Widerrufsrecht

We have a 28-day return policy, which means you have 28 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at shop@guardsmuseum.org.uk. Please note that returns will need to be sent to the following address: Guards Museum Enterprises Limited, Wellington Barracks, Birdcage Walk, London, SW1E 6HQ

If your return is accepted, we’ll send 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 can always contact us for any return question at shop@guardsmuseum.org.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases.  Event tickets and packages, and digital downloads, cannot be returned. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@guardsmuseum.org.uk.

Returns & Cancellations 

Amending an Order 
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. 

 Alternatively you can contact us on 020 7414 3430 and one of our advisors will help you. 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). 

Unwanted Products/ Goodwill Refund

For a “goodwill” refund (ie where there is no legal right to a refund or exchange under consumer legislation) you can return any item to us (except personalised items, event tickets, digital downloads, or items unsealed after delivery) for a refund, provided you have proof of purchase. Items must be unused, and returned in the original packaging and in a re-saleable condition, and must be returned within 28 days of receipt of your goods.  You will be refunded the purchase price (excluding delivery costs) within 14 days of the receipt of returned goods. 

Our address for returns is: Online Returns, The Guards Museum, Wellington Barracks, Birdcage Walk, London, SW1E 6HQ. 

Faulty Goods 

Where the goods supplied are defective, we will first examine the goods to determine if they are defective. If we agree that the goods are defective, you will either be refunded in full (including a refund of standard delivery charges for sending the items to you and the cost incurred by you in returning the item to us) within 14 days of receipt of the returned goods, or we will replace the goods free of charge (in which case we will refund your reasonable costs in returning the goods to us). We shall have no further liability to you once you have been so refunded or the goods in question have been replaced. 

Our address for returns is: Online Returns, The Guards Museum, Wellington Barracks, Birdcage Walk, London, SW1E 6HQ. 

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. 

Cancellation 

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. Please email us at shop@guardsmuseum.org.uk or contact our Customer Services team by telephone on +44 (0)20 7414 3430 or by post to the above address. 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 by the method 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 your Order was wrong, or if the Products are faulty or not as described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable delivery costs you incur in returning the item to us. 

Our address for returns is: Online Returns, The Guards Museum, Wellington Barracks, Birdcage Walk, London, SW1E 6HQ. 

Model Cancellation Form 

To Guards Museum Enterprises Limited, Wellington Barracks, Birdcage Walk, London, SW1E 6HQ, shop@guardsmuseum.org.uk 

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*], 

Ordered on [*]/received on [*], 

Name of consumer(s), 

Address of consumer(s), 

Signature of consumer(s) (only if this form is notified on paper), 

Date 

[*] Delete as appropriate