TERMS & CONDITIONS
Brought to you by The Abbey Hotel, Bury St Edmunds
Website: abbeyshop.com
Email: mail@abbeyshop.com
Telephone: 01284 762020
Version: 2.0
Last updated: 1 September 2026
These Terms apply to purchases made through the Abbeyshop.com checkout.
Unless we clearly tell you that you are leaving Abbeyshop.com to purchase directly from another retailer, your purchase is from The Abbey Hotel.
Some products may be supplied, prepared, packaged or dispatched by independent Retail Partners on our behalf. Abbeyshop.com remains your point of contact for purchases completed through our checkout.
PART 1 — ABOUT ABBEYSHOP.COM
1. Introduction
These Terms & Conditions govern your use of Abbeyshop.com and purchases made through the Abbeyshop.com checkout.
They apply alongside relevant product information, our Returns, Refunds & Cancellation Policy, Delivery Policy, Privacy Policy and Cookie Policy.
Please read them before placing an order.
2. Who We Are
Abbeyshop.com is brought to you and operated by The Abbey Hotel, Bury St Edmunds.
The Abbey Hotel is the trading name of Arthur Gilbert Exeter Cannell, sole trader.
Business address:
35 Southgate Street
Bury St Edmunds
Suffolk
IP33 2AZ
United Kingdom
In these Terms, “Abbeyshop.com”, “Abbeyshop”, “The Abbey Hotel”, “we”, “us” and “our” refer to that business.
3. What Abbeyshop.com Is
Abbeyshop.com is an online shop and local platform offering products, gifts, publications, experiences and other products and services connected with Bury St Edmunds and participating independent businesses.
We sell products directly to customers and may use independent local businesses as suppliers or fulfilment partners.
4. Who Is the Seller
Unless we clearly tell you before purchase that you are being redirected elsewhere to buy directly from another retailer, The Abbey Hotel is the seller for purchases completed through the Abbeyshop.com checkout.
This remains the case where a Retail Partner holds stock, prepares an item, packages it or dispatches it directly to you on our behalf.
Abbeyshop.com takes your payment and remains your point of contact for customer service, delivery issues, cancellations, returns, refunds and complaints.
5. Retail Partners
A “Retail Partner” is an independent business that supplies products or services to Abbeyshop.com or fulfils Abbeyshop.com orders on our behalf.
We may tell you which Retail Partner supplied or dispatched a particular product.
That does not make the Retail Partner the seller to you where your purchase is completed through the Abbeyshop.com checkout.
Any financial arrangement between us and a Retail Partner is separate from your purchase.
6. Purchases Directly from Other Retailers
Some Abbeyshop.com pages may direct you to an independent retailer's own website.
We will make this clear, for example with wording such as “Buy direct from [Retailer]” or “Visit [Retailer]”.
Where you leave Abbeyshop.com and complete the purchase directly with another retailer:
that retailer is the seller;
that retailer takes your payment;
its own terms and privacy information apply; and
it is responsible for fulfilment, returns, refunds and customer service.
Where we receive a referral commission or other commercial benefit, we will disclose this where required.
7. Who May Purchase
You must be legally capable of entering into a contract to place an order.
Products or services subject to minimum-age requirements may require additional age verification.
PART 2 — USING ABBEYSHOP.COM
8. Website Information
We take reasonable care to keep information on Abbeyshop.com accurate and up to date.
Product availability, prices, event information, opening information and other details can change.
If we discover a significant error affecting your order, we will contact you.
9. Website Availability
We do not guarantee that Abbeyshop.com will always be available without interruption.
We may change, suspend or restrict parts of the Website where reasonably necessary for maintenance, security, legal compliance or operational reasons.
10. Customer Accounts
If customer accounts or saved details are offered, you are responsible for keeping your login information secure.
Please contact us promptly if you believe an account has been compromised.
