Refund policy
Last updated: 22 April 2026
It is our ambition to deliver only high-quality products. If something is not right, we are here to help — whether it is a warranty issue, a return, or a cancellation.
PART 1 — WARRANTY
1. Our Warranty Promise
It is possible that something goes wrong during the production process. In that case, a warranty applies and the product will be repaired, replaced, or refunded by us. We provide the statutory 2-year legal guarantee under Belgian/EU consumer law (Law of 1 September 2004).
2. Warranty Conditions
A warranty claim will be assessed if the defect is NOT caused by any of the following:
- Damage caused by intentional acts or negligence
- Improper use or lack of maintenance
- Modifications or repair work carried out in an amateurish way by the customer or a third party without our permission
- Normal and/or natural wear and tear
- Damage resulting from not following the user instructions correctly
Defects reported within 6 months of delivery are presumed to have existed at the time of delivery, in accordance with Belgian consumer law.
3. How to Submit a Warranty Claim
To start a warranty claim, email us at info@kido-alarm.com with the following:
- A clear and detailed description of the defect
- Photos or video that help illustrate the problem
- Proof of purchase from our webshop (order number or order confirmation email)
Our quality team will conduct an initial assessment. We will communicate our decision within 14 days of receiving the complaint.
In case of doubt, insufficient information, or if the product may be repairable, we may ask you to send the product back to us for further inspection. Further details will be communicated on a case-by-case basis.
4. Warranty Outcome
If your claim is approved, we will offer one of the following remedies at our discretion:
- Repair of the defective product
- Replacement with an equivalent product
- Refund to your original payment method
Any repair or replacement will be carried out within a reasonable period and without serious inconvenience to you, taking into account the nature of the product.
PART 2 — RETURNS
5. Return Window
You may return your order within 15 days of the delivery date. The delivery date is the date on which the carrier delivered the product to you.
6. Conditions for Return
To be eligible for a return, the item must meet all of the following conditions:
- Returned within 15 days of the delivery date
- Undamaged and unused (not activated or tampered with)
- In the original packaging with all accessories and documentation included
- All contents, accessories, and documentation included in the original box
- Accompanied by proof of purchase (order number or order confirmation email)
We reserve the right to refuse returns or apply a deduction for items returned in a non-original or used condition. Returns sent after the return period will not be accepted.
7. How to Register a Return
To start a return, email us at info@kido-alarm.com with the following information:
- Your order number
- Your personal details (name, address, phone number)
- Whether you wish to return (refund) or exchange the product
- The reason for the return (if any)
Once we confirm your return request, you have a further 14 days to send the product back to us.
8. Return Shipping
Return shipping is entirely at the customer's own cost and risk. We do not provide prepaid return labels.
Please pack the product securely in a box of your choice — original packaging is preferred but not required. We recommend using a trackable shipping method. We are not responsible for items lost or damaged in transit on the way back to us.
If a return is sent with insufficient or no postage, the shortfall will be deducted from the refund.
9. Non-Returnable Items
The following cannot be returned:
- Products damaged due to misuse, negligence, or improper handling
- Products with removed or tampered serial numbers or security seals
- Items returned outside the 15-day return window
10. Refunds
Once we receive and inspect your return, we will notify you by email. If the return is accepted:
- A full refund will be issued to your original payment method within 14 days of receiving the returned item
- The refund covers the product price. Original outbound shipping costs are non-refundable
- Return shipping costs are non-refundable
Please allow an additional 3–5 business days for your bank or card provider to process the credit after we issue the refund.
11. Exchanges
We do not offer direct exchanges. To exchange a product, please register a return for the item you wish to send back (see Section 7) and place a new order for the product you would like instead. Email info@kido-alarm.com to start the process.
PART 3 — CANCELLATIONS
12. Pre-Order Cancellations (Before Dispatch)
You may cancel a pre-order at any time before dispatch for a full refund — no return shipment required.
Email info@kido-alarm.com with your order number. We will confirm cancellation and process your refund within 14 days. This applies at any point before dispatch, including before stock arrives in mid-July.
13. In-Stock Order Cancellations (Before Dispatch)
In-stock orders can be cancelled within 24 hours of placement, provided they have not yet been dispatched. Email info@kido-alarm.com with your order number as soon as possible. Once dispatched, the standard 15-day return process applies.
14. EU Statutory Right of Withdrawal
In addition to our 15-day return window, EU consumers have a statutory 14-day right of withdrawal under EU Directive 2011/83/EU, starting from the day you physically receive your product. You are not required to give a reason.
To exercise this right, notify us at info@kido-alarm.com before the 14-day period expires using the model withdrawal form included in our Terms & Conditions, or by any other clear written statement. Return shipping is at your cost. Refund will be issued within 14 days of receiving the returned goods.
15. Contact
For all warranty claims, return registrations, and cancellations: info@kido-alarm.com
Clemix BV (Kidô-Alarm) · Paardenstraat 16, 9070 Destelbergen, Belgium · VAT: BE1019637571