Refund policy
RETURNS POLICY
Our standard exchange and refund policy is 30 days, which means you have 30 days after receiving your item to request a return.
If you have not received your item within 14 days, and you would like to cancel your order, you will be eligible for a refund within 30 days of the initial purchase date.
To be eligible for an exchange or refund, you must return your item unused and in the same condition that you received it. It must also be in the original packaging. You will also need the receipt or proof of purchase.
If 30 days have elapsed since you received your purchase, or you are unable to provide proof of purchase, we cannot offer you a refund or exchange.
For Limited Editions, as soon as the purchase price is paid in full, this payment will be considered as payment on reservation and is non-refundable for items over £1,000.00.
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 working days of receiving your items. This includes any delivery charge but does not include the cost of returning the item. In other cases, the original delivery charge is non-refundable except where you return an item because it is defective or is damaged (other than in transit).
You can always contact us at shop@gilbertandgeorgecentre.org for any return question.
HOW TO RETURN ITEMS
Items sent back to us without first requesting a return will not be accepted.
To start a return, please contact us at shop@gilbertandgeorgecentre.org explaining the reason for the return. Please note that returns will need to be sent to the following address: The Gilbert & George Centre, 5A Heneage Street, London, E1 5LJ.
If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package.
Where applicable, you will be responsible for paying shipping costs for returning your item except where the item being returned is defective or damaged (and such damage did not occur in transit). This cost will be deducted from the amount that is to be refunded.
We cannot guarantee that we will receive your returned item.
EXCHANGES AND REFUNDS
We will notify you once we have received and inspected your return, and let you know if the refund was approved or not.
In the event that you have requested an exchange of a purchased item and we no longer hold the same item in stock, we will inform you and process a refund for you.
Depending on where you live, the time it may take for your exchanged item to reach you will vary.
If a refund is approved, you will be automatically refunded on your original payment method within 10 business 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 business days have passed since we’ve approved your return, please contact us at shop@gilbertandgeorgecentre.org.
DAMAGES AND ISSUES
Please inspect your order upon receipt and if the item is defective, damaged or you received the wrong item, contact us immediately at shop@gilbertandgeorgecentre.org, so that we can evaluate the issue and make it right.
If you are contracting with us as a consumer, you have legal rights in relation to purchased items that are faulty or not as described.
The statutory rights in relation to faulty products apply to in store purchases, as well as online and telephone orders. For online and telephone orders, the timelines below will start from the date of delivery or collection. For in store orders, the timelines below will start from the date of purchase.
Your statutory rights as a consumer are as follows:
- Within 30 days of delivery/purchase of the product, you may exercise the right to a refund if the product purchased is not of satisfactory quality, fit for purpose or as described.
- After the 30 day period, but within six months of delivery/purchase and where the product is faulty, you are entitled to a repair or replacement. Where repair or replacement is not possible, or the repair or replacement does not resolve the fault, you are entitled to a refund.
- After six months of delivery/purchase, similar rights exist, but only if you can prove that the fault was present at the point of delivery/purchase. In addition, if repair or replacement does not resolve the fault, we may make a deduction from any refund for fair use.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned like custom products (such as special orders or personalised items), media products (such as sealed audio or video recordings which have been unsealed by you) or for goods which by their nature cannot be returned or are liable to deteriorate or expire rapidly. Please get in touch if you have questions or concerns about your specific item.
For Limited Editions, as soon as the purchase price is paid in full, this payment will be considered as payment on reservation and is non-refundable for items over £1,000.00.
Unfortunately, items sold at a discount cannot be refunded.
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 cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be unused, in the same condition that you received it and in its original packaging. You will also need the receipt or proof of purchase.
YOUR RIGHT TO CANCEL
If you are contracting with us as a consumer online or by phone, you have the right to cancel (under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (the "Regulations")), all or part of your contract at any time up to 14 calendar days after the day on which you receive the goods you ordered. This right to cancel does not apply to goods purchased in store. This statutory right is separate from our exchanges and refund policy above.
Any paid delivery charge will be included in your refund once we have received all (not part) of your order to the specified address. Please note that the delivery charge refund will be to the value of standard delivery.
If you wish to cancel (or are considering cancelling) a product you have ordered from us, please be aware that statutory rights of cancellation under the Regulations do not apply to certain products and services (for example, sealed audio or sealed video recordings which have been unsealed by you or for goods which are custom-made or clearly personalised or by their nature cannot be returned or are liable to deteriorate or expire rapidly).
EXERCISING YOUR RIGHT TO CANCEL
To exercise your right of cancellation, you must inform us of your decision to cancel the contract in writing within 14 calendar days after the day on which you receive the goods ordered, by hand or post or email to The Gilbert & George Centre, 5A Heneage Street, London, E1 5LJ or shop@gilbertandgeorgecentre.org.
You must take reasonable care of the goods while in your possession. You must return the goods to The Gilbert & George Centre at your own cost, in unused and otherwise re-saleable condition. The goods must be returned to the address above by courier, if you are returning Editions or other artwork, or by registered post if you are returning publications or other items. The goods must be returned without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of the contract to us. The deadline is met if you send back any goods before the period of 14 days has expired. You will have to bear the direct cost of returning any goods to us.
Products should be returned in or with their original packaging. You are only liable for any diminished value of the goods resulting from the unnecessary handling of the goods in excess of what is necessary to establish the nature, characteristics and functioning of the goods.
We will make any refunds due to you as soon as possible. If you are exercising your right of cancellation, your refund will be made within 14 days from the day on which we receive the good(s) back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. In all other cases, your refund will be made within 14 days of you telling us you have changed your mind.
Where you have paid any duties or taxes directly to the relevant authorities on the importation of the goods you wish to return, The Gilbert & George Centre shall have no liability in relation to any claim for a refund of such duties or taxes from the authorities or whether or not such a refund is possible.