Returns and Refunds

Returns

Should you wish to return an item please send an email with your order number and the item you wish to return to lmg_shop@leeds.gov.uk within 30 days of the original order. Once we have authorised the return please mail your product to:

Please ensure your item is unused and in the same condition that you received it in. This includes being in its original packaging if applicable. Items exempt from being returned include perishable goods, (such as food items) gift cards, earrings and sale items.

For all returns, except where the item is faulty or when we have sent you an incorrect item, you will be required to arrange and pay for the return of the products to us. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. When returning items you are strongly recommended to obtain proof of posting. If you are shipping an item over £75 please consider using a tracked shipping service or shipping insurance. We cannot accept responsibility for parcels lost in transit.

It is your responsibility to wrap products adequately to prevent damage. We do not accept liability for returned packages damaged during transit back to us.

This returns policy does not affect your statutory rights.

Refunds

If you have requested a refund for your returned item and this has been approved the refund will be issued to the card used for the original order. There are certain situations where refunds are not granted including items with obvious signs of use, any item not in its original condition, is damaged or missing parts for reasons not due to our error, and any item that is returned more than 30 days after ordered. Refunds can take up to 10 working days to appear back in your bank account.

Damaged items

Should your order be damaged in transit, please notify us by emailing lmg_shop@leeds.gov.uk within 7 working days. Please include your order number and a description of the shortage, damage or defect. Upheld claims will be rectified either by making up shortages, replacing goods free of charge or by refunding the cost of the goods in question. If we require a damaged item to be returned to us we will cover the cost of the return postage. In all other circumstances where Leeds Museums & Galleries is not at fault, delivery costs will be your responsibility.

Incorrect items

If we have sent you an incorrect item, please notify us by emailing lmg_shop@leeds.gov.uk with your order number within 7 working days. Once we have authorised the return, please mail the incorrect item to us at the above returns address. Please ensure your item is unused and in the same condition that you received it. This includes being in its original packaging if applicable. If you would like us to replace the incorrect item with the item you ordered we will send you the correct item as soon as possible. We will not charge you for the incorrect item and will reimburse your reasonable costs in returning it.

Exchange

Should you wish to exchange an order, please send an email with your order number and the item you wish to return to lmg_shop@leeds.gov.uk within 30 days of the original order. Once we have confirmed that we can offer an exchange please mail your product to:

We cannot accept items for an exchange if the goods are not in perfect condition or it is obvious to us that the goods have been used or washed. We are unable to offer an exchange on perishable goods (such as food and beverages) or skincare products and pierced earrings for hygiene reasons.

You will be required to cover the cost of the return postage as well as to pay for the cost of shipping the new item out to you. You will also need to pay for any difference in price between the two items.

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