Returns & Refunds Policy — Kumy Kids®

Scope: This policy applies to purchases made through our official online store within the European Union unless otherwise stated.

Last updated: 16 February 2026

1. Scope & Eligibility

This Returns & Refunds Policy governs returns, refunds and exchanges for products purchased via www.kumyshop.com within the EU. It applies to consumers as defined by applicable EU consumer protection law.

2. Right of Withdrawal (EU Directive 2011/83/EU)

If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day you, or a third party you have nominated (other than the carrier), receive the goods.

3. How to Exercise Your Right of Withdrawal (RMA via Contact Form)

To start a return you must submit a request via the Contact Form. The Contact Form is our official RMA system and must include:

  • Order number;
  • Item(s) to be returned;
  • Reason for return (e.g. wrong size, change of mind, defective).

Submitting the Contact Form automatically creates a return request. Do not ship items before receiving our return instructions and the designated return address.

4. Acknowledgement & Return Instructions

We will acknowledge your Contact Form submission within 48 hours (business days) and reply with:

  • Return approval or explanation if return is not permitted;
  • Designated return address (may differ from company registered address);
  • Packing and labelling instructions (if any);
  • Any RMA/reference number to include with the package.

Packages sent to any address other than the one provided in our return instructions may be refused or returned to sender at your expense.

5. Return Conditions

To be eligible for a full refund, returned items must:

  • Be returned within 14 days after you submit the withdrawal notice or as instructed;
  • Be unused, unwashed and in the same condition as received;
  • Include all original packaging, tags, labels and accessories;
  • Be complete (no missing parts).

Items that fail to meet these conditions may be rejected, returned at your expense, or subject to a partial refund reflecting diminished value.

6. Exceptions (No Right of Withdrawal)

Under Article 16 of the Consumer Rights Directive, the following items are typically non-returnable:

  • Personalised or custom-made items (unless defective);
  • Items sealed for hygiene reasons once unsealed (e.g. certain baby hygiene accessories);
  • Perishable or consumable goods that have been used;
  • Other goods expressly stated as non-returnable on the product page.

7. Return Process — Step by Step

  1. Submit the Contact Form with required details.
  2. Receive our return approval email with return address and instructions (within 48 hours business days).
  3. Pack the item securely in original packaging and include our RMA/reference and order confirmation.
  4. Ship using a tracked service and retain proof of postage/tracking.

Return Address :
Apex Retail Holding SRL, Via Fontanelle 9, 84061, Ogliastro Cilento (SA) -ITALY-

We recommend tracked and insured shipping. We are not responsible for returns lost in transit unless you provide proof of delivery to the designated returns address.

8. Return Shipping Costs & Risk

Return shipping costs are borne by the buyer unless the item is faulty, incorrectly supplied, or we have accepted responsibility for a defect. Risk during return shipment remains with the buyer until we or our returns agent receive and accept the package.

9. International Returns & Duties

For cross-border returns, you are responsible for any duties, taxes or customs charges on the return shipment unless otherwise agreed. Refunds will be processed only after the goods clear customs and arrive at our returns location.

10. Inspections & Timeframes

On receipt we will inspect returned goods and notify you of the outcome within 7 business days. If accepted, refunds are processed as set out below. If not accepted, we will contact you to offer options (partial refund, return at your expense, or disposal if agreed).

11. Refunds

Refunds are issued to the original payment method within 14 days of our receipt and inspection of the returned goods, or within 14 days of valid proof of shipment, whichever is earlier. Refunds include the product price; shipping charges paid at checkout are refunded only when the item was faulty or sent in error.

12. Exchanges

We do not offer automatic exchanges. To receive a different size or item, return for a refund and place a new order on the store.

13. Faulty, Damaged or Incorrect Items

If you receive a faulty/damaged/incorrect item:

  • Contact us immediately via the Contact Form and attach photos of the defect or damage and the order number;
  • We will advise whether to return the item and provide return instructions or provide an alternative remedy;
  • Under EU law you are entitled to a legal guarantee of conformity for 24 months from delivery. We will repair, replace or refund free of charge where applicable.

14. Proof & Evidence

We may request photos/videos of the product and packaging, proof of purchase and proof of dispatch for returns. Failure to provide evidence may delay processing or affect eligibility for full refund.

15. Partial Refunds & Deductions

If an item shows use beyond normal handling, we may issue a partial refund reflecting reduced resale value and will explain the deduction calculation.

16. Fraud Prevention & Abuse

We reserve the right to refuse returns or refunds where we reasonably suspect fraud or abuse. Repeated misuse may lead to refusal of returns and account suspension.