Returns & Refunds

We hope you are happy with your Holburne’s Shop purchase. See below list of items that are eligible for refund However, if you are not, you are eligible for a full refund if returned within 28 days of receipt. Please see below for no eligible items. Refunds are offered for items in an unused, unopened condition, and with original packaging – with exceptions as below. This does not affect your statutory rights; please always contact us about faulty or unfit items.

 

How to return or exchange items bought in-store

Please provide a valid receipt when returning or exchanging items in our shops and we will be happy to assist you.

How to return items bought online

Please return web-bought items to our online returns department by following the steps detailed below, and we will be happy to assist you. Please note we are not able to exchange items bought online, or process returns for online orders via stores.

Contact us

In the rare event that your items are delivered faulty, damaged or not as described, please first send an email to shop@holburne.org for advice tailored to your situation. Please provide your order number (available in your confirmation email) along with a photo of the item and a description of the issue. We respond to all enquiries within 7 days.

Please note: Items damaged through wear and tear are not considered faulty

Package and post your items to us

Using the original (or similarly durable) packaging, please return your items and completed returns form to the below address. We recommend asking for tracked delivery or proof of postage to safeguard your parcel's journey back to us. If you are sending from outside the GB, you must also attach a completed customs declaration indicating that the package contains ‘returned goods’.

Address:

Holburne Museum
Great Pulteney Street
Bath
BA2 4DB 

Please note: Return postage charges (including any customs charges or tariffs on international returns) are at your own cost and non-refundable - unless your purchase was confirmed faulty, damaged, or not as described during step one.

Receiving your refund

We process returns daily and ensure all returns are processed within 14 days of arrival. We will be in touch with an outcome or next steps within this window – but if you’ve not heard from us, please do reach out for an update.

Refunds granted will be credited to the original payment card. If your entire order is returned, we will also be happy to refund the outbound delivery charge paid at the time of purchase.Please get in touch with your credit card provider to find out your card processing times.

Please note: We’re not able to refund international customs import duties, tariffs, taxes or delivery charges.