Refund policy
Right of withdrawal
You have 14 calendar days from the date you receive your order to inform us that you wish to exercise your right of withdrawal, without having to provide a reason.
To request a return, please contact us at hello@lowkidz.com and include:
- your name;
- your order number;
- the item or items concerned.
After informing us of your decision, you have a further 14 calendar days to send the returned items.
Returns must be sent to:
Lowkidz
114 route de Banneux
4870 Trooz
Belgium
To help us process your return quickly, please contact us before sending your parcel whenever possible.
Condition of returned items
Returned items must be:
- unwashed;
- unworn, except for a simple fitting;
- returned with the original tags still attached;
- complete and accompanied by any accessories;
- returned in their original packaging, whenever possible.
You may handle or try on an item only to the extent necessary to check its nature, characteristics and size, as you would in a physical shop.
You are responsible for any decrease in value resulting from handling beyond what is necessary to examine the item.
Return shipping costs
The direct cost of returning an item is the customer’s responsibility when exercising the right of withdrawal.
Lowkidz does not provide prepaid return labels. We recommend using a tracked shipping service and keeping proof of postage until your return has been fully processed.
Return shipping costs will only be covered by Lowkidz if the item received is defective, damaged or does not match the order.
Damaged, defective or incorrect items
Please inspect your order as soon as you receive it.
If an item is defective, damaged or different from what you ordered, please contact us as soon as possible at hello@lowkidz.com, including your order number and, where possible, photographs of the item and packaging.
We will review your request and provide you with further instructions. You will not be charged return shipping costs if the item is confirmed to be defective, damaged or non-compliant.
Your statutory rights regarding defective or non-conforming goods remain unaffected.
Exceptions to the right of withdrawal
The right of withdrawal does not apply, in particular, to:
- items made to the customer’s specifications or clearly personalised;
- sealed items that cannot be returned for health protection or hygiene reasons once the seal has been removed after delivery;
- gift cards that have already been used.
Sale items and discounted items remain subject to the statutory 14-day right of withdrawal unless a legal exception applies.
Exchanges
We do not offer direct exchanges.
To order a different size, colour or item, you must return the original item in accordance with this policy and place a new order separately.
Refunds
We will notify you once we have received and inspected your return.
Where the right of withdrawal has been validly exercised, we will refund:
- the price of the returned items;
- the standard delivery costs originally paid for the order.
If you selected a delivery method that was more expensive than the standard delivery option offered, the additional cost will not be refunded.
The refund will be issued to the original payment method no later than 14 days from the date on which you informed us of your decision to withdraw.
However, we may withhold the refund until we have received the returned items or until you provide proof that they have been sent back, whichever occurs first.
Depending on your bank or payment provider, it may take a few additional days for the refund to appear in your account.
Contact
For any questions regarding returns or refunds, please contact us at: