Refund policy

RETURN AND REFUND POLICY

1. Consumer Rights

1.1 If you are contracting as a consumer, then subject to clause 1.3, you may cancel a Contract at any time within thirty days, beginning on the day after you received the Products. In this case, and in accordance with our returns policy (set out in clause 2 below) you will receive a full refund of the price paid for the Products, but you will be responsible for the cost of returning the Products to us.

1.2 To cancel a Contract, you must inform us in writing. You must also return the Products to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.

1.3 You will not have any right to cancel a Contract for the supply of any Products:

  1. i) that have been custom made to suit your specifications;
  2. ii) which by reason of their nature cannot be returned; or
  3. iii) which you purchased through our counter collection.

2. Our Returns Policy

2.1 Returns (quoting the order number we have given you, please see clause 4) will be accepted in the following circumstances;

  1. a) for Products returned within the thirty-day cooling-off period referred to in clause 1, we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. The Products must be returned as new and, where practicable, in their original packaging. In this case, we will refund the price of the Product in full but you will be responsible for the cost of returning the item to us and if you return it at our expense we are entitled to charge you such expense, which shall be a maximum of the charge payable by us to our courier;
  2. b) for defective products we will examine the returned Product. Products returned by you because of a defect not caused by you or your servant or agent will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us. If, after examination, we find the returned Product to be defective due to a defect not caused by you or your servant or agent we will notify you in relation to your refund via e-mail within a reasonable period of time. We will usually process any refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective Product.

2.2   These conditions do not affect your statutory rights relating to faulty or misdescribed goods. For further information about your statutory rights contact your local authority’s Trading Standards Department or a Citizens Advice Bureau.

3. EU Right of Withdrawal

If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days without giving any reason.

3.1 Withdrawal period The withdrawal period expires 14 days from the day on which you, or a third party indicated by you (other than the carrier), take physical possession of the last item in your order. If the last day of the withdrawal period falls on a weekend or public holiday, the period is extended to the next working day.

3.2 How to exercise your right of withdrawal To exercise your right of withdrawal, you must inform us of your decision by submitting a clear withdrawal request through your customer account or order status page. You may also notify us by email at shop@nationalfootballmuseum.com. Your withdrawal request must be submitted before the withdrawal period expires.

We will send you an acknowledgement of your withdrawal request by email without delay.

3.3 Effects of withdrawal If you withdraw from your purchase, we will reimburse all payments received from you, including standard delivery costs (except for any additional costs arising from your choice of a delivery method other than the least expensive standard delivery we offer). We will make the reimbursement without undue delay, and no later than 14 days after the day we receive your withdrawal request. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

We may withhold reimbursement until we have received the goods back, or until you have provided evidence of having sent back the goods, whichever is the earliest.

3.4 Returning goods You must send back or hand over the goods to us without undue delay and no later than 14 days from the day on which you communicate your withdrawal to us. You will bear the direct cost of returning the goods.

3.5 Exemptions The right of withdrawal does not apply to:

  • Goods made to your specifications or clearly personalised
  • Sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery
  • Goods which have become inseparably mixed with other items after delivery
  • Digital content not supplied on a tangible medium, where you have given prior consent and acknowledged that the right of withdrawal is thereby lost

4. How to start a return

4.1 To start a return you must inform us of your decision by submitting a clear withdrawal request through your customer account or order status page. You may also notify us by email at shop@nationalfootballmuseum.com. Your return request must be submitted before the return period expires.

4.2 If your return is accepted, we’ll give you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs for returns or exchange are non-refundable.

4.3 You can always contact us for any return or exchange question at shop@nationalfootballmuseum.com.

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