Refund policy

Returns Policy

Our Cancellation & Returns Policy

UltimateKids are confident that you’ll be very happy with your purchase. However, we understand that sometimes you might need to send something back. This policy explains your legal right to cancel & return items.

Your Statutory Right to Cancel.

You have a legal right to cancel your contract with us for any reason within 14 days of receiving your items.

Time Limit: Your right to cancel expires 14 days from the day you (or a person you nominate) receive your goods.
How to Cancel: To exercise your right to cancel, you must inform us of your decision with a clear statement. You can do this by contacting our customer service team by email, or by completing and returning the Form below. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
Refunding Your Order: Refunds will be processed by the original payment method. If you paid by card, it could take up to 5 working days to appear back in your account; with PayPal, refunds can take up to 30 days. With Klarna, refunds can take up to 14 days. During high or peak periods refunds may take longer.
Enhanced Delivery/Specialisation, if you chose a more expensive, enhanced delivery option (e.g., Next Day Delivery), we are only required to refund the cost of our standard delivery option. Personalised or specialisation items will not be refunded.
Returning the Items: You must send back the items within 14 days of telling us you wish to cancel. Products are to be returned at your own cost; we do not offer a free returns service or refund postage costs. The returns parcel remains your responsibility until it arrives back with us, so we recommend that you gain proof of postage in case your item gets lost, and you need to make a claim with the carrier you used for your return.
Condition of Returned Items: You have a right to inspect the items as you would in a shop. However, if your handling of the goods has diminished their value, we may make deductions from your refund. Items should be returned in their original, saleable condition with all original packaging and tags intact.
Shortages, if you experience any shortages, incorrect products or faulty items please report within 48hrs of receiving your order.

Cancellation Form

(You can use this form to cancel your order, but you don't have to.)

To: UltimateKids, CCG Depot Ainsworth Street, Rochdale, Greater Manchester, OL16 5QX United Kingdom ( info@UltimateKids.co.uk )

Ordered on: [Date] / Received on: [Date]

Order Number:

Name of customer:

Address of customer:

Date Returning:

You Changed Your Mind, Our Policy

In addition to your legal rights, we offer a more generous 30-day 'change of mind' returns window, which runs from the day you receive your items.

If you are outside the 14-day statutory cancellation period but within 30 days of receipt, you can still return your purchase to us for a refund of the item price, subject to the conditions below.

Conditions: Items must be returned to us in their original, saleable condition. We ask that you return them with all original packaging, wrapping, tags, and labels intact and attached where possible.
Return Costs: Returns for this reason are made at your own cost. We recommend using a tracked service and keeping your proof of postage until we have confirmed receipt.
Refund: We will issue a full refund for the price you paid for the items to your original payment method. Please note that for returns made outside of the 14-day statutory cancellation period, the original outbound delivery charge is non-refundable.

· Goodwill, if your item was damaged when you received it then you'll need email us within 48 hrs about arranging an exchange, a replacement or a refund. Photos emailed will help support any issues in some cases, we may be able to offer you a discount to keep the item if it's something purely cosmetic that you'd be happier to keep for a partial refund or goodwill.

Faulty or Incorrect Items

We're very sorry if there's a problem with your order. Your statutory rights state that goods must be as described, fit for purpose, and of satisfactory quality.

If you have received a faulty or incorrect item, please contact our customer service team directly before sending anything back to us. Info@UltimateKids.co.uk

Our team will ask for some further details and arrange the return of the item for you, explaining the options available (such as a refund, repair, or replacement) in line with your statutory rights.

How to Return an Item

Prepare Your Package: Please ensure the item is securely packaged. Include a covering note with your package that clearly states your full name, address, and order number. Briefly state the reason for the return and provide your contact details.
Post Your Item: Please send your return to the relevant address below. (Please note: For faulty items, contact us first before posting).

For all returns, please remember to obtain proof of postage.

Return Addresses

For orders from the UK: UltimateKids, CCG Depot Ainsworth Street, Rochdale, Greater Manchester, OL16 5QX United Kingdom

For orders from the EU UltimateKids, CCG Depot Ainsworth Street, Rochdale, Greater Manchester, OL16 5QX United Kingdom

For orders from the United States: UltimateKids, CCG Depot Ainsworth Street, Rochdale, Greater Manchester, OL16 5QX United Kingdom

For orders from Canada: UltimateKids, CCG Depot Ainsworth Street, Rochdale, Greater Manchester, OL16 5QX United Kingdom

Important Information for International Returns

Refunds: For orders placed from outside the UK, please be aware that currency exchange rates can fluctuate. This means there may be a minor difference in the refunded amount compared to the original price paid. We cannot be held liable for these discrepancies. Any customs or duty fees will not be refunded.
Fees: Any currency conversion fees imposed by your bank or payment provider at the point of purchase are beyond our control, and we are unable to refund these costs.