 months).
Shipping costs are non-refundable, and return courier fees are the buyer’s responsibility unless the return is due to our error.
💻 Digital Products
All digital downloads and instant-access files (including templates, printables, or design packs) are non-refundable and non-exchangeable, as they are delivered electronically upon purchase.
If you experience any technical issues accessing your file, please reach out to support@keinokids.com for assistance.
💔 Damaged or Incorrect Items
If your order arrives damaged or incorrect, please notify us within 48 hours of receiving it.
We’ll guide you through a quick replacement or exchange process at no extra cost to you.
🔁 Pre-Order Cancellations
Pre-orders may be cancelled within 24 hours of purchase for a full refund, provided production has not yet started.
After that, cancellations or refunds will be at our discretion, as materials and customisations are already in progress.
💌 Need Help?
We are always happy to help!
Reach out to us at support@keinokids.com with any questions or concerns.
In Summary
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✅ Refunds: available only for damaged, defective, or incorrect orders
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🚫 No refunds/exchanges on personalised or digital products
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💛 Store credit or replacement offered where applicable
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⏳ Returns accepted within 7 days for eligible non-personalised items
