Refund Policy

We hope that you are happy with your purchase. If for any reason you aren’t completely satisfied with your order please email museums@rbkc.gov.uk and a member of our team will get in touch. We’ll offer you an exchange or refund within 30 days of purchase.

We’ll need you to return your items to us unused, in original packaging. Unless the item is faulty, you will need to pay for return postage. It is important that the goods are returned in the best possible condition so please pack them appropriately. Make sure you keep a proof of postage receipt!

A refund will be issued using the original means of payment (card or PayPal). It may take a further seven days for the transaction to be processed and appear in your account. This does not affect your statutory rights. 

How long do I have to return goods?

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receiving your items. This includes any delivery charges but does not include the cost of returning the items.

Which items are exempt from a refund?

Unfortunately we cannot offer a refund on the following items unless we’ve made a mistake or they are faulty:

• Pierced earrings, face covering, cosmetics and food, for health and safety reasons.
• CD's or DVD's that have been opened or unwrapped.
• All products that are made to order or have to be ordered specially. Please check individual product pages for details.

 

How to return Shop products

If you’d like to return all or part of your order, you'll need to contact us by email to get a refund authorisation. Please include this in the package, and send the items back to us at:

Leighton House Shop Returns

12 Holland Park Road,

London,

W14 8LZ

 

Once we’ve received the item with the return slip, we’ll process your refund, replacement or exchange as quickly as possible. Please make sure you return the item in pristine condition, in its original packaging.

If you’re owed a refund, we’ll issue this using the same payment details that were used to purchase the items. We aim to process all returns within 1-2 weeks but the refund could take up to an additional 10 working days to show in your account, so please bear with us.

What if the goods are faulty or damaged?

If an item or product arrives damaged or faulty, please contact us on museums@rbkc.gov.uk and we will do what we can to help. It would be helpful if you took photographs of any damage to the product and it's packaging.

What happens if I am missing items from my order?

When we receive an order, we will send out all the items that are in stock. Sometimes items may be out of stock when you place your order, so please check the despatch note in your parcel to see if the missing items are listed as out of stock.

Any remaining items are either refunded or despatched once they are back in stock. This means we can reduce the number of parcels we send to you and ensure there are no additional postage charges. If there is going to be a significant delay in getting remaining items sent to you, we’ll contact you by email to see if you’d prefer a refund or to wait for new stock.

Why haven’t I received my refund when I have already sent my item back to you?

We try to process all returns as quickly as possible but we need to have your returned item before we can do this. Unfortunately, we have no control over how long something takes to get to us. You’ll receive an email confirming your refund as soon as we get your returned item and provided it is in perfect condition. We recommend items should be returned by a registered service as we cannot be responsible for any missing returned items.

I have returned an item for exchange. Why have I been refunded?

Your return will be refunded if we can’t provide the item that you have requested (e.g. sold out) and we are unable to contact you.