Returns and complaints

Complaints policy

Kid Story is liable for non-compliance of the Product with the Sales Agreement, if the non-compliance of the Product with the Sales Agreement existed at the time of its delivery and was disclosed within two years from the date of delivery of the Product to the Consumer. 

If, within the above-mentioned period of Kid Story's liability for non-compliance of the Product with the Sales Agreement, the Product's non-compliance with the Sales Agreement is revealed, the Consumer may, subject to reservations and under the terms of the Act on Consumer Rights, demand its repair or replacement. However, it is stipulated that if bringing the Product into compliance with the Sales Agreement in the manner chosen by the Consumer (repair or replacement) is impossible or requires excessive costs, then Kid Story may:

i) replace it when the Consumer requests repair, 
ii) make repair, when the Consumer demands replacement, 
iii) refuse to bring the Product into compliance with the Sales Agreement when the impossibility or excessive costs apply to both repair and replacement.

Kid Story's liability does not cover defects caused by intentional negligence or incorrect use.

More information on complaints can be found in the Terms and Conditions of the Store. Information about the warranty period can be found on the product card.

Do you want to complain about a product purchased at Kid Story, please contact our Customer Service Department: hello@kidstory.eu

Try to include as many relevant details as possible in the mail: reason for the complaint, date of damage/defect, and expected solution to the complaint (refund, replacement of the product with a new one or its repair). Attach photos of the product to the form, where the product defect is visible.

Your complaint should be dealt with within 14 calendar days. Our team will make every effort to shorten the time limit for responding to your complaint request. The more information you provide in the form, the easier it will be for us to process your complaint.

 

Returns

Each product purchased at Kid Story can be returned within 30 days of delivery. The returned product must not bear any signs of use.

Important! Returned goods are sent back at your own expense. The parcel can be returned using any courier company. However, it is advisable to use a service that offers parcel tracking and insurance.

How to make a return? 
Below you will find instructions on how to make a return in the Kid Story store.

  1. Secure and pack the returned items.
  2. Place the provided return instructions in the box with the returned goods If you are going to use the original packaging, remove the old label or stick the new one directly on it.
  3. Go to the website of the courier company of your choice and fill in the return parcel order form, ordering collection by courier.
  4. Make the return at the collection point of the courier company of your choice.
  5. Hand over the parcel and keep the return receipt.
  6. When the return is processed, you will receive a corrective invoice by e-mail.
  7. Wait for the refund.

Return address:

Kid Story Sp. Z o.o.
st. Nowy Kisielin - Innowacyjna 15 Building 7
66-002 Zielona Góra
The refund will be provided in the same form in which payment for the order was made. 
Once your return is accepted, you will receive payment within a maximum of 14 days after we receive your return package. In practice, the funds should be on your account within 3-5 working days.