Last updated: July 2024
The Heathrow Returns Promise – returns and refund information
For further information about your legal rights, contact your local authority Trading Standards Department or Citizens Advice Bureau.
The Heathrow Returns Promise applies to any purchases made by you via the Heathrow Reserve & Collect Website, or in-store at Heathrow Airport.
Please note that your contract for all goods purchased at Heathrow Airport or via the Heathrow Reserve & Collect Website will be between you and the retailer that sold you the products (the “Retailer”) and not Heathrow. You will enter into a contract with the Retailer on the basis of the relevant product terms and conditions that are given to you by that Retailer (the “Retailer Terms and Conditions of Sale”). This Heathrow Returns Promise forms part of that contract.
Heathrow has agreed to assist Retailers in processing returns and by providing related services to you on their behalf. This includes applying the terms of this Heathrow Returns Promise on each Retailer’s behalf.
Heathrow is not responsible to you in any way in relation to these services.
We do not process returns for goods purchased in World Duty Free (including for Hermès or Bulgari) (“Excluded Retailer”). The information listed below will not therefore be relevant to these sales. To return any such products reserved using the Heathrow Reserve & Collect Website or purchased in store at Heathrow Airport, please contact World Duty Free directly on UK Airports | World Duty Free.
1. When does the Heathrow Returns Promise apply?
1.1 This Heathrow Returns Promise applies to the following products made available to you by Retailers at Heathrow Airport:
(a) Reserve & Collect Pay on Collection
This option allows you to reserve products online via the Heathrow Reserve & Collect Website, and to pay for those products when you collect them, either at the relevant Retailer’s store (“In-Airport Retailer Store”), or from the collection point – each located in the international departures lounge after you pass through security at Heathrow Airport (the “Heathrow Collection Point”). You will be given more details about these collection locations as part of the ordering process on the Heathrow Reserve & Collect Website.
(b) Reserve & Collect Pay in Advance
This option allows you to purchase products from various Retailers online using the Heathrow Reserve & Collect Website, and to collect them from the Heathrow Collection Point(s).
(c) In-Airport Retailer Store Purchases
This option allows you to buy products from Retailers’ physical store(s) located at Heathrow Airport’s international departure lounges in their In-Airport Retailer Store(s).
1.2 Only passengers travelling through Heathrow Airport can buy from Retailers under these sales channels.
1.3 This Heathrow Promise does not apply to the Excluded Retailer.
2. When you can withdraw or cancel your sales contract
Your legal cancellation rights
For most products that you have bought from a Retailer via the Heathrow Reserve & Collect Website, you will have a legal right to change your mind from the date your contract with the Retailer becomes legally binding, and for a period of 14 days of taking physical possession of the product, and receive a refund.
These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in paragraph 1 of the Reserve & Collect Website Terms & Conditions and, if you have placed an order via the Reserve & Collect Website, as described in more detail in the Retailer Terms and Conditions of Sale provided to you by the relevant Retailer selling the products to you. If you are not eligible for a legal cancellation right, this will be made clear to you on the relevant product page.
In the event that you would like to exercise your legal cancellation right in relation to a purchase, you should contact Heathrow to confirm this, and where relevant, return the product to Heathrow. Heathrow will then process the return on the Retailer’s behalf.
To exercise your legal right to cancel, please follow these instructions:
You must not return the goods directly to the Retailer, unless agreed. Please contact Heathrow to arrange a return, and Heathrow will then process the return on the Retailer’s behalf. More details about how to make a return is set out in paragraph 3 below.
If you do not collect a product on the scheduled collection date, Heathrow will contact you to confirm whether you wish to exercise your legal right to cancel or you wish to rearrange your collection. If you wish to exercise your right to cancel or Heathrow does not hear from you within 48 hours of your collection time (in which case we will assume that you wish to exercise your legal right to cancel), then Heathrow will work with the Retailer to arrange for a refund to be processed in accordance with this Heathrow Returns Promise (assuming of course that the legal withdrawal rights apply to the relevant product(s)).
This cancellation right does not apply to any In-Airport Retailer Store Purchases, but you will have access to the enhanced rights set out in this Heathrow Returns Promise.
Your rights in relation to faulty or misdescribed products
Your rights in relation to faulty or misdescribed products If what you have bought from the Retailer is faulty, misdescribed or otherwise non-compliant with the Retailer Terms and Conditions of Sale, you may have a legal right to get the product repaired or replaced or to get some or all of your money back. There are two processes to be followed depending on what you would like the Retailer to do about the issue.
