Short version (DRAFT — pending legal review; not yet in force)
- Originals: if the artwork isn't shipped within 7 days of payment, you're refunded automatically. If it doesn't arrive, arrives damaged, or isn't as described, open a dispute from your order.
- Prints and merchandise: made to order, so we can't take back items you simply changed your mind about, but we'll reprint or refund anything defective, damaged or wrong.
- Subscriptions bought through Apple or Google are refunded by Apple or Google. Subscriptions bought on our website can be cancelled any time.
- Sparks are generally non-refundable, except where the law or the app store requires.
- Refunds go back to your original payment method. Your legal rights as a consumer always apply.
Effective date: EFFECTIVE DATE
This policy forms part of our Terms of Service and Marketplace Terms. Nothing in it limits rights you have under consumer law where you live.
1. Original artwork
1.1 Who you are buying from
Originals are sold by the child's parent or guardian (the Agent), usually as a private individual. That means statutory distance-selling withdrawal rights (such as the EU and UK 14-day "change of mind" right) usually do not apply to the purchase itself. Kidbys' own buyer protections below apply to every original sold on Kidbys. If a seller has declared themselves a trader, you also have the statutory rights that apply to buying from a business, and the listing will say so.
1.2 Kidbys buyer protection
| Situation | What happens |
|---|---|
| The Agent does not ship within 7 days of your payment | Automatic full refund, including shipping |
| Your payment succeeded but the order is cancelled before shipping | Full refund, including shipping |
| The artwork does not arrive | Open a dispute from the order screen. If the evidence shows it was not delivered, you get a full refund |
| The artwork arrives damaged | Open a dispute with photos of the item and packaging |
| The artwork is materially different from its description | Open a dispute with photos and an explanation |
| You changed your mind | Not covered, unless the seller is a trader and the law gives you a withdrawal right, or the seller agrees |
Time limit: disputes can be opened up to DISPUTE WINDOW — days after delivery, per country, not yet approved after delivery. Please check your artwork as soon as it arrives.
Returns: if we ask you to return the artwork, we will tell you how, and the return shipping cost is RETURN SHIPPING COST RULE — e.g. paid by the seller where the item was not as described. Please keep all packaging until a dispute is resolved.
Outcome: our support team decides based on evidence from both sides. Outcomes are currently a full refund or release of payment to the seller. Partial refunds are not available.
1.3 Shipping
- Buyers pay shipping. The cost is shown before you bid or buy.
- Agents ship originals themselves, with a tracked service, and add the tracking number in the app.
- Delivery times depend on the carrier and destination. International buyers may need to pay import duties and taxes on arrival unless they were collected at checkout.
- Ship-to countries: SUPPORTED SHIPPING COUNTRIES FOR ORIGINALS.
2. Prints and merchandise
Prints and merchandise are made to order by our print partners and shipped directly to you.
| Situation | What happens |
|---|---|
| Defective, damaged in transit, or misprinted | Tell us within POD DEFECT REPORTING WINDOW — e.g. 30 days of delivery with a photo. We will send a free replacement or a full refund, your choice |
| Wrong item or size sent | Free replacement or full refund |
| Never arrived | We will investigate with the carrier and send a replacement or refund |
| Production failed before shipping | We retry, or refund you in full |
| Changed your mind | Because each item is made to order specifically for you, it cannot be returned for change of mind, to the extent the law allows |
| Ordered by mistake | Contact us within POD CANCELLATION WINDOW — e.g. 2 hours of ordering; we will cancel if production has not started |
Where you have statutory rights for faulty goods (for example the legal guarantee of conformity in the EU, or the Consumer Rights Act in the UK), they apply in addition to this policy.
When a print order is refunded, the child's share credited to their Piggy Bank for that order is reversed.
Shipping costs and estimated delivery times are shown at checkout. Ship-to countries: SUPPORTED SHIPPING COUNTRIES FOR PRINTS.
3. Subscriptions (Agent subscription and Collector Pro)
3.1 Bought through the Apple App Store or Google Play
Apple and Google handle billing and refunds for in-app subscriptions under their own policies. To request a refund, use Apple's "Report a Problem" (reportaproblem.apple.com) or Google Play's order history. To cancel, go to your device's subscription settings; cancellation takes effect at the end of the current billing period. We cannot issue refunds for store purchases ourselves.
3.2 Bought on our website
You can cancel at any time from your account; you keep access until the end of the period you paid for. If you were charged in error, contact [email protected] and we will refund you.
4. Sparks
Sparks are a digital item that is used as soon as it is sent. Purchased Sparks are non-refundable except where required by law or by the store you bought them from (Apple or Google handle refunds for in-app purchases). If a refund or chargeback happens, the corresponding Sparks may be removed, including Sparks already sent. See our Sparks & Virtual Items Terms.
5. How refunds are paid
Refunds go back to the original payment method. Card refunds usually appear within 5 to 10 business days, depending on your bank. All refunds are recorded in our accounting records and shown in your order history.
6. Beta
During the beta there are no purchases, so there is nothing to refund. See Beta Test Terms.
7. Contact
[email protected]. Please include your order number.