Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please
- login to your account using the email address used when placing your order (no password needed, you will receive a 6 digit verification code upon login).
- Click request return on the relevant fulfilled order
- Select the item(s) you wish to return, the reason and submit
If you are unable to do this, please contact us at shop@durham.ac.uk stating your order number and reason for return.
If your return is accepted, please return your item to: Durham University Retail, Upper Mountjoy, Stockton Rd, Durham DH1 3LE
Please note that items sent back to us without first requesting a return will not be accepted.
You will need to arrange and pay for your return postage. We recommend using a tracked service.
You can contact us for any queries at shop@durham.ac.uk
Damages and issues
Please inspect your order upon reception and contact us immediately via email at shop@durham.ac.uk if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and unsealed CDs, DVDs, tapes or other recording media, software or video. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to withdraw, cancel or return your order within 14 days of delivery, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a cancellation, please follow the steps above for starting a return.
You will need to arrange and pay for your return postage. We recommend using a tracked service.
You can contact us for any queries at shop@durham.ac.uk
Refunds
All refunds will be processed within 14 days of you notifying us of your withdrawal or return request. We may withhold the refund until we have received the goods back, or you have supplied evidence of having returned them, whichever is the earliest.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 days have passed since we’ve approved your return, please contact us at shop@durham.ac.uk.
