Refund policy
At Maple & Kids, we want you to feel confident and happy when shopping with us 😊 Your satisfaction matters, and we do our best to make every order a smooth and enjoyable experience.
Please read our Return and Refund Policy carefully before making a purchase. This policy explains how returns, refunds, exchanges, and order concerns are handled.
Return Period
We accept return requests within 30 days of receiving your order.
To be eligible for a return, the item must be unused, in its original condition, and in its original packaging. Items must also include any accessories, manuals, tags, or parts that were included when you received the product.
If more than 30 days have passed since your order was delivered, unfortunately, we may not be able to accept your return.
Return Eligibility
To qualify for a return, your item must meet the following conditions:
The item must be unused and in the same condition that you received it.
The item must be returned in its original packaging.
The item must not be damaged, altered, washed, or used.
The item must include all original parts, accessories, and product materials.
Proof of purchase, such as your order number or confirmation email, must be provided.
For hygiene, safety, and quality reasons, certain items may not be eligible for return if they have been opened, used, or are no longer in resellable condition.
Non-Returnable Items
Some items may not be eligible for return, including:
Items that have been used, damaged, washed, altered, or are missing original packaging.
Items returned without prior approval from our customer support team.
Gift cards, promotional items, or final sale items, where applicable.
Products that cannot be returned for hygiene, safety, or health reasons once opened or used.
If you are unsure whether your item is eligible for return, please contact us at support@mapleandkids.com and we will be happy to assist you.
How to Request a Return
To start a return, please contact us at support@mapleandkids.com within 30 days of receiving your order.
When contacting us, please include:
Your full name
Your order number
The item you would like to return
The reason for your return request
Photos or videos of the item, if the product arrived damaged, defective, or incorrect
Once your request is reviewed, our support team will provide return instructions if your item is eligible. Please do not send your item back without contacting us first, as unauthorized returns may not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect due to an error on our part.
Return shipping fees are non-refundable. We recommend using a trackable shipping service when returning your item, as Maple & Kids is not responsible for returns that are lost, delayed, or damaged during return transit.
Damaged, Defective, or Incorrect Items
We carefully check orders before they are shipped, but if your item arrives damaged, defective, or incorrect, please contact us as soon as possible at support@mapleandkids.com.
Please include your order number and clear photos or videos showing the issue so our team can review your concern quickly.
If the issue is verified, we may offer a suitable resolution, such as a replacement, refund, or store credit, depending on the situation and product availability.
Refund Processing Time
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed within 10 business days to your original payment method.
Please note that your bank, credit card provider, or payment processor may take additional time to post the refund to your account. This processing time is outside our control.
Partial Refunds
In some cases, only a partial refund may be granted. This may apply if an item is returned with signs of use, missing packaging, missing parts, or damage not caused by Maple & Kids.
We always aim to handle returns fairly and clearly, and our support team will communicate with you throughout the process.
Exchanges
If you would like to exchange an item, please contact us at support@mapleandkids.com.
Exchanges may be offered depending on product availability. If the item you want is unavailable, we may offer a refund, replacement option, or store credit where appropriate.
Order Cancellations
If you need to cancel your order, please contact us as soon as possible at support@mapleandkids.com.
We will do our best to help, but we cannot guarantee cancellation once an order has already been processed, packed, or shipped.
Refunds for Missing or Lost Orders
If your order has not arrived within the expected delivery timeframe, please contact us so we can assist you with tracking and next steps.
If an order is confirmed lost or has not been delivered within 60 days from the shipping date, Maple & Kids may offer a suitable resolution, such as a replacement or refund, depending on the circumstances.
Contact Us
If you have any questions about returns, refunds, exchanges, or order concerns, our friendly support team is here to help 😊
Email: support@mapleandkids.com
Company Name: Maple & Kids
Business Address:
1165 W 10th Ave
Vancouver, BC V6H 1J2
Canada
Warehouse Address:
No. 139 Tai Shui Hang S St
Ma On Shan, Sha Tin District
Hong Kong