Returns & Exchanges

This policy applies to customers located within the European Union and the United Kingdom.

Changed Your Mind?

If you've purchased from us online and are located within the European Union or the United Kingdom, you may have the right to cancel your order within 14 days of receiving it.

To exercise your right to cancel, please submit a request via our EU Withdrawal Request page.

Once you've notified us, you'll have a further 14 days to return your item(s).

You may inspect and handle your item(s) in the same way you would in a physical store. If an item has been used beyond what is necessary to assess its nature, characteristics or function, we may reduce the refund amount to reflect any loss in value.

Returns

To start a return, please contact us with your order number.

We'll provide return instructions and the appropriate return address for your order.

We recommend using a tracked shipping service, as returned items remain the responsibility of the customer until they are received by our team.

Refunds

Once we've received your returned item(s), or proof that they have been sent back to us, we'll process your refund within 14 days.

Your refund will include:

  • The full purchase price of the returned item(s)

  • The standard delivery cost paid at checkout

Refunds will be issued via your original payment method.

Unless an item is faulty, not as described, or otherwise covered by applicable consumer law, return shipping costs are the responsibility of the customer.

If Something Isn't Right

We take great pride in the quality of our products. If your item arrives damaged, develops a fault, or isn't as described, please contact us and include your order number and photos of the issue.

Depending on your location and applicable consumer laws, you may be entitled to one of the following remedies:

  • Repair

  • Replacement

  • Price reduction

  • Full refund

We'll always work with you to find the most appropriate solution as quickly as possible.

Your Legal Rights

Customers located in the European Union are protected by the EU legal guarantee applicable in their country of residence.

Customers located in the United Kingdom are protected by their rights under applicable UK consumer protection legislation.

These rights apply in addition to any rights set out in this policy.

Need a Hand?

For returns, cancellations, warranty claims or any questions about your order, we're here to help.

Email: care@sandekids.com

We aim to respond to all enquiries within 2 business days.

Exercising Your Right to Cancel

To cancel your order, please submit a request via our EU Withdrawal Request page.

If you'd prefer to use the EU Model Withdrawal Form, you can copy and paste the template below into an email.

Optional EU Withdrawal Template

To: Sande Kids SAS

Email: care@sandekids.com

I/We () hereby give notice that I/We () cancel my/our (*) contract of sale of the following goods:

Ordered on: __________________

Received on: __________________

Order Number: __________________

Name of Consumer(s): __________________

Address of Consumer(s): __________________

Signature (only if submitted on paper): __________________

Date: __________________

(*) Delete as appropriate.

This policy does not affect any rights you may have under applicable EU, UK or local consumer protection laws.