Merchandise for students, alumni, parents & supporters

    Returns, Exchanges & After-Sales Support

    Last updated: September 2026

    At Skool Essentials, our support continues after every order is delivered.

    For merchandise programmes managed by us, we handle return, exchange and product-related requests directly with the customer. This gives our partners a smoother programme without having to manage individual after-sales enquiries themselves.

    Our Commitment to Partners

    We aim to provide a clear and dependable after-sales process that protects the customer experience while reducing the administrative work required from our partners.

    Where we manage the programme’s customer support, our team will serve as the first point of contact for return, exchange and product-related enquiries. Significant or recurring issues may be reported to the partner where appropriate, without unnecessarily disclosing customers’ personal data.

    How We Support Our Partners

    Subject to the agreed scope of each programme, Skool Essentials can manage:

    • Customer return and exchange enquiries
    • Size exchanges for apparel
    • Assessment of defective or damaged products
    • Replacement of incorrectly supplied items
    • Coordination of return delivery or collection
    • Refund processing for approved cases
    • Customer communication throughout the process
    • Tracking and reporting of recurring product issues

    Programme-specific arrangements may vary depending on the product, ordering model and requirements agreed with the partner.

    Most standard, non-personalised products may be returned or exchanged within 30 days from the date of delivery, provided that:

    • The item is unused and in its original condition
    • The product seal, where applicable, remains intact
    • All original packaging, tags, accessories and included materials are returned
    • The product has not been washed, worn, altered or damaged
    • The item remains suitable for resale
    • Proof of purchase can be provided

    All returns and exchanges are subject to inspection and availability.

    For apparel, size exchanges are subject to available stock. If the requested size is unavailable, we will discuss the available alternatives with the customer.

    As many Skool Essentials products are specially created for individual schools, organisations or programmes, the following items are generally not eligible for change-of-mind returns or exchanges:

    • Personalised products
    • Products printed or embroidered with individual names
    • Made-to-order merchandise
    • Products produced according to a partner-approved design or specification
    • Limited-run or programme-exclusive merchandise
    • Items altered at the customer’s request

    However, customised or made-to-order products may still qualify for an appropriate remedy if they are defective, damaged, incorrectly supplied or materially different from the approved specifications.

    If a customer receives an item that is defective, damaged during delivery or incorrectly supplied, they should contact Skool Essentials as soon as possible, preferably within 7 days of delivery.

    To help us assess and resolve the matter efficiently, the customer should provide:

    • Their order number
    • A description of the issue
    • Clear photographs or videos of the product
    • Photographs of the packaging, where relevant
    • Any other information reasonably required for assessment

    Once the issue has been verified, we may arrange an appropriate resolution, such as:

    • Repair
    • Replacement
    • Exchange
    • Partial refund
    • Full refund

    The appropriate resolution will depend on the nature of the issue, product availability and applicable consumer protection requirements.

    A return or exchange may not be accepted if:

    • The request is submitted outside the applicable return period
    • The item has been used, worn or washed
    • The product seal has been broken or tampered with
    • The item has been altered, modified or damaged after delivery
    • Packaging, labels, tags, manuals, accessories or included items are missing
    • The item is no longer in its original condition or suitable for resale
    • The item was personalised or made to order
    • The product was marked as non-returnable before purchase
    • Proof of purchase cannot be provided

    These exclusions do not affect any rights the customer may have in relation to defective or non-conforming goods under applicable law.

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    Where a refund is approved:

    • The refund will generally be made to the original payment method
    • Processing time may vary depending on the payment provider or financial institution
    • Original delivery fees are generally non-refundable for change-of-mind returns
    • Delivery fees may be refunded where the return results from an error by Skool Essentials
    • Any applicable deductions will be communicated before the refund is processed

    For verified defective, damaged or incorrectly supplied products, reasonable return delivery costs will be covered or arranged by Skool Essentials.

    For other approved returns or exchanges, including change-of-mind or size exchanges, the customer may be responsible for:

    • Returning the original item
    • The cost of return delivery
    • The cost of delivering the replacement item

    The applicable arrangement will be communicated before the return or exchange is confirmed.

    Return and exchange arrangements may be adapted for each partner programme based on:

    • Product type
    • Customisation requirements
    • Production method
    • Available inventory
    • Ordering period
    • Fulfilment arrangement
    • Collection or delivery method

    Any programme-specific terms will be communicated to the partner and displayed to customers through the relevant ordering channel where appropriate.