Refund policy
Refund and returns policy for the shop and The School Leader Platform (Community)
We aim to make your experience smooth, transparent and fair. This policy follows UK consumer protection law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. It does not affect your statutory rights.
Business details
Business name: HeadteacherChat Ltd
Returns address: HeadteacherChat, 29 Constable Road, Norwich, NR4 6RW
Email: info@headteacherchat.com
Company registration number: 14015248
VAT number: 441 3477 08
Physical products (for example, planners)
You can cancel your order and return a physical product within 14 days of the day you receive it, without giving a reason.
To help us process your return quickly, please:
- email info@headteacherchat.com before sending anything back, so we can confirm the next steps
- send the item to HeadteacherChat, 29 Constable Road, Norwich, NR4 6RW, with a note of your name and order number
- return the item in the condition you received it, in its original packaging where possible
You can handle an item as you would in a shop to check it. If it has been used beyond that, we may reduce your refund to reflect the loss in value.
Return postage costs
If you are returning an item because you changed your mind, you pay the return postage. We recommend a tracked service so you have proof that you sent it.
Items that cannot be returned
- Digital products (for example, downloads and masterclasses) once you have started downloading or streaming them. See below.
- Gift cards.
Damaged, faulty or incorrect items
Please check your order when it arrives. If an item is damaged, faulty or not what you ordered, email info@headteacherchat.com within 14 days of delivery with your order number and a photo of the problem. We will send a replacement or give you a refund. You usually won't need to send the item back. If we do need it, we will tell you how to return it and pay the postage. Your rights under the Consumer Rights Act 2015 also apply.
Digital products
Before you buy a digital product, we ask you to agree that the download or streaming can start straight away, and to acknowledge that you will then lose your 14-day right to cancel (Regulation 37 of the Consumer Contracts Regulations 2013). Once you have started downloading or streaming, we cannot offer a refund unless the product is faulty or not as described.
The School Leader Platform (Community) membership
You have 14 days from sign-up to cancel your subscription for a full refund. To cancel, email info@headteacherchat.com with your name and the email address you used to sign up. After 14 days, your membership continues until the end of the period you have paid for, and we are unable to offer refunds for the remaining time.
Your right to cancel (physical goods)
To cancel an order for physical goods within 14 days of receiving it, email info@headteacherchat.com with:
- your name
- your order number
- a clear statement that you wish to cancel
We will refund the item price and the standard delivery cost you paid. You are responsible for the cost of returning the item.
Exchanges
To exchange an item:
- Return the original item, following the process above.
- Place a new order for the replacement item.
Refunds
We will refund you within 14 days of receiving the returned item, or of you showing us proof that you have sent it back, whichever is sooner. Refunds go back to your original payment method. If you were invoiced, we will cancel the invoice or issue a credit note. Your bank or payment provider may take a few extra days to show the refund. If you have not received it within 14 days, contact us at info@headteacherchat.com.
Order confirmation
When you place an order, you will receive a confirmation email showing:
- the goods or services you bought
- the total cost, including taxes and delivery
- delivery timescales
- your cancellation and refund rights
Please keep this email as your receipt.
For more information or help, contact us at info@headteacherchat.com.