Refund policy
Overview
At Pinky Kiky, each product is carefully handcrafted and many items are made to order. Because of this, return conditions depend on the type of product purchased.
Right of Withdrawal (EU Customers)
For standard (non-personalized) products, customers within the European Union have the right to return their order within 14 days of delivery, without providing a reason.
To be eligible:
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The item must be unused and in original condition
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The item must be in original packaging
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Proof of purchase is required
Return shipping costs are the responsibility of the customer.
Non-Returnable Items
The following items cannot be returned:
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Personalized products
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Made-to-order products
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Pre-order items
By placing such an order, you acknowledge that the product is made specifically for you and is exempt from the 14-day withdrawal right under EU law.
Damaged or Incorrect Orders
Please inspect your order immediately upon delivery.
If your item is damaged or incorrect, contact us as soon as possible at:
info@pinkykiky.com
To process your claim, you must provide clear photo or video evidence of the issue immediately after delivery.
If the issue is confirmed, we will provide a replacement.
Return Process
To start a return, contact us at:
info@pinkykiky.com
Returns must be approved before sending the item back.
Items sent without prior approval may not be accepted.
Return address will be provided after approval.
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved, the refund will be issued to your original payment method.
Please note:
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Shipping costs are non-refundable
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Refund processing time may vary depending on your bank
Exchanges
We do not offer direct exchanges.
If you wish to replace a product, please return the original item (if eligible) and place a new order.
Legal Rights
This policy does not affect your statutory rights under applicable consumer protection laws.
Contact
For any questions regarding returns:
Pinky Kiky d.o.o. Ulica Pavla Lončara 2 10290 Zaprešić Croatia