Refund and Returns Policy

Effective Date: December 27, 2024

At KiboBabyMilk, we are committed to providing high-quality baby milk products. Your satisfaction is our priority. If you are not completely satisfied with your purchase, we offer a clear and straightforward refund and returns process. Please read the details below for more information.

1. Returns Eligibility

We understand that sometimes a product may not meet your expectations or there may be issues with your order. You may return items under the following conditions:

  • Damaged or Defective Products: If your product arrives damaged or defective, you can return it for a full refund or replacement within 14 days of receiving your order.

  • Incorrect Product: If you receive an incorrect product, please contact us within 14 days of receiving the order to request a return and exchange.

  • Unopened Products: If you change your mind about your purchase, you may return unopened items within 14 days of delivery. The product must be in its original, unused condition and packaging.

  • Hygiene and Safety Products: For the safety and hygiene of our customers, we do not accept returns on opened baby milk products unless the product is defective or incorrect.

2. How to Initiate a Return or Refund

If you wish to return an item, please follow these steps:

  1. Contact Us: Reach out to our customer service team by email at info@kibobabymilk.com or call us at 505-943-1826. Provide your order number, a brief description of the issue, and whether you would like a refund or a replacement.

  2. Return Authorization: After reviewing your request, we will provide you with return instructions and a return authorization. Please ensure that you have all the necessary documentation (order number, proof of purchase, etc.).

  3. Return Shipping: You are responsible for return shipping costs unless the product is defective or incorrect. Please ensure you use a trackable shipping method to return the item to avoid lost shipments. We recommend using a reliable courier service.

3. Refund Process

Once we receive the returned product, we will inspect it to verify that it meets the conditions for return. If the return is approved:

  • Refund Method: Refunds will be issued to your original payment method within 7–10 business days after we process the return.
  • Shipping Fees: Shipping charges are non-refundable unless the return is due to an error on our part (e.g., damaged, defective, or incorrect items).

4. Exchanges

If you would like to exchange a product for a different size, flavor, or product, please follow the same process as a return and place a new order for the desired item. The return of the original item must meet our return conditions.

5. Non-returnable Items

The following items cannot be returned or refunded:

  • Opened or used baby milk products (unless defective or incorrect)
  • Products marked as non-returnable at the time of purchase

6. Late or Missing Refunds

If you haven’t received a refund after the specified processing time, please first check your bank or credit card account. Refunds may take some time to appear due to the processing time of your bank or credit card provider. If you have done this and still have not received your refund, please contact us at info@kibobabymilk.com.

7. Contact Us

If you have any questions or need assistance with returns or refunds, please reach out to our customer service team:

Thank you for shopping with KiboBabyMilk! We value your business and strive to ensure that you are satisfied with your purchase.