RETURNS, REFUNDS & CANCELLATION POLICY
Brought to you by The Abbey Hotel, Bury St Edmunds
Email: mail@abbeyshop.com
Telephone: 01284 762020
Version: 2.0
Last updated: 1 September 2026
For purchases completed through the Abbeyshop.com checkout, The Abbey Hotel is the seller.
Some products may be supplied, prepared or dispatched by independent Retail Partners on our behalf, but Abbeyshop.com remains your point of contact for cancellations, returns, refunds and order problems.
1. Scope
This policy applies to purchases completed through the Abbeyshop.com checkout.
If Abbeyshop.com clearly redirects you to another retailer and you complete your purchase on that retailer's own website, that retailer is the seller and its own returns and cancellation policy applies.
2. Contacting Us
For cancellations, returns, refunds, faulty goods or order problems, contact:
Email: mail@abbeyshop.com
Telephone: 01284 762020
Please include your order number where possible.
You do not need to contact a Retail Partner yourself where they supplied or dispatched an Abbeyshop.com order.
3. Cancelling Before Dispatch
If you contact us before an order has been dispatched, we will normally try to stop and cancel it.
If dispatch has already taken place, the cancellation and returns rules below will apply.
4. 14-Day Right to Cancel Most Online Goods
For most physical goods purchased online, consumers have a statutory right to cancel without giving a reason.
The normal cancellation period ends 14 days after the day you, or someone nominated by you other than the carrier, receives the goods.
Where an order contains several goods delivered separately, different rules may determine when the cancellation period starts.
To cancel, tell us clearly that you wish to cancel before the applicable cancellation period expires.
You may use the Model Cancellation Form at the bottom of this policy, but you do not have to use it.
5. Returning Goods
After notifying us that you are cancelling an eligible purchase, you must normally return the goods within 14 days.
We will provide appropriate return instructions and, where necessary, a return address.
Unless we have agreed to pay the return cost or the law requires us to do so, you are responsible for the direct cost of returning unwanted goods.
6. Condition of Returned Goods
You may handle goods only as much as reasonably necessary to establish their nature, characteristics and functioning, broadly as you could examine them in a shop.
Where the law permits, we may reduce a refund to reflect diminished value caused by excessive handling.
7. Refunds
Where you validly cancel an eligible purchase, we will refund the price paid for the returned goods.
Where legally required, we will also refund the cost of our least expensive standard outbound delivery option.
If you selected a more expensive delivery service, the additional amount above our standard delivery charge does not normally have to be refunded.
Refunds will normally be made using the original payment method and within the period required by law.
For returned goods, where permitted, we may wait until we receive the goods back or you provide evidence that they have been returned.
8. Exceptions to Change-of-Mind Cancellation
The statutory change-of-mind cancellation right does not apply to every purchase.
Exceptions can include certain:
personalised or made-to-order products;
goods liable to deteriorate or expire rapidly;
sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed;
newspapers, magazines and periodicals;
sealed audio, video or software products once unsealed;
digital content where immediate supply has begun following the required consent and acknowledgement;
dated leisure activities and certain other services covered by statutory exceptions.
An exception to the change-of-mind right does not remove your rights where goods are faulty, unsafe or not as described.
9. Faulty, Damaged, Incorrect or Missing Goods
If an item is faulty, damaged, unsafe, incorrect, incomplete or not as described, contact:
Please include your order number and, where useful, photographs showing the problem.
Your rights relating to faulty goods are separate from the 14-day change-of-mind cancellation right.
Depending on the circumstances, the appropriate remedy may include repair, replacement, price reduction or refund.
Where the problem is our responsibility, we will not require you to bear return costs that the law requires us to pay.
10. Retail Partner Fulfilment
Some Abbeyshop.com products may be held, prepared, packaged or dispatched by independent Retail Partners on our behalf.
This does not change your relationship with us.
For purchases completed through Abbeyshop.com, The Abbey Hotel remains your seller and Abbeyshop.com remains your point of contact.
We may work with the relevant Retail Partner behind the scenes to arrange a return, replacement, inspection or collection.
11. Free Products and Postage-Only Offers
Where a product is provided free of charge and you pay only postage or delivery, contact us if the item arrives damaged, incorrect or another problem occurs.
Any statutory rights applicable to the transaction remain unaffected.
12. Events, Tours and Experiences
Abbeyshop.com may sell tours, events, workshops and other experiences.
The usual 14-day cancellation right may not apply to certain leisure services supplied on a specific date or during a specific period.
Where specific cancellation or refund terms apply to an event or experience, these will be shown before purchase.
If we or a provider acting on our behalf cancels or materially changes an experience, we will explain the available options, which may include rescheduling, credit or refund depending on the circumstances and applicable law.
13. Digital Content
Where digital content is supplied immediately, we may ask you to consent expressly to supply beginning during the cancellation period and acknowledge any resulting loss of the statutory cancellation right.
Digital content remains subject to applicable statutory quality rights.
14. Contact Details
Abbeyshop.com
The Abbey Hotel
35 Southgate Street
Bury St Edmunds
Suffolk
IP33 2AZ
United Kingdom
Email: mail@abbeyshop.com
Telephone: 01284 762020
For formal legal identification, The Abbey Hotel is the trading name of Arthur Gilbert Exeter Cannell, sole trader.
MODEL CANCELLATION FORM
Use this form only if you wish to cancel a contract where a statutory cancellation right applies.
You do not have to use this form. Any clear statement that you wish to cancel is sufficient.
To:
The Abbey Hotel
35 Southgate Street
Bury St Edmunds
Suffolk
IP33 2AZ
United Kingdom
Email: mail@abbeyshop.com
Legal proprietor: Arthur Gilbert Exeter Cannell, sole trader
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods / supply of the following service:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) — only if sent on paper:
Date: