Refund Policy
This Refund Policy explains when a refund may be issued for orders placed with ActiveKids, a Kenyan online baby shop for kids clothes, baby clothes, baby essentials and newborn essentials.
Last updated: 30 May 2026
Store
ActiveKids Kenya
Website
activekids.co.ke
Delivery
Countrywide delivery in Kenya
Contact
info@activekids.co.ke
Our Refund Policy in Simple Terms
ActiveKids only offers a refund if the delivered item is different from the item ordered, the issue cannot be resolved through replacement, and the delivered item is returned in its original form.
1. When a Refund May Be Approved
A refund may be considered only where the item delivered by ActiveKids is different from the item confirmed in your order and the correct item cannot be replaced.
This may include cases where the wrong product type, design, size, colour or item category was delivered compared to the confirmed order details shared through WhatsApp.
Refunds are not automatic. Each refund request is reviewed after the returned item has been received and checked by ActiveKids.
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Refund Approval Conditions
The delivered item must be different from the ordered item.
The item cannot be replaced with the correct item.
The delivered item must be returned in its original form.
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2. Item Must Be Returned in Original Form
For a refund request to be reviewed, the delivered item must be returned in the same condition it was delivered. This means the item should be unused, unworn, unwashed, undamaged and complete with its original packaging, labels, tags, accessories or parts where applicable.
Must be unworn, unwashed and returned with tags or packaging where applicable.
Must be unused, complete and returned with original packaging where applicable.
Must be unused and in original condition for hygiene and safety reasons.
3. Cases Where Refunds Are Not Offered
ActiveKids does not offer refunds for change of mind, wrong size selected by the customer, wrong colour selected by the customer, delays caused by courier or delivery issues outside our control, or items that have been used, washed, damaged, altered or returned without original packaging where applicable.
If the correct item is available, ActiveKids may arrange a replacement instead of a refund.
4. How to Request a Refund Review
If you receive an item that is different from what you ordered, please contact ActiveKids as soon as possible through the same WhatsApp order channel or by email at info@activekids.co.ke.
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Contact ActiveKids
Reach us through WhatsApp or email and explain the issue with your delivered order.
Share Order Details
Provide your name, order details, product ordered, product received and clear photos where needed.
Return the Item
Return the delivered item in its original form for review and confirmation.
Review & Resolution
ActiveKids will review the issue and either replace the item or process a refund if replacement is not possible.
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5. Orders & Payments via WhatsApp
ActiveKids accepts orders through WhatsApp. Order details, product confirmation and payment instructions are shared through WhatsApp before processing and delivery.
Customers are encouraged to review product details carefully before confirming payment.
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Need Help With an Order?
For refund reviews, order issues or product questions, contact ActiveKids through WhatsApp or email us directly.
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Refund Policy Summary
| Issue | ActiveKids Resolution |
|---|---|
| Wrong item delivered | Replacement offered where available |
| Wrong item delivered and cannot be replaced | Refund may be approved after item is returned in original form |
| Customer changes mind after ordering | Refund not offered |
| Item used, washed, damaged or altered | Refund not offered |
Frequently Asked Questions
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Does ActiveKids offer refunds?
Yes, but only if the delivered item is different from the ordered item, the item cannot be replaced, and the delivered item is returned in its original form.
Can I get a refund if I ordered the wrong size?
Refunds are not offered where the customer selected the wrong size, colour or product. Please confirm order details carefully before payment.
What condition should the returned item be in?
The item must be unused, unworn, unwashed, undamaged and returned in its original form with packaging, tags, labels or accessories where applicable.
How do I contact ActiveKids about a refund?
You can contact ActiveKids through WhatsApp using the same order channel or email info@activekids.co.ke.
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Shop Baby & Kids Essentials with Confidence
ActiveKids is a Kenyan online baby shop for kids clothes, baby clothes, newborn essentials and baby essentials, with countrywide delivery from Nairobi.