Refund & Returns Policy

About Us

We’re a small UK-based business with a big mission to support children, teens, families, schools and communities through The Resilient ecosystem.

As a small business, we are unfortunately unable to offer free returns unless an item arrives damaged or faulty.

We aim to dispatch all standard orders within 3 working days.

For personalised items, please allow approximately 3–7 working days.

Shipping costs are displayed during checkout before payment is completed.

Tracking information will be provided wherever possible.

Returns

To request a return, please contact us at: hq@theresilientkid.co.uk

• Free returns are only available for items that arrive damaged or faulty.
• If you wish to return an item due to a change of mind or for any reason unrelated to a product fault, return postage costs must be covered by the customer.
• Please obtain proof of postage when returning an item, as this protects you if the parcel is lost in transit.
• You have 14 days from receiving your item to request a return.
• Refunds will usually be processed within 7 days of the returned item being received and inspected.

Exchanges

If you would like to exchange an item, please contact us before returning the product.

• Exchanges can be requested within 14 days of purchase, excluding personalised items.
• As a small business, we are unable to offer free exchanges and additional postage charges will apply.
• Please obtain proof of postage for any returned items to protect against loss or damage during transit.
• Once your original item has safely arrived back with us, we will contact you to arrange payment of the £4.99 postage and packaging fee for the replacement item.

Personalised Products

Unfortunately, personalised or custom-made products cannot usually be returned or exchanged unless they arrive faulty or damaged.

Statutory Rights

This Refund & Returns Policy does not affect your statutory rights under UK consumer law.