Refund policy

Refund & Returns Policy

At KidsStrike, we want you and your family to be completely happy with your purchase. If something isn't right, we're here to help.

This policy explains how returns, refunds, cancellations and faulty products are handled. Nothing in this policy affects your statutory rights as a consumer under UK law.

1. Your 14-Day Right to Cancel

If you are a consumer in the UK and you purchase goods from us online, you generally have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.

The 14-day cancellation period begins on the day you, or a person you nominate (other than the carrier), receives the goods.

To exercise your right to cancel, you must clearly tell us that you wish to cancel before the 14-day cancellation period ends.

You can contact us by:

Email: support@kidsstrike.com

You may also use the Model Cancellation Form at the end of this policy, although you do not have to use it. Any clear statement that you wish to cancel is sufficient.

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods to us.

2. Refunds Following Cancellation

If you cancel your order under your statutory 14-day cancellation right, we will refund the payments we have received from you for the cancelled goods, including the cost of our standard delivery service.

If you selected a delivery option that cost more than our standard delivery service, we will only refund the equivalent standard delivery cost.

We will normally issue your refund without undue delay and no later than 14 days after:

we receive the returned goods; or
you provide evidence that you have sent the goods back,

whichever happens first.

Refunds will normally be made using the same payment method you used for the original transaction, unless we have agreed otherwise with you.

3. Condition of Returned Goods

You are entitled to handle the goods to the extent necessary to establish their nature, characteristics and functionality, in much the same way as you would be able to inspect them in a shop.

However, if you handle the goods beyond what is reasonably necessary to inspect them, you may be responsible for any resulting reduction in their value.

For example, you may open a toy's packaging to inspect the product, but using the toy extensively may reduce its value.

We will not reduce a refund simply because you have reasonably handled or opened packaging where this was necessary to inspect the goods.

4. Return Postage

If you are cancelling your order under the statutory 14-day cancellation right because you have simply changed your mind, you are normally responsible for the direct cost of returning the goods to us, unless we have agreed otherwise.

We recommend using a tracked delivery service and keeping your proof of postage until your return has been completed.

If an item is faulty, damaged, incorrect or does not conform to your legal rights, we will cover the reasonable cost of returning it.

5. Our 30-Day Returns Promise

In addition to your statutory 14-day cancellation rights, KidsStrike offers a 30-day returns promise on eligible items.

Under this additional store policy, you may request a return within 30 days of delivery provided that:

the item is unused;
the item is in its original condition;
all original parts and accessories are included; and
the original packaging is retained where reasonably possible.

This 30-day promise is an additional benefit provided by KidsStrike. It does not replace, restrict or affect any statutory rights you may have under UK consumer law.

To request a return under our 30-day returns promise, email:

support@kidsstrike.com

Please include your order number and the reason for your return.

We will provide you with the applicable return instructions.

Unless the item is faulty, damaged or incorrect, return postage under this additional 30-day promise is your responsibility.

6. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, defective, not as described, or different from what you ordered, please contact us as soon as reasonably possible.

Your statutory rights under the Consumer Rights Act 2015 apply independently of our 14-day cancellation period and our additional 30-day returns promise.

Where the legal requirements are met, you may have the right to:

reject faulty goods and receive a refund within the first 30 days;
request a repair or replacement after the initial 30-day period;
receive a price reduction or refund where a repair or replacement is not possible or does not resolve the problem; and
exercise other remedies available to you under applicable UK consumer law.

If you believe your item is faulty, damaged or incorrect, please email:

support@kidsstrike.com

Please include your order number and, where possible, photographs showing the problem.

We will provide appropriate instructions and, where the return is our responsibility, arrange or cover the reasonable return delivery costs.

You will not be required to pay return postage for an item that is faulty, damaged or incorrectly supplied.

7. Items Excluded From the 14-Day Cancellation Right

Certain goods are excluded from the statutory cancellation right where the relevant legal conditions apply.

These can include:

goods made to your specifications or clearly personalised;
sealed goods which are not suitable for return for health or hygiene reasons once unsealed;
other goods falling within a statutory exception to the cancellation right.

Where an exception applies, your statutory rights in relation to faulty or non-conforming goods are not affected.

8. Items Not Eligible Under Our 30-Day Returns Promise

Our additional 30-day returns promise does not normally apply to:

items that have been used;
items returned with missing parts or accessories;
items that have been damaged after delivery through misuse or improper handling; or
items that are not returned in their original condition.

This does not affect your statutory rights where an item is faulty, damaged on arrival, incorrectly supplied or otherwise fails to meet the requirements of UK consumer law.

9. Exchanges

We do not currently offer direct exchanges.

If you would like a different product, colour or variant, you can return the eligible item for a refund and place a new order.

This does not affect your statutory rights in relation to faulty or non-conforming goods.

10. Cancelling Before Dispatch

If you contact us shortly after placing your order, we will do our best to cancel it before it is dispatched.

Please email support@kidsstrike.com as soon as possible and include your order number.

We cannot guarantee that an order can be cancelled before dispatch once it has entered our fulfilment process.

If your order has already been dispatched, your statutory cancellation rights remain unaffected. You may simply follow the applicable cancellation and return procedure after receiving the goods.

11. Refund Processing

Once your return has been received and checked, we will process any refund due to you in accordance with this policy and applicable UK law.

Refunds will normally be sent to the original payment method.

Although statutory refunds will be made within the applicable legal timeframe, we aim to process approved refunds as quickly as reasonably possible.

Your bank or payment provider may take additional time to make the funds available in your account.

12. Contact Us

If you have any questions about a return, refund, cancellation or faulty product, please contact:

KidsStrike
Email: support@kidsstrike.com

Our customer support team aims to respond within 24–48 hours, Monday to Friday.

Model Cancellation Form

You may use the following form if you wish to cancel your contract. You are not required to use this form; any clear statement that you wish to cancel is sufficient.

To: KidsStrike
Email: support@kidsstrike.com

I hereby give notice that I cancel my contract of sale for the following goods:

Order number: ______________________________

Goods ordered: ______________________________

Date ordered: ______________________________

Date received: ______________________________

Name of consumer: ______________________________

Address of consumer:

Signature of consumer (only if this form is submitted on paper):

Date: ______________________________