All sales are final unless the item is not as described or is not received. Once a purchase is made, any requests to cancel an order that has not yet shipped is at the discretion of the seller. For shipped orders, both buyers and sellers are protected with every order with the Buyer and Seller Protection. Refunds may be issued in the following two scenarios:
The order is not received:
Buyers will receive a refund if their order was not shipped or if it did not arrive at its destination, but the refund must be requested within 90 days of purchase. If a seller does not ship an order or provide tracking information, a buyer is given the option to request a refund after 7 days (on day 8) by scrolling to the bottom of the Order Detail screen in the app. If the tracking number shows the order shipped, but did not arrive at its destination, Kidizen will cover the cost to refund the buyer if the shipping was purchased through Kidizen. If the shipping was purchased elsewhere, the seller is responsible for covering the refund. When the tracking number for the order shows that the order arrived at its destination, the buyer is responsible for contacting their post office and/or filing a police report (if theft is suspected). You can find more information on what to do if you do not receive your order here. Refunds requested after 90 days cannot be processed.
The order is not as described:
If the buyer receives an item that does not match the listing description or is sent the wrong item, we ask that the buyer first contact the seller so that the seller is given the opportunity to resolve the situation. Buyers are required to message the seller within 5 days of delivery if there is an issue with the order. If the seller is not able to provide an acceptable resolution, the buyer can contact Customer Support to open a Refund Claim. Items cannot be worn or altered in any way, which includes being laundered or stain treated. Refund claims based on odor can be opened only if the seller has a previous history of odor complaints. Odor is subjective and can vary by individual.
When opening a Refund Claim please include the order number as well as photos and details about the issue. If the item is determined to be "not as described," the buyer will be issued a refund and the seller’s account will be debited for the refund amount. In the event that a refund is issued and the seller would like the item(s) returned, the seller will be responsible for paying the return shipping fee. The buyer will need to ship the item back within 5 days of receiving the return label, after which time the Refund Claim will be closed. All items that are returned must be in their original condition.
If a buyer receives an order that fits the original listing description but is otherwise not satisfied with the purchase, we encourage the buyer to reach out to the seller. In this situation, a refund may be issued by the seller at the seller’s discretion, but it is not required. This also includes sizing issues since sizing varies between brands, within brands/certain lines and items, and if the item has been washed and dried (unless protocols were not followed on the garment care tag). If a buyer is unsure of how a brand fits, we highly recommend getting measurements from the seller. If the item is a replica or unbranded, it may be subject to a refund if sizing varies significantly from standard sizing.
Returns and Seller Funds
In all return instances where the seller is responsible for funding the return amount, the seller's payment method will be charged if they do not have a sufficient available balance in their account.
All returns must be approved by either the seller or Kidizen. Items sent back without approval will not be refunded. If the return is approved, then the item will need to be shipped back to the seller within 5 days.