Refund policy

Items bought from the 1st November will be returnable until the 31st January 2026.

We have a 30-day return policy, which means you have 30 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.

Once we have authorised your return, please ensure the item is securely packed and is in the same condition that you received it, unworn or unused, with tags, and in its original packaging if possible.

Please ensure you use a proof of postage certificate when you send your goods back, or use a service that tracks delivery. We cannot be held responsible for any returned goods lost during transit.

The value of the item and the original delivery charge will be refunded to the card you used for the transaction. We will not refund the cost of the return postage for items that are not faulty. The refund is only valid if the product has not been opened or tampered with.

To start a return, you can contact us at shop@nmmc.co.uk.

If your return is accepted, we will email 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@nmmc.co.uk.

Please note that returns will need to be sent to the following address: Online Shop Customer Services, National Maritime Museum Cornwall, Discovery Quay, Falmouth, Cornwall, TR11 3QY

Damages and issues

Please inspect your order when it arrives and contact us immediately if the item is defective, damaged or if you receive the wrong item. This allows us to 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. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or 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@nmmc.co.uk.