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Returns Policy

Returns Policy – Staithes Museum Web Shop
1. Your statutory rights

This policy is in addition to your legal rights. Under UK law:

  • For goods that are faulty, not as described or unfit for purpose, you are entitled to a refund, repair or replacement.

  • For online purchases (distance sales) you have a “cooling-off” period: you have 14 days from receipt to notify us that you wish to cancel, and then a further 14 days to return the goods.

2. Our policy for changing your mind

If you purchase an item from our online shop and simply change your mind (i.e., it is not faulty):

  • You must notify us within 14 calendar days of receiving the goods, that you wish to cancel.

  • After notification, you must return the goods to us at your own expense within 14 calendar days.

  • Once we have received the goods  we will refund you within 14 days.

  • We will refund the cost of the goods and our delivery charge.

  • The item must be returned in “as new” condition, unused, with original packaging where practicable.
     

3. Returns for faulty or mis-described goods

If the goods you receive are faulty, damaged, or not as described:

  • Please contact us as soon as possible with details of the problem.

  • You may reject the goods within 30 days of receipt and receive a full refund (including the delivery cost).

  • If you report the fault after 30 days but within six months, you are entitled to a repair or replacement. After six months, we may ask you to prove the fault existed at the time of delivery.

  • In such cases, we will cover the cost of returning the goods to us if the fault is genuine.

4. Items that cannot be returned for change-of-mind

Because we offer print-on-demand and museum-specific goods (e.g., personalised items, limited editions), some items may be non-returnable if they are bespoke or made especially to order. In such cases we will notify you at the time of purchase that the 14-day change-of-mind right does not apply (though your rights for faulty goods remain).

5. How to make a return

  • Please contact us at staithesmuseum@gmail.com  giving your order number, date of purchase and reason for return.

  • Once we have authorised the return, you should send the item to:

Staithes Museum

High Street

Staithes 

TS13 5BQ

  • Please ensure you obtain proof of postage when returning the item.

  • We recommend using a tracked service, as we cannot guarantee safe return otherwise.
     

6. Refunds

  • Refunds will be made using the same payment method you used to pay, unless you expressly ask us to use a different method and we agree.

  • We will refund the cost of the goods plus our delivery charge as applicable.

  • Any refund will be processed within 14 calendar days of us receiving the returned goods or you providing proof of return postage (whichever is sooner).

7. Exchanges or store credit

If you wish to exchange an item or receive store credit rather than a refund, please contact us and we will do our best to accommodate, subject to availability. Any exchange may be subject to you paying any difference for a higher value item or postage difference.

8. Delivery cost for returns

If you are returning goods because you have changed your mind, you will be responsible for the cost of return postage unless we advise otherwise. If the goods are faulty or mis-described, we will reimburse the return postage cost.

9. Contact us

If you have any questions about this policy or need to initiate a return, please contact:
Email: staithesmuseum@gmail.com
Phone:01947841454
Address:staithesmuseum@gmail.com

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