RNLI Returns & Refunds information for orders from the Republic of Ireland
We want you to be happy with your purchase. If something isn’t right, we’re here to help.
Right to change your mind / EU Right of withdrawal (in line with Consumer Rights Directive 2011/83/EU).
Purchases bought online or over the phone
For most of our products bought online or over the telephone, you have a legal right to change your mind about your purchase and cancel your order and receive a refund of what you paid for it, including the delivery costs, but excluding any applicable customs charges.
Your legal right
14 days to change your mind and request to cancel your order
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; and
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goods which become mixed inseparably with other items after their delivery.
- 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 14 days after the day we deliver your product. If your order has not yet been dispatched, we will cancel the order.
How to let us know. To let us know you want to change your mind and cancel your order, please contact us.
You must return the product at your own cost. You must return your products to us within 14 days of your 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
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.
Customs duty, taxes and/or a customs clearance/handling fee (‘Import Charges’). Please see section 11 of our Terms and Conditions regarding Import Charges.
We only refund standard delivery costs.
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 had 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.
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 14 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.
Please note 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.
