Refund and Returns Policy

Refund and Returns Policy

Full details of our Refund and Returns Policy

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we will be unable to offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging alongside attached price tags.

Several types of goods are exempt from being returned. Perishable goods such as food, consumables, newspapers or magazines cannot be returned. We also do not accept products that are hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Downloadable digital products
  • Activity packs provided in the Museum

To complete your return, we require a receipt or proof of purchase. Unless a receipt or proof of purchase is supplied, we will be unable to process a return or refund.

Please do not send your purchase back to the manufacturer, they will not issue any refunds.

The following are not grounds for a refund:

  • Book with obvious signs of use.
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item with chips or stains.
  • Any product that is not sufficiently clean.
  • Any item that is returned more than 30 days after delivery.

The issuing or refunding of an item is ultimately at the discretion of Management.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved and your return is conducted in person, then your refund will be processed, and you will be reimbursed in your original method of payment, within a certain amount of days.

If returning a product by post, we can only issue a refund by credit onto a credit or debit card. Please make sure you supply us with your card details alongside your proof of purchase when seeking a refund via post.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at: [email protected].

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded under any circumstances.

We only replace items if they are defective or damaged on point of purchase. If you need to exchange it for the same item, send us an email at: [email protected] and send your item to:

Museum of Scottish Fire Heritage
McDonald Road
Edinburgh
EH7 4NS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, we will refund you with credit via your credit or debit card. Again, please ensure you supply details of your credit or debit card alongside your proof of purchase when seeking a return in this manner. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

To return your product, you should mail your product to:

Museum of Scottish Fire Heritage
McDonald Road
Edinburgh
EH7 4NS

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary. Once the product leaves the Museum of Scottish Fire Heritage it will become the responsibility of the courier service carrying the product.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Please contact us at: [email protected] for questions related to refunds and returns.