Refund policy

Return & Refund Policy

Last updated: 13 October 2026

30-day returns, refunds & replacements

You may request a return, refund or replacement within 30 days of receiving your order, subject to support review and approval.

How to request help

Contact support at 6385480064 with your order number and the reason for your request.
Share a clear, continuous unboxing video showing the parcel, products and any issue, along with relevant photos.
Keep the item in the same condition as received, with its packaging, accessories and all included parts. Do not use, alter or further damage it.
After support approval, we will arrange pickup. Please do not send products back yourself without approval.

What happens next?

Support will review the evidence and, where needed, inspect the returned item. We will confirm the appropriate return, refund or replacement for your request. A replacement is subject to stock availability.

Approved refunds are processed to the original payment method within 10 business days after approval and any required return inspection. For COD orders, support will arrange an appropriate refund method. Your bank or payment provider may need additional time. Store credit may be offered if you agree.

Damaged, defective, wrong or missing items

Please report issues promptly so we can investigate. Keep the parcel packaging and share your unboxing video. If a video is unavailable, contact support with other available evidence; this policy does not remove any rights available under applicable consumer law.

Items damaged through use or handling after delivery, or returned incomplete, may not qualify. For damage already present on delivery, the item should remain in the condition in which you received it.

Shipping and pickup

For approved claims involving damaged, defective or wrongly delivered items supported by proper evidence, Extrokids will arrange return pickup and bear the return shipping costs. Any charges for other approved returns will be explained before you proceed.