Tower Bridge Shop
Basket 0

Returns policy

Returns

If you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receiving your items. This includes any delivery charges but does not include the cost of returning the items.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned:-
Perishable goods such as food;
Books;

Any goods which become mixed inseparably with other items after their delivery.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted, for example, any item not in its original condition, is damaged or missing parts for reasons not due to our error.

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 you are approved then your refund will be processed within 14 days from the day on which we receive the product back from you, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at shoponline@towerbridge.org.uk

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to: Tower Bridge Exhibition, Tower Bridge Road, London GB SE1 2UP.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return 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.

If you are shipping an item over £40, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Faulty or damaged goods

If an item or product arrives faulty, please call customer services on +44(2)0 7407 9191 or email us at shoponline@towerbridge.org.uk and we will help you to resolve any problems.