Returns & Refunds & Liability
We want you to be delighted with your online purchase, so if your goods are unwanted for any reason or damaged, please let us know within 45 days of purchase.
Under the Distance Selling Regulations, if you buy merchandise online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 days of receiving your items. This includes any delivery charge but does not include the cost of returning the item.
You must then return the unwanted goods, unused and in original packaging to:
Freud Museum London
20 Maresfield Gardens
We recommend that you use a recorded delivery service or obtain a Certificate of Posting, as the parcel remains your responsibility until it reaches the Freud Museum London. Our returns policy does not affect your statutory rights. Please note that we cannot refund or exchange items that have been personalised.
In the unlikely event that your goods arrive faulty or damaged, please email us within 45 days of purchase for advice on how to return the good(s) in the original packaging with all relevant documentation. Please also state the nature of the defect and let us know if you would prefer a refund or a replacement. Please note that Goods that are unique cannot be replaced.
All faulty or damaged Goods must be returned in the original packaging with all relevant documentation. Please ensure the correct return postage has been paid. This will also be refunded when you return the Goods to Freud Museum Shop. Freud Museum Shop recommends that you use a recorded delivery service or obtain a Certificate of Posting, as the parcel remains your responsibility until it reaches Freud Museum shop.
If the goods we deliver are not what you ordered or are damaged or defective or the delivery is of an incorrect quantity, Freud Museum Shop shall have no liability to you unless you notify Freud Museum Shop in writing of the problem within 14 days of the delivery of goods in question.
If you do not receive goods ordered by you within 45 days of the date on which we despatched them to you, Freud Museum Shop shall have no liability to you unless you notify in writing of the problem within 45 days of the date on which you ordered the goods.
If you notify a problem to Freud Museum Shop under this condition, Freud Museum Shop's only obligation will be, at its option:
- to make good any shortage or non-delivery, or
- to replace or repair any goods that are damaged or defective, or
- to refund to you the amount paid by you for the goods in question in whatever way Freud Museum chooses.
Freud Museum Shop will not be liable to you for any indirect or consequential loss or damage arising out of any problem you notify to Freud Museum Shop under this condition and Freud Museum Shop shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the goods in question under the paragraph above.
Nothing in this condition is, however, intended to limit any rights you might have as a consumer under applicable local law that may not be excluded nor in any way to exclude or limit Freud Museum Shop's liability to you for any death or personal injury resulting from its negligence.