Return & Replacement Policy

1 Our approach to returns

DKIVA kits are curated learning products, and many items (activity materials, craft supplies, consumables) are hygiene- and safety-sensitive for children. For this reason we focus on replacements and resolutions rather than open-ended returns. We stand fully behind the quality of every kit.

2 When you can request a return / replacement

You are eligible to raise a request if:

• The kit arrived damaged or tampered in transit.
• An item in the kit is defective or broken.
• You received an incorrect kit or missing item.

3 Time window

Please raise your request within 48 hours of delivery, along with clear photos of the outer package and the affected item(s). Requests raised after this window may not be eligible, as we cannot verify transit or handling condition.

4 What is NOT eligible

• Items that have been used, opened or assembled, unless they were defective.
• Requests raised after the 48-hour window.
• Change-of-mind returns for delivered subscription kits (you can instead pause or cancel future kits anytime — see our Refund & Cancellation Policy).
• Damage caused after delivery due to misuse or normal wear.

5 How to raise a request

• Email help@dkiva.com with your order ID, a short description, and photos of the package and item.
• Our team reviews every request within 2–3 business days.
• If approved, we arrange a free replacement of the affected item(s), or an alternative resolution.

6 Refunds on approved returns

Where a replacement is not possible, an approved case may be resolved with a refund or account credit as per our Refund & Cancellation Policy. Approved refunds are processed to the original payment method, typically within 5–7 business days.