For repairs or replacements:
(a) If you would like to exercise your legal rights to get a product repaired or replaced, please contact the relevant Retailer directly, using the information set out in the relevant Retailer Terms and Conditions of Sale or as otherwise set out in your order information or as per your paper receipt.
For returns and refunds:
(b) If you would like exercise your rights to return such goods and receive a refund, you should contact Heathrow via http://www.heathrow.com/returnspromise to confirm this, and where relevant, return the product to Heathrow following any instructions given to you. Heathrow will then process the return on the Retailer’s behalf.
Unless you have asked for a product to be repaired or replaced, you must not return the goods directly to the Retailer.
Retailer enhanced 60-day return policy
All of our Retailers operate an enhanced 60 day returns policy as part of the Heathrow Returns Promise. Heathrow helps the Retailers to process returns through the "Heathrow Returns Promise" (subject to the terms and conditions below).
This 60 day return policy is more generous than your legal rights under the Consumer Contracts Regulations 2013 as set out above. This enhanced returns policy does not affect your legal rights in relation to faulty or misdescribed products and it does not affect any more comprehensive guarantees that a Retailer may offer you separately. Please see specific details below about what happens if your items are faulty or not in conformity with your contract with the Retailer.
If you would like to benefit from the Heathrow Returns Promise services, then you must return the product(s) to Heathrow in accordance with the instructions described in paragraph 4 below. Heathrow will then process the return on the Retailer’s behalf.
If you have any queries about Heathrow Returns Promise, please ask any airport Retailer or call +44 (0) 800 6785 324 or email shopping.services@heathrow.com.
Please also see Heathrow's Frequently Asked Questions here: https://www.heathrow.com/at-the-airport/shopping/returns-promise.
3. The Heathrow Returns Promise – enhanced returns policy additional terms
3.1 To be eligible for a refund, all items returned under the Heathrow Returns Promise must be received with proof of purchase within 60 days of purchase.
3.2 Once you have requested a return via http://www.heathrow.com/returnspromise, we will email you with instructions explaining how to return the items to us. You must return the unwanted items to us, to the address specified on the returns label within 14 days of your request. We will then process your returns on behalf of the Retailer.
3.3 You must return the product to Heathrow at your own expense (including the cost of any custom duties, tariffs or taxes if you are returning goods from outside the UK). Postage costs may be refunded by us at our discretion. The Heathrow Returns Promise is offered to all consumers, regardless of where they are resident.
3.4 Returns will be processed by Heathrow on each Retailer’s behalf. Upon receipt of returned goods, Heathrow will return items to the Retailer on your behalf.
3.5 The Heathrow Returns Promise does not apply if you want to raise an issue under any additional product warranties or guarantees the Retailer has offered to you directly. Please contact the Retailer using the information they provided to you about making such a claim.
4. How to return your items
4.1 To start a return for a product which has been reserved through Reserve & Collect Pay on Collection, or purchased through Reserve & Collect Pay in Advance or as an In-Airport Retailer Store Purchase, please go to http://www.heathrow.com/returnspromise and follow the applicable instructions.
4.2 Please make sure you package your items in a way that will mean they will arrive back to us in good condition. We recommend you following the instructions below when packing your items ready for return:
(a) Make sure any outer containers are strong enough for their contents.
(b) Fragile items should not touch each other or the side of the container.
(c) Fill out containers with cushioning material like bubble-wrap or polystyrene chips.
(d) Seal securely with tape along all edges and openings.
(e) Flatten any share sharp edges from staples or metal fastenings, cover with tape.
(f) Use a FRAGILE sticker, if necessary. Packaging should not damage the original packaging that came with a purchase that protects the item(s).
(g) Write a return address on the outside of the packaging.
(h) Please note that postal restrictions apply in connection with certain products being sent from outside the UK, which may mean that you are unable to return certain products to Heathrow. If you are able to return products, all relevant tax and import duty must be paid by you in advance when returning any goods to Heathrow. The Retailer and Heathrow are unable to accept items with outstanding duty. Such items will likely be returned to you by the applicable customs authority or delivery courier (and in such event you may incur additional costs that you will be responsible for).
4.3 All Retailers strongly recommend that you insure any products you return for their full value. Heathrow and the Retailer will not accept liability for any products which are lost or destroyed in the postal system. Please note that if you are returning your items under your legal rights pursuant to the Consumer Contracts Regulations 2013, or if the items are faulty or not compliant with the relevant Retailer Terms and Conditions of Sale it will be sufficient for you to show proof of posting.
