Refund policy

Returns, Exchanges & Refund Policy

At Ohana Kids, your satisfaction is our priority. If something isn't quite right with your order, we’re here to help. You may request a return, exchange, or refund within 30 days of receiving your items.

Please read the guidelines below to ensure your product is eligible.

Eligibility for Returns

You may return or exchange your item if:

  • The product is unused and in its original condition

  • The original packaging and accessories are included

  • The request is made within 30 days of delivery

  • You provide proof of purchase (order number or email)

Items showing signs of use, damage, or improper handling may not qualify for a refund.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

  • Items that have been used

  • Products damaged by moisture, heat, or improper handling

  • Items without original packaging

  • Free gifts or promotional items

These items are only eligible for return if they arrive defective.

Exchanges

We offer exchanges for:

  • Defective items

  • Incorrect items received

  • Items damaged during transit

If you need an exchange, please contact us and we will assist you.

Defective or Damaged Items

If your item arrives defective or damaged, please contact us within 7 days of receiving your order.

Provide the following for faster assistance:

  1. Order number

  2. Photos or videos of the issue

  3. Description of the problem

If the defect is confirmed, you may choose:

  • A replacement

  • A full refund

We prioritize defective item claims.

Refunds

Once your returned item is received and inspected, we will notify you about approval.

If approved:

  • Your refund will be issued to your original payment method

  • Processing may take 3–10 business days, depending on your bank or payment provider

Shipping fees are non-refundable unless we made an error with your order.

Return Shipping Costs

  • If the item is defective, damaged, or incorrect: We cover the return shipping cost.

  • If the return is due to change of mind or dissatisfaction: The customer is responsible for the return shipping cost.

Order Cancellations

Orders may be cancelled within 2 hours of purchase.
If the order has already been processed or shipped, cancellation may not be possible.

If shipped, you will need to follow our standard return policy.

Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  1. Check your bank account again

  2. Contact your credit card company

  3. Contact your bank

  4. If you still need help, email us

Processing times vary depending on the bank.

How to Request a Return or Exchange

Please contact our support team with your request:

Email: ohanakidsstore@gmail.com
Instagram: https://www.instagram.com/ohanakids.store
TikTok: https://www.tiktok.com/@storeohanakids

Include:

  • Your full name

  • Order number

  • Reason for return or exchange

  • Photos/videos if applicable

We respond within 24–48 hours.

Important Notes

  • Unauthorized returns may not be accepted.

  • We do not refund orders returned to us due to incorrect address, failed delivery attempts, or unclaimed parcels.

  • Returned items must comply with our quality guidelines to be eligible for refund or exchange.