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Refund Policy

1 Goods purchased at the Trust’s premises or through the Trust’s website

 

1.1 Items which are defective, or not fit for purpose

 

  • Any items that are found to be defective as sold, or not fit for their advertised purpose may be returned for a replacement item, credit against future purchases or full refund at the customer’s discretion. If they are returned to the Trust’s premises there will be no handling fee charged. If they are returned by post then the cost of postage will be paid by the customer but no additional handling fee will be charged.

 

 

1.2 Items where the customer has changed their mind

 

  • Items may be returned if the customer simply changes their mind about their purchase:

    • If a returned item was purchased through the website, a full refund will be provided.

    • If an item was purchased at the Visitor Centre or in person at any event organised by the Trust, the item must be returned to the Trust in the original condition, fit for resale. In this case, a full refund will be paid. If the item is not fit for resale then no refund will be paid. Any postage costs incurred in the return of the item must be paid by the customer.

 

 

2 Events or other activities organised by the Trust

 

2.1 Event cancellation by the Trust

 

                  If the Trust has to cancel any planned events, for whatever reason, a refund of all payments made by the customer will be offered as either:

  • A transfer of the booking to a rescheduled or future occurrence of the same event;

  • A credit note for any future event organised by the Trust. If the future event has a higher ticket price than the cancelled event the customer will be required to pay the difference. If the future event has a lower ticket price than the cancelled event the balance will be able to be used by the customer at the rescheduled event (e.g. against payable activities or refreshments)

  • A full refund of the ticket price paid.

In any case, the Trust will not be responsible for reimbursing any other costs incurred by the customer as a result of the cancellation of the event.

 

2.2 Cancellation of booking by the customer

 

                  The customer’s entitlement to a refund or credit will depend upon the type of event that has been booked.

  • If the event has no limit on the number of attendees, and the customer cancels more than 7 days before the date of the event then they will be entitled to a full refund. If the customer cancels 7 days or less before the date of the event then no refund can be provided.

  • If the event has a limit on the number of attendees and the limit has been reached before the customer cancels, then no refund or credit can be provided. In any case, if the customer cancels such an event 7 days or fewer before the date of the event, even if the attendance limit has not been reached, no refund can be provided.

 

3 Room bookings

 

3.1 Room bookings – Cancellation by the customer

 

  • More than 3 months before the booked date, full refund of any deposit paid.

  • Between 3 months and 1 month before the booked date, a refund of 50% of any deposit or other payment already made.

  • Less than 30 days before the booked date: we are not able to provide any refund or credit against future bookings.

 

3.2 Room bookings – Cancellation by the Trust

 

  • The Trust will only cancel bookings in exceptional circumstances.

 

If the Trust does have to cancel a booking then a full refund will be offered. The customer may choose a credit against the price of a future booking. Any credit accepted must be used for a new booking made not more than 6 months after the original booked date. After this date the credit note will not be able to be used and will have no value.

 

Payment of refunds

 

Unless specified above, any refund will be available either as a repayment or a credit note to be used for future purchases of items or bookings with the Trust. The nature of the refund will be at the discretion of the customer.

 

Any refund or credit note will be issued within 7 days following return of an item or notice of cancellation. A refund will be repaid to the same payment method as originally used, except for an electronic refund for an item that was paid for with cash. In this case payment will be made not more than 7 days following notification of the receiving account details.

 

Credit notes will be dated on the date of issue and will be valid for purchases made within 6 months of the issue date. After 6 months the credit note will not be able to be used and will have no value.

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