Refund Policy for Souvenirs
In Person, Online, eMail and Phone Order Sales
In Person, Online, eMail and telephone order customers have the right to cancel their order for a limited time of 14 days.
We offer a refund to customers if they report the problem within 14 days of receiving their goods that they want to cancel. Customers have another 14 days to return the goods once they’ve told us they want to cancel.
We refund the customer within 14 days of receiving the goods back. They don’t have to provide a reason.
Repairs and replacements
If a customer has ‘accepted’ an item, but later discovers a fault, we will repair or replace it.
A customer has accepted an item if they’ve:
told you they’ve accepted it (having had enough opportunity to inspect the item before confirming they’ve received it)
altered the item
We will replace an item if a customer returns it within 3 months - unless we can prove it wasn’t faulty when they bought it.
We may ask a customer to prove an item was faulty when they bought it if they ask for a repair or replacement after 3 months.
Customers have up to 1 year to make a claim for an item they’ve bought from us.
Warranties and guarantees
If any of or goods are faulty we offer free repairs or a replacement regardless of whether they have a warranty or guarantee or not.
Proof of purchase
We may ask the customer for proof that they bought an item from us. This could be a sales receipt or other evidence such as a bank statement or copy of the email order.