RETAIL RETURNS POLICY
We hope you are happy with your purchase, however if you are not satisfied, you may return the item to us in accordance with this Returns Policy. This Returns Policy was last updated in January 2025.
TYPES OF CUSTOMERS
1. You are a ‘consumer’ if you are an individual who is buying products from the HESE retail stores (whether online or on-site) wholly or mainly for your personal use (and not for use in connection with your trade, business, craft or profession).
2. Not all individual customers are consumers. For example, a sole trader who purchases products for use in connection with their trade is not a consumer. A customer who is not a ‘consumer’ is a ‘business customer’.
3. This ‘Returns Policy’ applies differently depending on whether you are seeking a return as a consumer or as a business customer.
IN-STORE OR ONLINE PURCHASES
4. 'Returns’ refers to the return by a customer of items purchased from our online or on-site retail stores for a refund of the purchase price, for a replacement or repair of the item or for an exchange of the item for one of a similar value, in accordance with this Returns Policy or in accordance with your statutory rights.
5. Retail staff in our on-site stores can process returns for items purchased in any of our on-site stores but cannot process returns for items purchased from our online shop (stor.scot).
6. For returns of items bought in-store, please return the item to any of our on-site stores. If you are unable to return to any one of our on-site stores, you should contact the Retail Team by email (shop@hes.scot) or by telephone (0131 668 8893).
7. For returns of items bought from our online shop, please contact the Retail Team by email (shop@hes.scot) or by telephone (0131 668 8893).
8. A valid proof of purchase is required for all returns.
9. When making purchases in-store, please ensure that you check your receipt before leaving the store.
FAULTY OR MISDESCRIBED PRODUCTS
10. You are entitled to return an item purchased from our online or on-site retail stores which are faulty (defective) or misdescribed.
11. Where you intend to return the item by post, collection or delivery, please provide us with photographs of the item for assessment before it is returned to us.
12. Where you are a business customer, the restrictions and exclusions (e.g. for fair wear and tear) set out in clause 13 of the Terms of Sale — Historic Scotland Shop apply. Where a business customer has notified the Retail Team of a defect and has returned the item for inspection, we shall (at our option) repair or replace the defective item or refund the price of the defective item.
13. Where you are a consumer, you have a legal right to return a defective product:-
- within 30 days: for a full refund of the purchase price if the goods are faulty.
- within six months: in most cases, for the item to be repaired or replaced, or, if the item cannot be repaired or replaced, for a full refund of the purchase price.
- within five years: if the item does not last a reasonable length of time (which is dependent on the type of item), you may be entitled to some money back.
14. 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 refund of the purchase price.
CONSUMERS’ RIGHT TO CHANGE THEIR MIND
15. Without affecting your statutory rights but subject to certain exclusions set out in paragraph 17 below, if you are a consumer you may return any item (which is still in its original condition) purchased from the online or on-site retail stores within 30 days of purchase, for a refund or, subject to availability, exchange.
16. If the item is unused, in its original packaging and accompanied by a valid proof of purchase, we will offer either a full refund of the purchase price or, subject to availability, an exchange (for an item of the same value or an item of the same style in a different size or colour).
EXCLUSIONS
17. 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
- Stamps
- 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)
- Discounted or sale items
- Single-use carrier bags
18. These items can only be returned or exchanged in accordance with your statutory rights.
REFUNDS
19. Where:
- you are returning an item purchased in-store
- for a refund in accordance with the ‘consumer’s right to change their mind’ (paragraphs 15 and 16 above)
- and you are returning the item in-store,
a refund of the purchase price of the item shall be processed by the on-site retail staff on the same day that the item is returned. The refund will be issued to the original payment card, usually within 3-5 working days. If you paid in cash, the refund will be issued in cash.
20. Where:
- you are returning an item purchased in-store
- for a refund in accordance with the ‘consumer’s right to change their mind’
- and you are returning the item by post, collection or delivery,
a refund of the purchase price of the item shall be processed by us as soon as possible once the item is received by us. The refund will be issued to the original payment card, usually within 3-5 working days. If you paid in cash, a refund cannot be issued but we will provide a gift card for redemption at our online shop.
21. Where:
- you are returning an item purchased online
- for a refund in accordance with the ‘consumer’s right to change their mind’,
a refund of the purchase price of the item shall be processed by the Retail Team as soon as possible once the item is received by us. The refund will be issued to the original payment card, and online refunds will be processed within 14 days of receipt of the returned item. Please note that we cannot refund any import duties, taxes or customs charges.
22. In all cases, a valid proof of purchase is required for a refund of the purchase price.
EXCHANGES
23. Only where:
- you are returning an item purchased in-store
- for an exchange in accordance with the ‘consumer’s right to change their mind’
- and you are returning the item in-store,
you may seek to exchange the item for an item of the same value or an item of the same style in a different size or colour. Exchanges are dependent on availability, so please check ahead to ensure that the store stocks the item you are looking for, as exchanges cannot be processed remotely.
24. Exchanges are not available for any items purchased in-store but returned by post, delivery or collection or for any items purchased online. In any case where an exchange of an item is not available, you may be able to seek a refund in accordance with paragraphs 19 to 21 above.
25. In all cases, a valid proof of purchase is required for an exchange of an item.
COSTS AND DEDUCTIONS
26. If you are entitled to a refund of the purchase price:
- we will refund the actual price paid by you for the returned item, less any deductions permitted under the Terms of Sale — Historic Scotland Shop; and
- for purchases from our online store, we will also refund the cost of delivery by the least expensive delivery method we offer (not necessarily the method of delivery chosen by you).
27. We will pay the delivery costs of returning an item to us only where the item is faulty or misdescribed (defective) or where you have terminated the sales contract in the limited circumstances set out in clause 9.2 of the Terms of Sale — Historic Scotland Shop. You should provide a proof of return postage.
28. Please note that we cannot refund any import duties, taxes or customs charges that may have been levied on a product shipped to you.
SUMMARY OF KEY RIGHTS - CONSUMERS
29. 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.
30. 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 the product, your legal rights entitle you to the following:
a) Up to 30 days: if the goods are faulty, then you can get an immediate refund.
b) Up to six months: if the goods can't be repaired or replaced, then you’re entitled to a full refund, in most cases.
c) Up to five years: if the goods do not last a reasonable length of time you may be entitled to some money back.
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.