The European Directive 2011/83, approved on March 26, 2014, introduced the possibility for all private customers to exercise the right of withdrawal from the distance purchase contract within a period of 14 solar days by sending the withdrawal communication by registered mail, fax, or email. In case the consumer decides to return the goods, they have an additional 14 days to send the products to the seller. Once the withdrawal notification is received, the seller will have 14 days to compensate the customer.

Procedure to request a refund:

  • Please contact us through the form on the “Contacts” page or by sending an email to, indicating: a) Name, surname, phone number, and shipping address. b) Provide the email address to receive the label to be printed and securely applied to the package. c) Reason for return: in case of defective product or different from the one requested, please attach a photo to highlight the problem. In case of a defective or different product from the one ordered, we will provide a free replacement of the item. For all other reasons, the return cost is €4.90 as per law.

Once your request is received:

  • The customer will be contacted to arrange the shipment of the goods.
  • Upon receipt of the goods, Kidia will proceed with the refund by reversing the amount charged to the card or by bank transfer within 14 days of receiving the return.

Goods inspection:

The customer or their representative at the time of goods delivery is required to check, in the presence of the carrier, the integrity of the delivered packages and their corresponding number, reporting any discrepancies in number and/or integrity of the packages in writing in the space provided in the transport document (DDT), which will remain with the carrier.

The right of withdrawal is subject to the following conditions:

  • The right applies to the entire purchased product and must not have been used or damaged.
  • The shipment, until the certificate of receipt in our warehouse, is under the complete responsibility of the customer.
× Contact us on WhatsApp