Effective Date: 30th November 2025

Thank you for shopping with us. We value your satisfaction and aim to provide a smooth and transparent return and refund process. Please review our policy below for purchases made through our Ecommerce website.

1. Return Eligibility (Physical Goods)

We accept returns of physical products within 14 days of delivery, subject to the following conditions:

  • The item must be in new condition, unused, and returned in its original packaging.

  • Items must be accompanied by proof of purchase (e.g. order number or receipt).

  • Returns must be initiated within 14 calendar days of confirmed delivery.

Returns that do not meet these conditions may be refused.

2. Non-Returnable Items

The following products and services are non-returnable and non-refundable:

  • Digital downloads

  • Services that have been fully rendered

  • Any item returned after the 14-day return window

3. Refunds

If your return is approved, we will process a full refund for the product price (excluding shipping charges, if delivered already), using the original payment method. You will receive a confirmation once your refund is processed.

Please allow up to 1-10 business days for the refund to appear in your account, depending on your payment provider.

4. Return Shipping

Customers are responsible for covering the cost of return shipping. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.

5. Return Process

To initiate a return, please contact us via one of the following channels:

  • Email: sales@smartkidzpalace.com

  • Contact Form: Withdrawal Form

  • WhatsApp: +233 24 683 0717

  • Phone: +233 24 683 0717

  • Account Dashboard: Log into your account and navigate to your order history.

We will provide you with instructions on how and where to send your return.

6. Items Damaged or Lost in Transit

If your item arrives damaged or is lost in transit, please contact us within 48 hours of delivery. Include photos of the damaged packaging/item, and we’ll assist you in filing a claim or arranging a replacement/refund.

7. Fulfillment and Third-Party Logistics

We use third-party logistics and fulfillment providers. Delivery times and return instructions may vary depending on your location and the warehouse your order was shipped from. Any issues related to delivery delays or incorrect shipments will be coordinated through our support team.

8. Contact Us

If you have questions about your order, return eligibility, or this policy, feel free to contact us at:

  • Email: sales@smartkidzpalace.com

  • Phone/WhatsApp: +233 24 683 0717

  • Support Page: Contact Us