Refund policy

Last updated: 12 August 2026 — KIDING SRL, VAT No. 04856280401

This Policy governs returns and refunds for purchases made by consumers on the kiding.it website.

In accordance with Italian Legislative Decree No. 206/2005 (Italian Consumer Code) and the European legislation applicable to distance contracts, consumers have the right to withdraw from their purchase within the time limits and in the manner set out below.

1. Right of Withdrawal

You have the right to withdraw from the purchase contract without giving any reason within 14 days of the day on which you, or a third party other than the carrier indicated by you, acquire physical possession of the product.

For orders containing multiple products delivered separately, the period starts from the day on which the last product is received.

To exercise your right of withdrawal, simply inform us, within the stated period, of your decision to return one or more products using one of the methods described in the next section.

Returns are free of charge: for returns that meet the conditions of this Policy, Kiding covers the cost of return shipping and provides the customer with the relevant instructions and a prepaid return label.

2. How to Request a Return

You can request a return using whichever of the following methods you prefer.

Option A — Request via Your Kiding Account

You can manage your request directly online through your customer account.

You can access it:

by clicking the Account icon in the website’s navigation bar;
by clicking the “Return Requests” link in the website footer.

To submit your request:

Enter the email address you used to place the order and click “Continue”.
You will receive a one-time 6-digit verification code by email.
Enter the code you received to access your account.
Find the relevant order and select “Request a return”.
If the order contains more than one product, select the items you wish to return.
Select the reason for the return and, if you wish, add a note.
Click “Request a return” to submit your request.

Once we receive your request, our team will review it and send you a confirmation email with instructions for returning the product.

Option B — Request by Email

Alternatively, you can request a return by writing directly to hello@kiding.it.

Please include:

your order number;
the email address used for the purchase;
the product or products you wish to return.

You do not need to give a reason to exercise your right of withdrawal.

You will receive confirmation of your request, together with return instructions and a prepaid return label.

3. Shipping Your Return

After notifying us of your decision to withdraw, you must return the products within 14 days of the day on which you informed us of your decision.

The deadline is met if you hand the product over to the carrier before the 14-day period has expired.

We kindly ask you to:

pack the product carefully;
use the original packaging where possible, or equivalent packaging suitable for protecting the product during transport;
attach the return label you received by email;
hand the parcel over to the carrier specified in the return instructions.

4. Condition of Returned Products

Customers may inspect and handle the product to the extent necessary to establish its nature, characteristics and functioning, in the same way as would normally be possible in a physical shop.

Where possible, we ask you to return the product:

complete with all components and accessories received;
with any manuals, documentation and items included in the package;
in its original packaging or in equivalent, adequately protective packaging.

Consumers are liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning.

If the returned product shows a diminished value attributable to such use or handling, Kiding may take this into account when determining the amount to be refunded, in compliance with applicable law.

5. Refunds

If the right of withdrawal is validly exercised, we will refund the payments received for the returned products, including, where applicable, the cost of the original standard delivery.

However, any additional costs arising from the customer’s choice of a delivery method other than the least expensive standard delivery offered by Kiding will not be refunded.

The refund will be made without undue delay and in any event within 14 days of the day on which we were informed of the decision to withdraw.

Kiding may, however, withhold the refund until the returned products have been received or until the customer has provided proof of having sent them back, whichever is earlier.

The refund will be made using the same payment method used for the purchase, unless otherwise agreed with the customer, and without any additional fees as a result of the refund.

The time it takes for the amount to actually become available in the customer’s account may depend on the payment network, the bank or the payment service provider used.

6. Defective, Damaged or Non-Conforming Products

If you have received a product that is defective, damaged in transit, incorrect or otherwise not in line with your order, please contact us as soon as possible at hello@kiding.it or use the return request procedure available in your account.

To help us handle your report more quickly, you can provide:

your order number;
a brief description of the problem;
where helpful, one or more photos showing the defect or damage.

The request for photos is solely intended to make the assessment of the problem easier and faster, and does not limit the rights granted to consumers by law.

In the event of a lack of conformity, the provisions on the Legal Guarantee of Conformity set out in the Italian Consumer Code apply. For new goods, the seller is liable for any lack of conformity, in the cases provided for by law, for a period of 2 years from delivery of the product.

Depending on the circumstances and on applicable law, consumers may be entitled to have the product repaired or replaced or, where provided for, to a price reduction or to termination of the contract with a corresponding refund.

This section does not in any way limit the rights granted to consumers under the Legal Guarantee of Conformity.

7. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in the cases provided for by Article 59 of Italian Legislative Decree No. 206/2005 (Italian Consumer Code), including, where applicable:

products made to measure, personalised or made to the consumer’s specifications;
sealed products which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery;
any other categories of goods for which applicable law expressly excludes the right of withdrawal.

Any such exclusion will only be applied where the conditions laid down by law are actually met.

8. Returns from EU and Non-EU Countries

Consumers resident in the European Union benefit from the rights granted by European legislation and by the applicable mandatory national provisions.

Kiding also offers free returns on orders shipped to European Union countries, under the conditions set out in this Policy.

For returns from non-EU countries, please contact us in advance at hello@kiding.it to receive return instructions.

9. Processing of Personal Data

Personal data provided in connection with a return, refund, support or warranty request is processed by KIDING SRL solely to handle the request, to fulfil the contractual and legal obligations connected with the purchase and, where necessary, to protect the rights of the parties.

Data will be processed in accordance with the principles of lawfulness, fairness, transparency, data minimisation and storage limitation laid down by applicable data protection legislation.

For more information on how your data is processed, retention periods, any recipients of the data and the rights you can exercise under Regulation (EU) 2016/679 (GDPR), please see our Privacy Policy.