11. Reviews and Customer Content
Where reviews, photographs or other customer submissions are permitted, they must be genuine, lawful and not misleading, abusive, defamatory or fraudulent.
We may moderate or remove material where reasonably necessary.
If you submit content for publication, you retain ownership of your original material but give us permission to use and display it for the operation and promotion of Abbeyshop.com.
You confirm that you have the necessary rights to provide that content.
12. Intellectual Property
Unless otherwise stated, original Abbeyshop.com website content, branding, graphics and written material are owned by or licensed to us.
Retail Partners and other third parties retain ownership of their own trade marks, photographs and other material.
13. Prohibited Website Use
You must not use Abbeyshop.com unlawfully, attempt unauthorised access, interfere with website security, introduce malicious software, scrape information without permission, impersonate another person or submit fraudulent orders.
PART 3 — PRODUCTS, ORDERS AND PAYMENTS
14. Products and Services
Abbeyshop.com may offer physical products, gifts, books and publications, vouchers, tickets, tours, events, experiences, services, food or drink where permitted, and digital content.
Not every category will be available at all times.
15. Product Information
Please read the relevant product page before ordering.
A product page may state:
Sold by Abbeyshop.com
and, where appropriate:
Supplied and dispatched on our behalf by [Retail Partner]
or similar wording.
Products supplied and dispatched directly by us may state:
Sold and dispatched by Abbeyshop.com
Where Abbeyshop.com is not the seller, the external purchase route will be clearly identified.
16. Retail Partner Fulfilment
Where a Retail Partner supplies, prepares, packages or dispatches an Abbeyshop.com order, it does so on our behalf.
You do not need to pursue the Retail Partner if there is a problem with an Abbeyshop.com purchase.
Contact us at mail@abbeyshop.com and we will deal with the issue, working with the Retail Partner where necessary.
17. Availability
All products and bookings are subject to availability.
If an item becomes unavailable after an order is placed, we may cancel the affected item and refund the appropriate amount.
18. Prices
Prices are shown in pounds sterling unless stated otherwise.
Prices include VAT where applicable.
Delivery charges and any other mandatory charges will be shown before you place the order.
19. Pricing Errors
We take reasonable care with prices but mistakes can occur.
If an obvious pricing error is discovered, we may contact you before accepting the order or cancel and refund the affected item where legally permitted.
20. Placing an Order
Before placing an order, you will have an opportunity to check relevant information including the products selected, delivery information and total cost.
You should check this information carefully before submitting your order.
21. Order Confirmation and Contract
We will send an electronic confirmation when an order is received.
Unless we clearly state otherwise, the contract for an Abbeyshop.com purchase is formed when we confirm acceptance of the order or begin fulfilment, whichever occurs first.
For purchases made through our checkout, your contract is with The Abbey Hotel.
22. Refusing or Cancelling an Order
We may refuse or cancel an order where reasonably necessary, including where:
a product is unavailable;
an obvious pricing or description error has occurred;
payment cannot be authorised;
fraud or misuse is suspected;
a legal or safety issue arises; or
a Retail Partner is unable to fulfil the order.
If we cancel an order after taking payment, we will refund the appropriate amount.
23. Payment
Payment for Abbeyshop.com purchases is made to us using the payment methods displayed at checkout.
Your bank or card statement may display a descriptor identifying ABBEYSHOP, ABBEYSHOP.COM or THE ABBEY HOTEL, depending on the payment arrangements in use.
Retail Partners do not take your payment for purchases completed through our checkout.
24. Payment Processing
Payment information is processed using the payment providers offered through our checkout, which may include Stripe.
Payment providers may perform authentication, fraud-prevention, security and regulatory checks.
We do not normally receive or store your complete payment-card number.
25. Promotions and Discount Codes
Discount codes and promotions are subject to any conditions displayed when they are offered.
They may be restricted by date, product, availability, customer or minimum spend.
26. Gift Cards and Vouchers
Gift cards, vouchers or promotional credit may be subject to specific terms displayed when they are issued or purchased.
