Refund Policy

30 Day Returns Policy

In addition to your statutory right to cancel your Order within 14 days, if for any reason you are unhappy with your purchase from the Website, you can return it to us in its original condition, in original packaging with its proof of purchase within 30 days of the date you received the Good(s). A refund will be issued in accordance with our Returns Policy below.

If you wish to exercise your right to cancel this contract after your order has already been dispatched please follow the procedure set out in our Returns procedure.

Please note that your right to return Products does NOT apply to Products which fall into the following categories unless they are faulty:

• Goods made to your specification
• Perishable goods (for example food)
• Pierced jewellery
• CD, DVD, tapes or other recording media, software or videos if their seal is broken.

Returns

For all returns, please contact us as soon as possible using the contact form, expressing your wish to return. Please wait for confirmation from one of our team before returning.

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resellable condition. Returns should be made within a reasonable time (28 days) and in original, undamaged packaging.

Unfortunately we cannot offer a free returns service, or refund your shipping charge.

If returning an item from outside of the UK, please wait until you have received an email from us advising how to return so we can make arrangements for any customs and duties required to return.

Under new safety measures, returns will be held for 3 working days before handling. Please see our FAQs for more information on changes made due to Coronavirus.

Our policies have been updated to comply with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This section sets out your rights to return an item, or cancel an order under defined circumstances.

Your right to cancel

You can cancel your order at any point in the order process for a full refund. Please email us using the contact form, and we will acknowledge the cancellation. If we have already dispatched your items, you have 14 days to please return the goods to us from the acknowledgement of cancellation date.

How To Return An Item

We recommend the goods are returned by recorded delivery so that you have proof of postage, as we cannot accept responsibility for goods lost in transit. You must cover the delivery cost for returning unwanted goods.

The goods must be returned in their original packaging, stating the reason for the return.

Please return to:

Royal Museums Greenwich Online Shop, National Maritime Museum, Park Row, Greenwich, London, SE10 9NF

The goods must be returned to us before we can action a refund. We will not be responsible for the cost of returning the goods to us unless they are faulty or delivered to you in error. A refund of the delivery costs you have incurred when returning the goods to us, no greater than the original delivery charge, will be given in the instance of incorrect, damaged or faulty goods.

You may also return goods by bringing them, with your order reference number, to any of our shops. A refund will be processed within seven working days of the branch receiving the goods.

We are unable to offer a refund or exchange on the following products unless they are faulty:

• Custom Prints (those where size and frame is customisable), as these are made to order
• Goods made to your specification (including personalised clothing)
• Perishable goods such as food or drinks
• Pierced jewellery
• CDs, DVDs, Tapes or other recorded media
• Digital Products and Online Learning Courses