Refund policy
Last Updated: [4th June 2026]
At Kintaro DIY, we take great pride in the quality of every kit we create. Our goal is to ensure that every child receives a complete, functional, and enjoyable learning experience. While we make every effort to ensure that orders reach customers in perfect condition, we understand that occasional issues may arise during transit or fulfillment.
This Refund & Replacement Policy outlines the circumstances under which replacements or refunds may be provided and explains the process for reporting concerns.
1. Our Commitment
Kintaro DIY primarily follows a Replacement-First Policy. In most eligible cases, we will replace the affected product or missing component to ensure that your learning experience is not interrupted.
Refunds are generally considered only in exceptional situations where a replacement cannot reasonably be provided or where a refund is otherwise deemed appropriate by our support team.
2. Eligibility for Replacement or Refund
You may be eligible for a replacement or refund if:
- The product was damaged during transit.
- You received an incorrect product that differs from the item ordered.
- The kit contains missing parts or components.
- The product has a verified manufacturing defect or quality issue.
To be eligible for support, the issue must be reported within the timeframe specified in this Policy and accompanied by appropriate supporting evidence.
For claims relating to missing parts or components, customers may be required to provide photographs of all contents received in the package to assist our team in verifying the issue and arranging the appropriate replacement.
Please note that due to the nature of DIY educational kits, products that have been opened, assembled, partially assembled, modified, or used cannot be returned unless the issue relates to damage, missing components, incorrect fulfillment, or a verified manufacturing defect.
3. Reporting an Issue
If you believe there is an issue with your order, please notify us within 48 hours of delivery.
To help us resolve your concern efficiently, we request that you provide:
Your order number.
A brief description of the issue.
Clear photographs showing the concern; or
An unboxing video recorded at the time of opening the package.
Photographic or video evidence helps our team verify claims quickly and coordinate with logistics partners where necessary. Claims submitted without reasonable supporting evidence may not be eligible for replacement or refund consideration.
4. Review and Resolution Process
Once we receive your request, our customer support team will review the details and supporting documentation.
Most cases are reviewed within 48 to 72 business hours.
If the claim is approved, we will arrange a replacement product or replacement component at no additional cost to you.
In situations where a replacement is not available, practical, or feasible, Kintaro DIY may, at its sole discretion, offer a refund after completing an internal review.
All decisions regarding replacements and refunds shall be made based on the information provided, product availability, and the outcome of our investigation.
Information, photographs, videos, and documentation submitted as part of a replacement or refund request will be collected, stored, and processed in accordance with our Privacy Policy.
5. Refund Processing
Where a refund has been approved, the amount will be processed to the original payment method used for the purchase.
Refunds are generally initiated within 5 to 7 business days from the date of approval. The actual credit timeline may vary depending on your bank, card issuer, payment provider, or financial institution.
Kintaro DIY shall not be responsible for delays caused by third-party payment processors or banking systems.
6. Reverse Shipping
In certain cases, we may request that the original product be returned before processing a replacement or refund.
Where a return is required, the customer may initially be responsible for arranging reverse shipping. However, if our review confirms that the issue arose due to:
- Transit damage;
- Incorrect product dispatch;
- Missing components caused by fulfillment errors; or
- Manufacturing defects;
Kintaro DIY may, at its discretion, arrange reverse pickup, reimburse reasonable return shipping costs, or provide an alternative solution.
Any reimbursement shall be subject to prior approval and submission of valid shipping receipts.
7. Situations Not Covered Under This Policy
Kintaro DIY shall not be responsible for damage resulting from misuse, improper assembly, unauthorized modification, accidents, neglect, failure to follow instructions, or use of products outside the recommended age guidelines.
The following situations are generally not eligible for replacement, return, or refund:
- Damage caused by misuse, mishandling, negligence, or improper storage.
- Products that have been intentionally altered, modified, or repaired.
- Normal wear and tear arise from regular use.
- Minor variations in packaging, color, design, or product appearance that do not affect functionality.
- Claims reported after 48 hours of delivery.
Issues arising from failure to follow assembly instructions, safety guidelines, or recommended usage practices.
Customer preference changes after the product have been delivered.
Incorrect orders placed by the customer.
8. Warranty and Product Usage Disclaimer
Kintaro DIY products are designed and tested to provide a safe, educational, and enjoyable learning experience when used as intended. Our support covers products affected by transit damage, manufacturing defects identified before use, missing components, or fulfillment errors as outlined in this Policy.
Except as expressly stated herein, Kintaro DIY does not provide any additional product warranty after successful delivery and normal use of a product. Damage resulting from accidental breakage, improper assembly, misuse, unauthorized modification, negligence, exposure to water, excessive heat, or failure to follow instructions is not covered.
DIY kits are intended to be assembled, handled, and enjoyed as part of the learning experience. As such, normal wear and tear or damage occurring after successful assembly and use shall not qualify for replacement or refund.
9. Product Variations
Kintaro DIY products may contain natural and manufacturing-related variations that do not affect functionality, educational value, or product quality.
Colours may appear slightly different due to screen settings, display calibration, photography, or lighting conditions. MDF components may exhibit natural variations in texture, grain appearance, colour tone, or surface finish. Printed materials, graphics, and packaging may also contain minor differences arising from production processes.
Such variations are considered normal and shall not constitute defects or grounds for replacement, return, or refund unless they materially affect the intended functionality or usability of the product.
10. Cancellation of Orders
Orders may be cancelled only before they have been dispatched from our warehouse.
Once an order has been shipped, it cannot be cancelled and will be governed by this Refund & Replacement Policy.
Kintaro DIY reserves the right to cancel any order due to product unavailability, pricing errors, suspected fraud, payment issues, or other operational reasons. In such cases, any amount received from the customer will be refunded in full.
11. Governing Policy
This Refund & Replacement Policy forms part of and should be read together with our Terms of Use and Privacy Policy available on the Website. By requesting a replacement, return, or refund, you acknowledge and agree that the provisions contained in those policies may also apply where relevant.
In the event of any inconsistency between these policies, Kintaro DIY reserves the right to interpret and apply them in a manner consistent with applicable law and its customer support practices.
12. Contact Us
If you need assistance regarding a damaged, defective, incomplete, or incorrect order, please contact our customer support team.
Kintaro DIY
Website: https://kintarodiy.com/
Email: info@kintarodiy.in
Customer Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM (IST)
We are committed to resolving genuine concerns fairly and ensuring that every child receives the complete Kintaro DIY experience.