Online returns or exchange policy
We hope you are happy with your purchase, however if you change your mind, as a consumer you may return any items (which are still in their original condition) bought from our online shop within 30 days of receipt, for a refund or exchange.
Our online shop cannot process returns for items bought at one of our on-site shops. For returns of in-store purchases, please see our Returns Policy for in-store purchases.
To organise a return or exchange, please contact us: -
Phone:
+44 (0)131 668 8893
Email:
shop@hes.scot
On confirmation of your request, we will send you a returns authorisation code. Please complete the returns form enclosed with your order and we will advise you where and how to return the item(s).
Refunds
If the item is unused and in its original condition, we will offer a full refund. This does not affect your statutory rights.
All refunds will be processed within 14 days from the date the returned items have been received by us.
The refund will be issued to your original method of payment within two days of being processed. Depending on your bank, it may take longer for the credit to appear on your account statement.
Exchanges
If the item is unused and in its original condition, you may exchange the item for an item of the same style in a different size or colour, depending on availability.
If you are requesting an exchange, please indicate on your returns form what exchange is required. It will be dependent on stock availability whether we can fulfil the exchange item requested.
Exceptions to returns / exchanges
We cannot accept returns or exchanges of any of the following items, unless they are faulty or misdescribed:
- Personalised products
- Earrings and other pierced jewellery
- Items that are sealed for health protection or hygiene reasons, once these have been unsealed
- Perishable or consumable items (such as food or drink with short expiry time limits)
These items can only be returned or exchanged in accordance with your statutory rights.
Faulty or misdescribed items
If you have an issue with the quality of a product purchased from us, including any personalised products, please contact us on +44 (0) 131 668 8689 or email shop@hes.scot to discuss arrangements for the return of the item. We may request photographs of the faulty or misdescribed item before it is returned to us.
Where possible, if the item is faulty, we will offer a replacement of the faulty item, and if the item is misdescribed, we will offer an exchange for a similar item. Faulty or misdescribed items that cannot be rectified will receive a full refund.
Please keep proof of return postage when returning a faulty or misdescribed product.
Cancellations
Please let us know if you would like to cancel your order. Please note you can only cancel an order if you have not received your dispatch email. Once your order has been dispatched, we are unable to cancel your order.
Costs
Please note that we will only reimburse you for the cost of any return postage if the item is faulty or misdescribed. You will need to pay for the return postage in all other cases.
International Returns
International returns should follow the same process as above.
Please note we cannot refund any customs charges in the case of returns; however, you may be able to claim this back through your local customs office.
Who we are
We are Historic Environment Scotland Enterprises Limited (“HESE” or “we” or “us”), a company incorporated in Scotland with registered number SC510997 and having its registered office at Longmore House, Salisbury Place, Edinburgh, EH9 1SH.
We are a wholly-owned subsidiary of Historic Environment Scotland (“HES”), an executive non-departmental public body incorporated and established under the Historic Environment Scotland Act 2014 being a registered charity (Scottish Charity number SC045925) and having its principal office at Longmore House, Salisbury Place, Edinburgh, EH9 1SH. Our registered VAT number is GB 221 8680 15.
“Historic Scotland” is a brand name of HES, which HESE is permitted to use.
Applicable law
The laws of Scotland shall apply to this returns policy, and you can bring legal proceedings in respect of the products in the Scottish courts. If you are a consumer and you live in England or Wales, you can bring legal proceedings in respect of the products in either the Scottish or the English & Welsh courts. If you are a consumer and live in Northern Ireland, you can bring legal proceedings in respect of the products in either the Northern Irish or the Scottish courts.
Summary of your key legal rights
This is a summary of your key legal rights as a consumer. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
If the product you have purchased is “goods”, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.
b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
c) Up to five years: if your goods do not last a reasonable length of time you may be entitled to some money back.
This Returns Policy was last updated on 12 February 2024.