It is important to us that you are fully satisfied with your Krivo Toys purchase. We are committed to delivering high-quality toys, games, and educational products while ensuring a smooth shopping and return experience for all customers across the EU.
We offer free standard shipping on all orders above €49, provided the total shipment weight does not exceed 10kg. Orders below this threshold or exceeding the weight limit may be subject to standard shipping fees, which will be clearly displayed at checkout before payment confirmation.
RETURN & WITHDRAWAL RIGHTS
If you are not fully satisfied with your purchase, you have the right to return your products within 14 days of delivery in accordance with EU consumer protection law. In addition, Krivo may offer an extended voluntary return period for selected products as stated on the website.
The return period begins on the day you, or a third party nominated by you, receives the order. If your order is delivered in multiple shipments, the return period starts once the final item has been delivered.
To qualify for a return, the product must be unused, undamaged, and returned in its original packaging, including all accessories, manuals, and labels. Proof of purchase or order confirmation is required for all return requests.
FREE & PAID RETURN OPTIONS
Krivo offers flexible return options to make the process convenient for customers:
You may return your order free of charge within 14 days at one of our designated return points (where available). In return-point drop-off does not include any additional handling cost and is considered the most cost-effective return method.
Alternatively, you may choose to return your product using our courier pickup service, which carries a fixed service fee of €5 to €10 per return shipment. This fee covers logistics, handling, and processing of the return.
Return shipping costs may vary depending on the selected method and will always be clearly communicated before final confirmation of the return request.
RETURN PROCESS
To start a return or withdrawal, customers must use our official return system or contact customer support. You will need to provide order details, select the items to return, indicate quantities, and specify the reason for return.
Once your return request is approved, you will receive instructions for either return-point drop-off or courier pickup, depending on your selected method.
Returned items must be securely packaged to prevent damage during transit. We strongly recommend using the original packaging where possible.
EXCHANGES
The fastest way to receive a replacement product is to return the original item and place a new order separately. This ensures faster processing and product availability.
We only offer direct exchanges in cases where the product is defective, damaged upon delivery, or incorrectly delivered. Exchange requests are subject to stock availability.
If the replacement item is not available, a refund or alternative solution may be provided.
REFUNDS
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method. Refund processing typically takes up to 10 business days after approval, depending on your bank or payment provider.
If returned items are not in their original condition, we reserve the right to reduce the refund amount based on the diminished value of the product.
Shipping fees are generally non-refundable unless the return is due to an error on our part, such as receiving a defective or incorrect item.
ORDER CANCELLATION POLICY
Orders may be cancelled before shipment begins. In such cases, a small payment processing fee of €2 may be deducted from the refund amount.
If cancellation occurs after shipping has started, an additional logistics fee of €3 may apply, along with the €2 payment processing fee.
Once an order has been fully shipped or delivered, it must be handled through the standard return process.
DAMAGED OR DEFECTIVE ITEMS
If you receive a defective, damaged, or incorrect product, you must contact us immediately after delivery. We may request photos or supporting information for verification.
In such cases, Krivo will offer a replacement, repair, or full refund in accordance with EU consumer rights. Return shipping costs for confirmed defective items will be covered by us.
NON-RETURNABLE CONDITIONS
Certain items may not be eligible for return, including products that are used, damaged after delivery, or missing original packaging or accessories.
Items marked as final sale, hygiene-sensitive products (if applicable), or customized goods may also be non-returnable unless defective.
CONTACT INFORMATION
For any questions regarding returns, shipping, refunds, or exchanges, customers may contact our support team via the official contact details listed on our website. Our team will assist you throughout the return process and ensure timely resolution of your request.