4.4 For faulty or non-compliant products: If you are returning goods from outside the UK that are faulty, misdescribed or otherwise non-compliant with the relevant Retailer Terms and Conditions of Sale:-
(a) if you are unable to return products due to postal restrictions, the Retailer will ask you to provide evidence that your product is faulty, misdescribed or otherwise non-compliant with the relevant Retailer Terms and Conditions of Sale and will consider your return on this basis; and
(b) if you are able to return the products using international shipping, the Retailer will reimburse you for the reasonable costs of your return.
5. Products that are not eligible for the Heathrow Returns Promise
In addition to the Excluded Retailer, please note that the Heathrow Returns Promise does not apply to the following items, and therefore, no refunds, exchanges or otherwise will be available under the Heathrow Returns Promise for:-
5.1 items that are not returned in the same condition as sold;
5.2 earrings (unless faulty);
5.3 lithium batteries returned from outside of the UK (due to UK postal restrictions);
5.4 lithium batteries contained in equipment (e.g. re-chargeable batteries found in electronic devices) returned from outside the UK. Certain products can be returned subject to adhering to the technical instructions for the safe transport of products by air, and please refer to the CAA website (www.caa.co.uk) for further information;
5.5 defective lithium batteries and defective items containing lithium batteries;
5.6 liquid products, e.g. fragrance, cosmetic products, liquor etc;
5.7 headphones and in-ear headphones (unless faulty);
5.8 swimwear and underwear (unless faulty);
5.9 perishable food and beverage items;
5.10 bespoke or specially ordered items, personalised items, or items altered or adjusted after the sale (including watch straps);
5.11 any purchase and/or any upgrade carried out at Heathrow of any mobile telephone and/or accessories;
5.12 airtime (time tracked by your service provider to determine your billing costs, including without limitation making/receiving calls, SMS email and faxing) whether in connection with mobile phone purchases and/or upgrades or otherwise;
5.13 cover plans, extended warranties or insurance policies taken out to cover product breakdown, loss, damage, wear and tear and repair;
5.14 travel insurance policies. Please note that this exclusion does not affect your legal rights (nor should it affect any rights which you may have pursuant to any contract which you may have with the relevant Retailer at Heathrow). If you have any comments concerning such a contract, you should make direct contact with the relevant Retailer; and
5.15 any other products where it is so specified on the relevant product page or as notified by the Retailer at the time of purchase.
6. How refunds will be made
6.1 If payment for the product was made (in part or in full) by a particular method of payment, any refund will be made using the same method (unless you are notified otherwise).
6.2 If you request a refund under the Heathrow Returns Promise, Heathrow (on behalf of the Retailer) reserves the right to refuse such a request and/or to require further information in relation to such request in order to establish the validity of the claim.
6.3 Further information about the refund policy will be specified in the relevant Retailer Terms and Conditions of Sale.
7. What happens if Heathrow Rewards points were awarded on returned items?
Any applicable Heathrow Rewards loyalty points awarded to you for your purchase (if you are a participating member of the Heathrow Rewards loyalty scheme) will be cancelled when your return and refund are being processed. Please see the Heathrow Rewards terms for further information. These terms can be found at: https://www.heathrow.com/heathrow-rewards/help-and-support/terms.
8. Gift cards or experience day vouchers
8.1 If you have purchased a gift card or experience day voucher, this will be subject to the Retailer’s specific terms and conditions, which will be provided to you at the time of purchase. In the event that you return a gift card or experience day voucher under the Heathrow Returns Promise, Heathrow will only accept a return on the Retailer’s behalf where the Retailer directs it to do so in accordance with the Retailer’s specific terms and conditions.
8.2 The details of product specific terms and conditions and/or any product warranty / guarantee will be provided to you by the Retailer at the time of purchase.
9. What happens if I am denied a refund?
9.1 If you are not happy with the outcome of a refund, you can contact Heathrow's customer support team at 0800 6785324 or shopping.services@heathrow.com who may be able to assist you in resolving your issues with the Retailer. All Retailers have authorised Heathrow to manage this process on their behalf. However, if you continue to have issues, and Heathrow is unable to resolve your issue, you can contact the relevant Retailer by using the contact information provided to you by them.
9.2 Whilst Heathrow helps Retailers to manage refunds and returns, Heathrow will not be responsible for any refunds to you as your contract for the sale of goods is between you and the relevant Retailer (as described in the relevant Retailer Terms and Conditions of Sale). Any refunds will be paid to you by the Retailer (although these will be processed by Heathrow on their behalf).
