Our Return Policy
If you are a customer in the United Kingdom or European Economic Area (EEA), you have a legal right to cancel your order within 14 calendar days and receive a refund (except in limited circumstances set out below) as detailed below.
How long do I have to change my mind?
You have 14 days after the day you (or someone you nominate) receives the products.
When you cannot change your mind
You cannot change your mind if the product has been personalised (for example, if the product has been personalised to contain a name, event or specific details).
How to let us know that you want to cancel your order
To cancel your order with us, please let us know by one of the following methods:
- (a) By email - you can also email us at info@LNERmerchandise.co.uk
- (b) By telephone - you can contact us on 01274 854983. Our opening hours are Mon - Fri, 9am - 5pm.
Returning products after cancelling your order
If you cancel your order for any reason after products have been dispatched to you or you have received them, you must return them to us. You must send them back to us to LSI Ltd (LNER Returns), Northfield House, Snelsins Road, Cleckheaton, West Yorkshire, BD19 3UE.
Our customer service team will then assess your claim and contact you with further instructions.
If you have simply changed your mind and the product is not damaged or faulty, it is your responsibility to ensure that the products are returned to us in the same condition they were sent. All items returned to us must be sent back in their original packaging by trackable delivery or carrier such as Royal Mail Recorded Delivery or similar as we cannot accept responsibility for loss of product during the return process.
How we will refund you
We will refund you the price you paid for the products, by the method you used for payment, including delivery costs you paid to have the products delivered to you. However, we may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by your handling them in a way which would not be permitted in a shop.
If you have returned the products to us because they faulty or mis-described, we will refund the price of the products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the products to us.
When your refund will be made
We will make any refunds due to you within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
We are under a legal duty to supply products that are in conformity with the contract we made with you. As a consumer, you have legal rights in relation to any product that is faulty or not as described. These legal rights are not affected by your right of return and refund above or anything else in the contract we made with you. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.