Refunds & Returns

We want every Kindo toy to be one your child actually plays with. If something isn't right, we'll make it right.

Before you do anything else

Please email yuu537659@gmail.com with your order number. We reply within 24 hours and we can usually sort things out faster than a bank dispute can. Contacting us does not affect your right to dispute a charge with your card issuer — we would simply rather fix it for you directly.

Delivery times — please read before ordering

Kindo toys are made in small batches by our production partner and shipped directly to you. Orders are processed in 7–14 business days and typically arrive 21–45 days after purchase. We show an estimated delivery window on every product page and in your order confirmation.

If we cannot ship within that window, we will contact you before it expires and give you the choice of accepting a new date or cancelling your order for a full refund. If we cannot give you a firm new date, or the new date is more than 30 days later, your order will be cancelled and refunded in full unless you tell us otherwise.

If your order arrives damaged, faulty or incorrect

Email us a photo within 14 days of delivery. We will replace it or refund you in full — whichever you prefer. You will not be charged for shipping either way.

45-day returns

You may request a return within 45 days of delivery for any reason. Items must be unused and in their original packaging. Return shipping is paid by the customer.

Because our items travel internationally, return postage is often more than the item itself, so please contact us first — we will look at your order and find the fairest option for you. Do not send anything back before contacting us. The return address may differ from the address shown on your original shipping label.

Cancellations

Orders can be cancelled for a full refund within 24 hours of purchase, before your order enters production.

Customers in the European Union and the United Kingdom

You have a statutory right to withdraw from your purchase within 14 days, without giving any reason. That period ends 14 days after the day you (or someone you nominate other than the carrier) receive the goods; where an order is delivered in separate parts, it ends 14 days after you receive the last part.

To withdraw, simply tell us in a clear statement — email yuu537659@gmail.com with your order number. You may use the model withdrawal form, but you do not have to. To meet the deadline it is enough that you send your message before the 14-day period expires.

You must send the goods back to us without undue delay and in any event within 14 days of telling us. You will bear the direct cost of returning the goods. Please contact us before sending anything back, as the return address may differ from the address on your parcel.

We will reimburse all payments received from you, including the cost of standard delivery (we do not refund any extra cost if you chose a more expensive delivery option), without undue delay and in any event within 14 days of the day we are informed of your decision. We will use the same means of payment you used, and you will not incur any fees for this. We may withhold reimbursement until we receive the goods back or you supply evidence of having sent them, whichever is earlier. You are only liable for any reduced value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics and functioning.

Statutory exceptions apply: the right to withdraw does not cover goods made to your specification or clearly personalised, or sealed goods which are not suitable for return for health protection or hygiene reasons once they have been unsealed. Discounted and sale items ARE covered by this right.

UK customers: in addition, if goods are faulty or not as described you have a short-term right to reject them within 30 days of delivery for a full refund, and we will pay the reasonable costs of returning them.

Nothing in this policy affects your statutory rights, including your right to a repair or replacement for goods that are faulty or not as described.

What we cannot accept

• Opened kinetic sand, modelling compounds and similar consumable materials, for health and hygiene reasons
• Personalised or made-to-order items
• Items damaged through use, or returned without their original packaging
• Items marked Final Sale (this exclusion does not apply to customers in the European Union or the United Kingdom)

Refund timing

Approved refunds are issued to your original payment method within 7 business days of approval, and sooner where the law requires it. We do not issue store credit in place of a refund. Your bank may take a further 3–10 business days to post it. Outside the EU and UK statutory withdrawal right described above, original shipping charges are not refunded unless the item was faulty, damaged or incorrect.

Fair use

We reserve the right to refuse returns or refunds where we reasonably suspect abuse of this policy.

Kindo is operated from Japan. Questions: yuu537659@gmail.com — we reply within 24 hours.