27. VAT and Receipts
Prices and receipts will be handled according to applicable VAT requirements.
Where a VAT invoice is available or required, please contact mail@abbeyshop.com.
PART 4 — DELIVERY, RETURNS AND CANCELLATIONS
28. Delivery
Available delivery options and charges are displayed before you place your order.
Our standard UK delivery option may be shown as UK Standard Delivery.
Further information is available in our Delivery Policy.
29. Delivery Times
Any dispatch or delivery estimate is an estimate unless expressly stated otherwise.
We will deliver goods without undue delay and within the period required by applicable consumer law.
Unless another delivery period has been agreed, UK distance-selling rules normally require goods to be delivered within 30 days.
30. Orders from Different Locations
Products in the same order may be supplied or fulfilled from different locations.
They may therefore arrive in separate parcels or at different times.
31. Delivery Address
You are responsible for supplying a complete and accurate delivery address.
If you notice an error after placing an order, contact mail@abbeyshop.com as quickly as possible.
32. Risk
Risk in physical goods passes to you when the goods are delivered to you or another person you have identified to receive them, subject to applicable consumer law.
33. Checking Your Order
Please tell us promptly if an order is damaged, incomplete, incorrect or appears unsafe.
Prompt notification helps us investigate but does not remove any statutory rights.
34. Your Consumer Rights
Nothing in these Terms limits rights that you have under applicable consumer law.
Goods must meet the legal standards applying to them, including being of satisfactory quality, fit for purpose where applicable and as described.
35. 14-Day Cancellation Right
For most physical goods purchased online, consumers have the right to cancel without giving a reason.
The normal cancellation period ends 14 days after the day you, or a person 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 begins.
Further information is contained in our Returns, Refunds & Cancellation Policy.
UK distance-selling rules provide this 14-day cancellation right for most eligible online goods.
36. How to Cancel
To exercise a cancellation right, you must clearly tell us that you wish to cancel before the applicable cancellation period expires.
Contact:
You may use the Model Cancellation Form at the end of these Terms, but you do not have to use it.
37. Returning Goods
After cancelling an eligible purchase, you must normally return the goods within 14 days.
We will provide appropriate return instructions.
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.
38. Handling Returned Goods
You may handle goods to the extent reasonably necessary to establish their nature, characteristics and functioning, broadly as you could examine them in a shop.
Where permitted by law, a refund may be reduced to reflect diminished value resulting from excessive handling.
39. Refunds
Refunds will normally be made to the original payment method.
For a valid cancellation of eligible goods, we will also refund the cost of our least expensive standard outbound delivery option where legally required.
If you selected a more expensive delivery method, the additional amount above standard delivery does not normally have to be refunded.
These principles reflect the UK rules applying to online returns.
40. Exceptions to Change-of-Mind Cancellation
The statutory cancellation right does not apply to every purchase.
Exceptions can include certain:
personalised or made-to-order goods;
rapidly perishable goods;
sealed hygiene or health-protection goods once unsealed;
newspapers, magazines and periodicals;
sealed audio, video or software products once unsealed;
digital content after supply begins in circumstances where the required consent and acknowledgement have been obtained; and
dated leisure activities and certain other services covered by statutory exceptions.
Any relevant restrictions will be explained where appropriate.
These exceptions do not remove rights relating to faulty, unsafe or misdescribed goods.
41. Faulty, Damaged, Incorrect or Missing Goods
If an item is faulty, damaged, unsafe, incorrect, incomplete or not as described, contact:
Please provide your order information and, where useful, photographs showing the issue.
Your statutory rights relating to faulty goods are separate from your change-of-mind cancellation rights.
42. Free Products and Postage-Only Offers
Where a product is supplied free of charge and you pay only postage or delivery, please contact us if the item arrives damaged, incorrect or another problem occurs.
Any statutory rights applicable to the transaction remain unaffected.
