Returns policy

Returning goods

In the event that your goods do not match the description given on the website, or are not of satisfactory quality or are not fit for the purpose at the time of sale we will provide a full refund, provided you notify us within a reasonable time, or at your request we will repair or replace the goods as an alternative to a refund, provided the costs involved are not disproportionate.

We confirm that we will comply at all times with your rights under the Sale of Goods Act 1979 as amended (view your Statutory Rights, external link).

Museum of London will refund reasonable delivery charges incurred in returning the incorrectly described, defective or damaged goods in question.

Museum of London will replace at no extra cost any goods which are lost in transit and which Museum of London is satisfied are lost provided that you notify Museum of London at the contact address specified on your Order Confirmation email within 30 days of the original order being place.

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us, Museum of London:

150 London Wall



Telephone: 020 7814 5600 Fax: 020 7600 1058 Email


Of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than 14 days from the day you return any goods supplied, or provide evidence that you have returned them.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Unless goods are incorrectly described or faulty, the right to cancel the contract will NOT apply in the following cases:

(a) If audio or video recordings (CD and DVD) or compurter software is unsealed; (b) If goods have been made to your specification or are clearly personalised.


Model cancellation form

To Museum of London,


150 London Wall



Fax: 020 7600 1058


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


[*] Delete as appropriate.

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