Refund policy

Last Updated: 06 October 2026

At KiddySoft, we are committed to providing customers with a smooth and reliable shopping experience.

KiddySoft is a baby care brand operated by Luzon Healthcare Private Limited, which is responsible for operating the KiddySoft online store, processing orders, providing customer support and handling applicable returns, replacements and refunds.

This Return & Refund Policy explains the conditions and procedures applicable to order cancellations, returns, replacements and refunds for products purchased through www.kiddysoft.com

1. Order Cancellation

Cancellation by Customer

Customers may request cancellation of an order within 3 hours of placing the order for a full refund, provided the order has not already been processed or dispatched.

Once an order has been dispatched, cancellation may no longer be possible. Customers should contact our Customer Support team as soon as possible if they wish to cancel an order.

Once an order has been successfully delivered, it cannot be cancelled. However, the customer may be eligible for a replacement or refund where the issue falls within the applicable conditions of this Return & Refund Policy or applicable law.

Cancellation by KiddySoft

We may cancel an order for legitimate reasons, including:

  • Product unavailability.
  • Incorrect pricing or product information.
  • Inventory errors.
  • Payment verification or payment processing failure.
  • Suspected fraudulent or unauthorized activity.
  • Incorrect or incomplete order information.
  • Delivery restrictions or serviceability issues.
  • Other circumstances requiring cancellation under applicable law.

If we cancel an order after payment has been received, the applicable amount will be refunded to the customer through the applicable refund process.

2. Eligible Reasons for Replacement or Refund

Customers may contact us if they receive:

  • A damaged product.
  • A defective product.
  • The wrong product.
  • Missing products or items from an order.
  • A product that does not match the product ordered.
  • An order that has not been delivered.
  • A product issue otherwise covered by this policy or applicable law.

Any replacement or refund will be reviewed based on the circumstances of the order and the information provided by the customer.

3. Replacement Request

To request a replacement:

  1. Contact us within 3 days of delivery.
  2. Provide your order number and registered contact details.
  3. Explain the issue with the product.
  4. Provide clear photographs or other relevant evidence showing the issue, where applicable.

An unboxing video may be helpful in investigating certain issues, but it is not the sole form of evidence required.

After reviewing the request, we may arrange for the affected product to be picked up where required.

If the replacement request is approved, we aim to dispatch the replacement within 7 business days, subject to product availability and logistics.

4. Damaged Products

If you receive a product that appears damaged, please contact KiddySoft Customer Support as soon as possible after delivery.

Please provide:

  • Order number.
  • Registered mobile number or email address.
  • Photographs of the damaged product.
  • Photographs of the outer packaging, where available.
  • A brief description of the issue.

If the issue is verified, we may offer a replacement, refund or other appropriate remedy in accordance with this policy and applicable law.

If the package is visibly damaged or tampered with at the time of delivery, customers are encouraged, where reasonably possible, to note the issue with the delivery partner and contact KiddySoft Customer Support promptly.

If damage is discovered only after opening the package, please contact us with photographs and order details.

5. Defective Products

If a product is defective or has a manufacturing or product-quality issue, please contact us as soon as possible after delivery.

We may request photographs, product details, batch information, packaging information or other reasonable information necessary to investigate the complaint.

If the product is determined to be defective, we may provide a replacement or refund, subject to product availability and applicable law.

6. Wrong Product or Missing Product

If you receive an incorrect product or an item is missing from your order, please contact us as soon as possible.

Please provide:

  • Order number.
  • Details of the product received or missing.
  • Photographs of the product and packaging, where applicable.

After verification, we may arrange a replacement, refund or other appropriate resolution.

7. Delivered but Not Received

If the tracking information shows that an order has been delivered but you have not received it, please contact us as soon as possible, preferably within 48 hours of the delivery notification.

Please provide your:

  • Order number.
  • Registered mobile number or email address.
  • Delivery address.
  • Any relevant information regarding the delivery.

We may investigate the matter with the relevant logistics or delivery partner.

Where the order is confirmed as not delivered, an appropriate refund or replacement may be provided in accordance with the circumstances and applicable law.

8. Hygiene & Used Products

KiddySoft sells baby-care products, including baby diapers and baby wet wipes.