PART 5 — EVENTS, EXPERIENCES AND DIGITAL CONTENT
43. Events, Tours and Experiences
Abbeyshop.com may sell tours, tickets, events, workshops or other experiences.
These may be performed by The Abbey Hotel or by a Retail Partner acting on our behalf.
Where the purchase is completed through Abbeyshop.com, The Abbey Hotel remains the seller, unless we clearly redirect you to book directly with another provider.
44. Dated Leisure Services
The normal 14-day cancellation right may not apply to certain leisure services that are to be provided on a specific date or during a specific period.
Any specific cancellation, amendment or refund conditions will be shown before purchase where relevant.
45. Event Changes and Cancellations
An event or experience may occasionally need to change because of circumstances such as weather, illness, safety concerns, venue availability or operational problems.
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.
46. Digital Content
Where digital content is supplied immediately, we may ask you to expressly consent to supply beginning during the cancellation period and acknowledge any resulting loss of the statutory cancellation right.
Digital content remains subject to statutory quality requirements.
PART 6 — SAFETY, PRIVACY AND GENERAL TERMS
47. Product Safety
We aim to offer only lawful and safe products.
Retail Partners are required to provide products complying with applicable product-safety, labelling, traceability and warning requirements.
We may remove or suspend a product if we identify a safety or regulatory concern.
48. Product Recalls
If a safety issue or recall affects something purchased through Abbeyshop.com, we may use your order information to contact you and provide relevant instructions.
49. Food and Allergens
Where food or drink is offered, legally required ingredient, allergen and other relevant information will be provided or made available as required.
Customers with allergies or intolerances should check current product information before purchasing or consuming a product.
50. Age-Restricted or Restricted Products
Products subject to legal restrictions may require additional identification, licensing or age verification.
We may refuse or cancel an order where legal requirements cannot be satisfied.
51. Complaints
If something goes wrong with an Abbeyshop.com purchase, contact us first:
Email: mail@abbeyshop.com
Telephone: 01284 762020
Where a Retail Partner was involved, we will liaise with them as necessary.
Nothing in our complaints procedure affects your statutory rights.
52. Privacy
We process personal information in accordance with our Privacy Policy and applicable data-protection law.
Where necessary to fulfil an order, we may provide a Retail Partner with information such as your name, delivery address, relevant contact information and details of the items ordered.
53. Cookies
Abbeyshop.com uses cookies and similar technologies as described in our Cookie Policy.
54. External Websites
Links to third-party websites may be provided for information or to allow direct purchases from another retailer.
We do not control those websites.
Where you leave Abbeyshop.com to buy directly from another retailer, clause 6 applies.
55. Our Responsibility for Retail Partner Orders
Using a Retail Partner to supply, prepare or dispatch an Abbeyshop.com order does not transfer our customer-facing responsibilities to that Retail Partner.
Where we are the seller, we remain responsible to you for the Abbeyshop.com transaction subject to these Terms and applicable law.
56. Liability
Nothing in these Terms excludes or restricts liability where doing so would be unlawful, including liability that cannot be excluded under consumer law.
We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.
We are not responsible for losses that were not reasonably foreseeable or for business losses arising from a consumer purchase where the law permits this limitation.
57. Events Beyond Our Reasonable Control
We are not responsible for delay or failure caused by events beyond our reasonable control where the law permits.
This does not remove mandatory consumer rights.
58. Changes to These Terms
We may update these Terms to reflect changes in our business, products, services or legal requirements.
The version applicable when an order is placed will normally apply to that order.
59. Governing Law
These Terms and contracts made through Abbeyshop.com are governed by the laws of England and Wales, subject to mandatory consumer protections applicable to you.
Nothing in these Terms removes any right you have to bring proceedings in another part of the United Kingdom where applicable consumer law gives you that right.
60. Contact and Legal Identity
Customer enquiries should be directed to:
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
You may use this form 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 this form is sent on paper:
Date: