Refund and Returns
At DTO Kiddies Store, your satisfaction is important to us. This Refund & Return Policy explains when and how returns, exchanges, and refunds apply to your purchases.
1. Eligibility for Returns & Exchanges
We accept returns or exchanges under the following conditions:
- The item must be unused, unworn, and in its original packaging.
- You must report the issue within 24–48 hours of receiving the item.
- Clear photo or video evidence of the issue must be provided (wrong item, damaged item, etc.).
Once the return request is approved, you will be required to send the item back before a replacement or refund is processed.
2. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged:
- Hair accessories
- Underwear
- Baby innerwear
- Opened or used items
- Items damaged by the customer
3. Wrong, Damaged, or Defective Items
If you receive the wrong item or a defective one:
- Contact us immediately within 24–48 hours
- Provide photos or videos for verification
- We will offer a replacement, exchange, or refund once confirmed
4. Refund Criteria
Refunds are issued only when:
- The item you paid for is out of stock
- Your return request is approved, and the item has been received in good condition
- You request store credit (where applicable)
Refund Timeline:
Refunds are processed within 3–7 working days through the original payment method or store wallet/credit.
5. Exchange Policy
You may request an exchange if:
- The size is wrong (and the item is unused)
- You received a different color or design than what was ordered
- A product defect is confirmed
If the exact item is unavailable, you may choose another item of the same price or pay the difference.
6. Shipping Costs for Returns
- If the error is from DTO Kiddies Store, we cover the return shipping.
- If the customer wants an exchange due to personal preference (e.g., size, color), the customer covers the return shipping cost.
7. Order Cancellation
Orders can only be cancelled before dispatch.
Once an order has been shipped, cancellation is no longer possible, but eligible returns may still be processed after delivery.
8. Contact Us
For returns, refunds, or exchange requests, please contact us:
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📍 Inside Faith Found School, Opposite Nasfat Mosque,
Alagbole Bus Stop, Ojodu Berger, Lagos
