Customer Protection
Refund and Returns Policy
At KidsTown.pk, customer peace of mind is our highest priority. We want you and your little ones to be 100% happy with every purchase.
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Doorstep Open-Parcel GuaranteeYou are encouraged to open the parcel in front of the courier and inspect your items before paying Cash on Delivery. If an item is damaged or incorrect, you can return it right at the doorstep!
7-Day Return & Replacement Guarantee
If your parcel has been accepted and you discover an issue, you may request a return or exchange within 7 days of delivery.
Conditions for Return
- •Item must be unused and in original, clean condition.
- •Original packaging must be intact — please do not put tape or stickers directly on the product's retail box.
- •All parts, accessories, instructional guides, and tags must be included in the return package.
- •A short photo or video showing the defect or issue must be sent to our WhatsApp support team.
Non-Returnable Items
- •Items accepted after doorstep inspection that were subsequently used, assembled, or played with.
- •Items damaged due to customer misuse, dropping, water exposure, or improper battery insertion.
- •Slight color variations resulting from individual mobile screen or monitor color calibration.
How to Request a Return or Exchange
- Send a WhatsApp message to our team at 0305-4900089 or email us at info@kidstown.pk.
- Provide your Order ID and describe the reason for return.
- Attach a quick photo or short video showing the item.
- Our support team will verify your request within 24 hours and guide you through the return pickup or drop-off process.
Refund Timeline
- ✓Once the returned package is received and inspected at our hub, refunds are issued within 3–5 working days.
- ✓Refunds are disbursed via Direct Bank Transfer, JazzCash, or EasyPaisa as preferred by you.
- ✓If an exchange is requested, your replacement item will be dispatched immediately with free delivery.
Need immediate assistance with an order?Chat with Support on WhatsApp