Return Policy

Return Conditions You have 30 days from the purchase date to decide if an item is right for you. We gladly accept unused or any defective merchandise purchased on kokitbaby.com for return. If you receive a damaged/defective item, please contact Kokitbaby Customer Service within 24 hours of receipt.

Items with non-returnable marks (customer-induced damage) and free gifts cannot be returned.

Important: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

We do not refund under the following circumstances:

  • The recipient cannot be contacted or the recipient's address is wrong, resulting in the logistics company being unable to deliver.

  • The goods are destroyed by the local logistics company due to delivery failure caused by the customer.

Please ensure you fill in the correct address, phone number, and postcode when placing an order. When the logistics company delivers, please make sure your phone is contactable.

NOTE: Please be sure to double-check your returns before shipping them out. We will not be held responsible for the return of non-Kokitbaby products.

Cancellation We accept order cancellation before the product is shipped or produced. If the order is cancelled, you will get a full refund. We cannot cancel the order if the product is already shipped out.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Returns (if applicable) For products which are not broken but the customer wants to return because they changed their mind about the purchase: We accept the return of products.

Customers have the right to apply for a return within 30 days after the receipt of the product. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Return Shipping Cost:

  • Customer Remorse: For returns based on preference (changed mind), the return shipping fee is paid by the customer.

  • Defective/Quality Issues: Any Kokitbaby product with a quality defect can be returned to us for a full refund, and we will cover the return shipping.

Refunds (if applicable) Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-10 business days.

Exchanges If you want to exchange, please contact our customer service. We can only handle the exchange of different types or colors of the same product. Note: The customer pays the shipping cost on exchanges. If you want to exchange for other goods, we recommend you return the item for a refund and directly repurchase the new item.

We cannot keep the items to be exchanged reserved. If we do not have the product in stock when we receive your return, we recommend that you wait patiently or choose a refund.

Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@kokitbaby.com.

Contact Us

How to Start a Return To start a return, you can contact us at support@kokitbaby.com.

Please Note: Returns will need to be sent to the specific warehouse address we provide upon approval. Do not send items back to the address on the shipping package, as this is not our return center and may result in the loss of your package. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Our customer service hours are Monday-Friday 9am-5pm HKT. If you have any other questions, we can be reached during these hours at support@kokitbaby.com.

We are closed on weekends and will respond to questions as soon as we can. Your refund will require approximately 3-5 business days to process after we receive the return. Thank you for your patience and understanding.