Refund policy

Refunds & Returns Policy

The Newport Curiosity Shop

We want you to be happy with your purchase. If there is a problem with your order, or you simply change your mind about something you have bought online, please get in touch and we will do our best to help.

This policy applies to purchases made through our website. Nothing in this policy affects your statutory rights as a consumer.

Changing Your Mind

When you purchase goods from us online, you generally have the legal right to cancel your order without giving a reason.

You have 14 days from the day after you receive your goods to tell us that you wish to cancel.

Once you have told us you wish to cancel, you normally have a further 14 days to return the goods to us. (GOV.UK)

Please contact us before sending anything back so that we can provide the appropriate return instructions.

Condition of Returned Items

You are entitled to handle goods as you would reasonably be able to in a shop to establish their nature, characteristics and functioning.

Items should be returned in a suitable condition and with reasonable care taken.

We may reduce a refund to reflect any loss in value caused by handling beyond what would reasonably be permitted in a shop. (GOV.UK)

Return Postage

For a change-of-mind return, the customer is normally responsible for the cost of returning the goods, unless we have agreed otherwise.

Where an item is faulty, damaged, incorrect or not as described, we will deal with the return in accordance with your statutory consumer rights and will cover any necessary return costs where required.

Refunds

Once we receive the returned goods, we will process your refund within 14 days, in accordance with applicable consumer law.

Where you exercise your legal right to cancel an online order, we will refund the cost of the goods and the cost of the least expensive standard delivery option offered at the time of purchase. We do not have to refund the additional cost of a more expensive delivery option chosen by you. (GOV.UK)

Refunds will normally be made using the original payment method.

Faulty, Damaged or Incorrect Items

If your item arrives:

damaged
faulty
not as described
incomplete
or different from the item you ordered

please contact us as soon as possible.

Please include your order number and, where appropriate, photographs of the item and packaging so that we can investigate the problem.

Depending on the circumstances and your statutory rights, we may offer a repair, replacement, refund or another appropriate remedy. Where a return is required because the goods are faulty, damaged or incorrect, we will cover the necessary return costs. (GOV.UK)

Online Exclusives & Supplier-Direct Products

Some products in our Online Exclusives collection are dispatched directly from one of our trusted suppliers.

These products are still purchased from The Newport Curiosity Shop, and our customers should contact us regarding any return, refund, fault, damage or delivery issue.

Please do not return a supplier-direct product directly to the supplier unless we have specifically instructed you to do so.

We will provide the appropriate return instructions and return address when required.

Supplier-direct products may have a different return address from our Newport shop.

Orders Containing Multiple Products

Where an order contains products dispatched from different locations, you may receive more than one parcel.

Where goods from the same order are delivered separately, your cancellation rights apply in accordance with the relevant consumer rules, including the rules concerning the date on which the last item is received. (GOV.UK)

Please contact us before returning any part of a split order so that we can make sure you are given the correct return instructions.

Products That Cannot Be Returned

Certain types of goods can be excluded from the standard cancellation right in specific circumstances, such as personalised or custom-made products and certain sealed goods where returning an opened item would not be appropriate for health or hygiene reasons.

Where an exception applies, we will make this clear before you purchase.

Nothing in this section limits your rights where an item is faulty, not as described or otherwise does not conform to the contract. (GOV.UK)

Vintage, Antique & Pre-Owned Items

Many of our vintage, antique and pre-owned products are individual items with their own age-related characteristics.

Descriptions and photographs are provided to help you make an informed purchase. Normal signs of age and use that have been accurately described or shown do not necessarily constitute a fault.

However, your statutory rights still apply where an item is not as described, faulty or otherwise does not conform to the contract.

Sale & Discounted Items

Sale and discounted products have the same consumer rights as products sold at full price. A discount does not remove or reduce your statutory rights. (GOV.UK)