Refund policy
Returns
We hope you love your purchase but we understand that you may change your mind. We will exchange or refund your item within 28 days of purchase as long as it is unused and in the same condition that you received it (including original packaging and tags). If more than 28 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.
Several types of goods are exempt from being returned:
- gift cards
- earrings
- food and perishable items
- downloadable software or images
- books with obvious signs of use
- toiletries where the packing or seal is broken
- DVDs or other physical media that has been opened
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied via the original method of payment within seven days.
Exchanges
Only items that are faulty may be exchanged. If you need to exchange it for the same item, get in touch via our contact page or send us an email at shop@northeastmuseums.org.uk and send your item to:
Returns
TWAM Enterprises Ltd
Discovery Museum
Blandford Square
Discovery Museum
Newcastle upon Tyne
NE1 4JA
United Kingdom
Shipping
To return your product, you should post your product to:
Returns
TWAM Enterprises Ltd
Blandford Square
Discovery Museum
Newcastle upon Tyne
NE1 4JA
United Kingdom
You will be responsible for paying for your own postage costs for returning your item except where a product is faulty. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.