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We would like you to be completely happy with your purchase. If you have a problem with your order do contact us by email in the first instance so we can work out how best to solve the problem for you. You can cancel a recently placed order by logging into your account (changes can only be made if the order has not entered the dispatch process).
To change, cancel or review a recently placed order, please log in to your account. You can only make changes if the item has not dispatched or entered the dispatch process. If you amend your order, you may find there are changes to your delivery timescale and/or the price you pay for the item (as you will be charged the current selling price on the day you amend the order).
We hope you will be delighted with your purchase. However if you change your mind, please return it to us in its original condition and in its original packaging (must be fully saleable) within 28 days and we’ll refund the cost of the goods minus the original cost of delivery.
We will not be responsible for the cost of returning the goods to us unless they are faulty or delivered to you in error. Unfortunately, we cannot accept returns where the order was received longer than six months ago. This policy does not affect your legal rights under the Consumer Contracts Regulations or other legislation.
Our address for unwanted returns is: Online Returns, The National Archives Shop, Bessant Drive, Kew, Richmond, TW9 4DU
Exemptions
We are unable to offer a refund or exchange on the following products:
• Perishable goods such as food or drinks
• Earrings
• CDs, DVDs
• Custom Prints
Unfortunately we cannot offer a refund on custom prints unless they are faulty or we have made a mistake. Custom prints are non-refundable as they are made to order.
Faulty Goods
Where the goods supplied are defective you will either be refunded in full including the original cost of delivery, or we will replace the goods free of charge. In the case of faulty goods these can be returned to us free of charge using our free post address. Please note that the freepost address is only for use within the United Kingdom and only for the return of faulty items. If you have received the wrong item please contact us before attempting to return the item as we will be able to help solve the issue. If you have received a faulty item to an overseas address please email us before sending any items and we will contact you.
Our address for faulty returns (if within the UK) is: FAO Retail Manager, Publications Marketing, National Archives, FREEPOST SEA7565, Richmond, Surrey, TW9 4BR
We shall have no further liability to you once you have been refunded or the goods in question have been replaced. This policy does not affect your legal rights under the Consumer Contracts Regulations or other legislation.
As a consumer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
As a consumer, you have a legal right to cancel a Contract (and receive a refund) if you change your mind or decide for any other reason that you do not want to receive or keep a Product. Please note, this cancellation right does not apply in the case of personalised items and any Products which are unsealed after their delivery.
Your legal right to cancel a Contract starts from the date of the Order Confirmation (the date on which we email you to confirm our acceptance of your Order), which is when the Contract between us is formed. Your deadline for cancelling the Contract is the date 14 days after the day on which you receive the Product or, if the Products are delivered in instalments, 14 days after the day on which you receive the last instalment of the Products ordered.
To cancel a Contract, you just need to let us know that you have decided to cancel. The easiest way to do this is to email us at bookshop@nationalarchives.gov.uk if you are emailing us or writing to us please include details of your Order to help us to identify it. If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you send us the email or post the letter to us. If you cancel your Contract we will:
(a) refund you the price you paid for the Products. Please note we are permitted by law to reduce your refund to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which would not be permitted in a shop;
(b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer; if you elected express delivery, the additional costs will not be refunded; and
(c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
(i) 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us.
(ii) if you have not received the Product: 14 days after you inform us of your decision to cancel the Contract.
We will refund you on the credit card or debit card used by you to pay.
If a Product has been delivered to you before you decide to cancel your Contract:
(a) then you must return it to us without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract; and
(b) unless the Product is faulty or not as described, you will be responsible for the cost of returning the Products to us.
If you have returned the Products to us because the Products are faulty or not as described, we will refund the price of the Products in full, together with any applicable delivery charges. In this instance please use the Freepost return address stated above or contact us before attempting to return any items so we can help more easily solve the issue.
