RNLI Returns & Refunds information for orders in the UK, Channel Islands and Isle of Man
We want you to be happy with your purchase. If something isn’t right, we’re here to help.
Right to change your mind
Purchases bought online or over the phone
Your right to change your mind. For most of our products bought online or over the phone, you have a right to change your mind about your purchase within 30 days of receiving the goods and cancel your order and receive a refund of what you paid for it.
When you can't change your mind. You can't change your mind and cancel an order for:
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products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
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goods that are made to your specifications or are clearly personalised;
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goods which become mixed inseparably with other items after their delivery;
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perishable goods that expire rapidly, such as food or hampers with a short “use by” date;
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donations made to RNLI, including any RNLI Lifesaving Gifts (virtual gifts) purchased.
The deadline for changing your mind and cancelling your order. If you change your mind about a product, you must let us know no later than 30 days after the day we deliver your product.
How to let us know. To let us know you want to change your mind, please complete the returns form in your parcel and return to us as instructed below.
Returning product.
For Customers in the United Kingdom
Returns are free. You can:
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Complete the returns form included in your parcel. Circle the relevant returns code.
Returns codes:
A – Package damaged on arrival
B – Arrived too late
C – Changed my mind
D – Looks different to image online
E – Incorrect item received
F – Poor quality/faulty item
G – Too big
H – Too small
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Pack your items securely with the form enclosed.
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Post your return to the address below. Please note we do not supply postage labels.
Freepost
RNLI
RUEL‑HHXR‑LZEX
York House
Wetherby Road
York
YO26 7NH
If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time, we won't be able to refund you.
We cannot accept returns for online or telephone orders at any physical RNLI retail shops.
For customers in the Channel Islands or the Isle of Man
You must return your products to us within 30 days of you telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the goods. You can send the product back to us, using an established delivery service. You should keep a receipt or other evidence from the delivery service that proves you have sent the product and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time, we won't be able to refund you.
Post your return to the address below.
RNLI
RUEL‑HHXR‑LZEX
York House
Wetherby Road
York
YO26 7NH
We cannot accept returns for online or telephone orders at any physical RNLI retail shops.
We only refund standard delivery costs. For example, we don't refund any extra costs you have paid for express delivery or delivery at a particular time.
We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-store, we may reduce your refund, to compensate us for its reduced value. For example, we may reduce your refund if the product's condition is not "as new”, the product-branded packaging is damaged or accessories are missing. No refund will be due if the product or price tags have been removed or if there are any signs of wear and tear.
When and how we refund you. We will issue the refund within 14 days after the day we receive the goods back from you or (if earlier) 14 days after the day you provide evidence that you have returned the goods. We refund you by the method you used for payment. If the goods have not yet been posted to you, we will issue the refund 14 days after the day on which you told us that you want to cancel your order.
If there is something wrong with your product. If you think there is something wrong with your product purchased online or over the phone, you must contact us. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law.
In-store (Physical RNLI Shop) Returns
If you purchased an item from a RNLI shop, the easiest way to return it is simply to go back to the same shop within 30 days of your purchase with your receipt and the card you paid with. Our volunteers can arrange a refund or exchange.
If you purchased your item in a shop while on holiday, please contact us by email us at online_shop@rnli.org.uk or phone on +44 1202 336 738, and our Customer Service team will advise you.
RNLI shops cannot accept returns for items purchased online or by phone.
For more information on how to contact us please visit our contact us page.
