Refund policy
We hope you’re happy with your purchase from the Aerospace Bristol Online Shop. If you change your mind or there is a problem with your order, we’re here to help.
Returns
If you change your mind about an item purchased online, you can return it to us within 30 days of receiving your order.
For change-of-mind returns, items should be returned:
- unused and in their original condition;
- with any labels or tags still attached; and
- in their original packaging where reasonably possible.
Please include your order details or another form of proof of purchase with your return.
Your statutory consumer rights are not affected by this returns policy.
How to return an item
Before returning an item, please email retail@aerospacebristol.org with:
- your order number;
- the item or items you would like to return; and
- the reason for your return.
Please send your return to:
Aerospace Bristol Shop
Hayes Way
Patchway
Bristol
BS34 5BZ
You can also return items purchased online in person to the Aerospace Bristol Shop during opening hours.
When returning an item by post, we recommend using a suitable postal service and obtaining proof of postage. Please package items securely to help prevent damage in transit.
Return postage
If you are returning an item because you have changed your mind, you will be responsible for the cost of returning it to us.
Original or return postage costs are not normally refundable for change-of-mind returns, except where we are required to refund them under your statutory cancellation rights.
If an item is faulty, damaged, incorrectly supplied or not as described, we will cover reasonable return costs where required by law.
Refunds
Once your return has been received, we will inspect it and process any refund due.
Refunds will normally be made to the original payment method used for your order.
Where you exercise your statutory right to cancel an eligible online purchase, refunds will be made within the timescales required by UK consumer law. We may wait until we have received the returned Goods, or you provide evidence that they have been sent back, before issuing the refund.
Depending on your bank or payment provider, it may take several additional working days for the funds to appear in your account after the refund has been processed.
Where required by law, we will also refund the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, the additional delivery cost may not be refundable.
Faulty, damaged or incorrect items
If your order arrives damaged, faulty, is not as described or you receive the wrong item, please contact us as soon as possible.
Email: retail@aerospacebristol.org
Please include your order number and details of the problem. Photographs may also help us resolve the issue more quickly.
Depending on the circumstances, you may be entitled to a refund, repair, replacement or another remedy under UK consumer law.
Exchanges
We do not currently process direct exchanges through the online shop.
If you would like a different item, size or product, please return the original item for a refund and place a new order through our website.
Items that cannot normally be returned
Some items cannot be returned simply because you have changed your mind, or may only be returned if certain conditions are met.
This may include:
- personalised or custom-made products;
- products that are liable to deteriorate or expire rapidly;
- sealed products that are not suitable for return for health protection or hygiene reasons once the seal has been broken;
- earrings or face masks where applicable hygiene packaging or seals have been opened; and
- other products excluded from cancellation rights under applicable consumer law.
These exceptions apply to change-of-mind returns only.
They do not affect your statutory rights if an item is faulty, damaged, incorrectly supplied or not as described.
Your consumer rights
Nothing in this Refund & Returns Policy limits or excludes your statutory rights under UK consumer law.
For further information about purchases from the Aerospace Bristol Online Shop, please see our Terms & Conditions and Shipping Policy.