Refund Policy
At ktpza.com, we want you and your little ones to love our children’s toys as much as we do. If for any reason you’re not satisfied with your purchase, we offer a straightforward refund policy to ensure a stress-free experience. This policy applies to all orders placed through our website [https://ktpza.com/], including worldwide shipments, and aligns with our commitment to quality, safety, and customer satisfaction.
1. Eligibility for Refunds
To qualify for a refund, your request must meet the following criteria:
- Timeframe: You must submit a refund request within 30 calendar days of receiving your order. We use the delivery date confirmed by our shipping carrier (trackable via your order confirmation email) to calculate this window.
- Product Condition: The children’s toy(s) must be in unused, original condition—with all original packaging, tags, and accessories intact. This is especially important for safety-focused products (e.g., our 2-Pack Bubble Machines) to ensure they can be resold or inspected properly.
- Proof of Purchase: You must provide your order number (found in your confirmation email) and, if requested, photos of the product/packaging to verify eligibility.
- Exceptions: Custom or personalized toys (if applicable) are non-refundable unless they arrive damaged or defective. Clearance/sale items are also final sale unless faulty—please check product pages for specific labels.
2. How to Request a Refund
Follow these simple steps to start your refund process:
- Your full name and shipping address.
- Order number and date of purchase.
- Reason for the refund (e.g., “product not as described,” “changed mind”).
- Photos of the product, packaging, and any damage (if applicable).
- Await Confirmation: We’ll review your request within 24-48 business hours (Monday-Friday, excluding German public holidays). If approved, we’ll send you a Return Authorization (RA) number and detailed instructions for shipping the product back to us.
- Ship the Product: Send the eligible toy(s) to our Schwerin location (marked with your RA number):
Wittenburger Straße 62
19053 Schwerin, DE
- Shipping Costs: For returns due to our error (e.g., damaged/defective product, wrong item sent), we’ll cover return shipping costs—just include a copy of your shipping receipt for reimbursement. For “change of mind” returns, you’ll be responsible for return shipping fees (we recommend using a trackable service to avoid lost packages).
- Customs/Duties: Since we include customs and duties in our pricing for worldwide orders, these fees are non-refundable unless the return is due to our error.
3. Refund Processing Timeline & Method
Once we receive and inspect your returned product (we’ll notify you via email when it arrives), we’ll process your refund as follows:
- Inspection Period: We typically inspect returned items within 3-5 business days of receipt to confirm they meet eligibility criteria.
- Refund Approval: If approved, we’ll initiate the refund within 1-2 business days. The time it takes to appear in your account depends on your payment method:
- Credit/debit card: 3-7 business days (varies by bank).
- PayPal: 1-3 business days.
- Refund Amount: You’ll receive a full refund of the product purchase price (excluding original shipping costs, unless the return is due to our error). Return shipping fees you paid (for “change of mind” returns) are non-refundable.
4. Damaged, Defective, or Incorrect Products
If your children’s toy arrives damaged, defective, or is the wrong item (our mistake), we’ll make it right with no extra hassle:
- Option 1: Full Refund: Follow the refund steps above, and we’ll cover all return shipping costs + issue a full refund (including original shipping fees).
- Option 2: Replacement: If you prefer a replacement (e.g., a new Bubble Machine instead of a refund), we’ll ship the replacement for free once we confirm the damaged/incorrect item has been returned (or, in some cases, send the replacement first to minimize wait time).
- Reporting Time: Please notify us of damaged/defective/incorrect products within 7 calendar days of delivery—this helps us resolve issues faster and improve our quality control.
5. Cancellations
If you need to cancel an order before it ships, email us at service@ktpza.com with “Order Cancellation – [Your Order Number].” We’ll cancel the order and issue a full refund within 1-2 business days (if payment has already been processed). Once an order has shipped, it falls under our standard refund policy (see Section 1-3).
6. Questions or Support
If you have questions about our refund policy, need help with a request, or haven’t received your refund within the expected timeline, contact our team:
- Email: service@ktpza.com
- Website: Use the “Contact Us” form on https://ktpza.com/ for quick assistance.
We’re committed to resolving refund requests fairly and efficiently—because your trust as a parent (and customer) matters to us.