For hygiene and safety reasons, opened or used products may generally not be eligible for return or replacement, except where the product is damaged, defective, incorrect, missing, or otherwise eligible for a remedy under applicable law.

Customers should contact us before sending any product back. Unauthorized returns may not be accepted.

9. Non-Returnable Situations

A return or replacement may generally not be available in situations such as:

  • The product has been used or opened, except where the product is defective, damaged, incorrect or otherwise covered by applicable law.
  • The product was damaged due to misuse, improper handling or storage after delivery.
  • The product is returned without prior approval where approval is required.
  • The customer has changed their mind after receiving a product that is not eligible for return under this policy.
  • The request does not relate to a product or order issue covered by this policy.

Nothing in this section is intended to restrict any consumer right or remedy that cannot legally be excluded.

10. Refund Eligibility

A refund may be available in circumstances including:

  • An eligible order cancelled within the permitted cancellation period.
  • An order cancelled by KiddySoft after payment has been received.
  • An order confirmed as undelivered.
  • An eligible damaged, defective or incorrect product where replacement is not possible.
  • A replacement that cannot be provided because the required product is unavailable.
  • Any other situation where a refund is required under our policies or applicable law.

Refund eligibility will be determined based on the circumstances of the order and the applicable policy.

11. Refund Processing

Once a refund has been approved, we will initiate the refund through the applicable payment or refund process.

Refunds are generally processed within 7 business days after approval.

The time taken for the refunded amount to appear in the customer's bank account, card, UPI account or other payment account may vary depending on the payment provider or financial institution.

Additional banking or payment-processing delays may occur and are outside our direct control.

12. Shipping Charges and Refunds

Where applicable, shipping charges may be non-refundable after an order has been dispatched, except where a refund is required under our Return & Refund Policy or applicable law.

If an order is cancelled before dispatch and the customer is eligible for a refund, applicable charges will be handled according to the circumstances of the order.

13. Product Availability and Replacement

Replacement is subject to product availability.

If the same product is unavailable, we may, depending on the circumstances:

  • Provide an appropriate alternative where agreed with the customer; or
  • Process an applicable refund.

Any refund will be handled according to the applicable refund process.

14. Return Pickup

Where a return or replacement requires product pickup, we may arrange pickup through our logistics partner.

Customers should keep the relevant product and packaging safely available until the pickup or resolution process is completed.

The exact pickup timeline may vary depending on the delivery location and logistics partner.

15. Customer Responsibilities

Customers are responsible for providing accurate:

  • Name.
  • Delivery address.
  • Mobile number.
  • Email address.
  • Order information.

Customers should also follow reasonable product storage and usage instructions.

We may request reasonable information or evidence to investigate a return, replacement or refund request.

16. How to Contact Us

For cancellation, return, replacement or refund requests, please contact:

Luzon Healthcare Private Limited
Brand: KiddySoft

Email: care@luzonhealthcare.com
Phone: +91 74370 37037

Business Address:
AT Nasitpar, Survey No. 211 P1/P2, Sanala Khanpar Road, Taluka Tankara, District Morbi, Gujarat – 363641, India.

When contacting us, please provide your order number and registered contact details so that we can assist you efficiently.

17. Grievance Redressal

If you are not satisfied with the resolution of your complaint, you may contact our Grievance Officer.

Grievance Officer: Sunil Patel
Designation: Grievance Officer
Legal Entity: Luzon Healthcare Private Limited
Email: care@luzonhealthcare.com
Phone: +91 74370 37037

Business Address:
AT Nasitpar, Survey No. 211 P1/P2, Sanala Khanpar Road, Taluka Tankara, District Morbi, Gujarat – 363641, India.

You may also visit our Grievance Redressal page for additional information.

18. Policy Changes

We may update this Return & Refund Policy from time to time to reflect changes in our products, services, business practices or applicable legal requirements.

Any updated version will be published on this page with a revised Last Updated date.

19. Applicable Law

This Return & Refund Policy is governed by the laws of India.

Nothing in this policy is intended to exclude or limit any consumer right, remedy or protection that cannot lawfully be excluded or limited under applicable law.