Trentham Gift Shop Purchasing and Faulty Goods Policy

Welcome to the Trentham Gift Shop. Please read this policy carefully before making a purchase. By completing a purchase, you agree to the terms set out below. Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. 

1. Prices and payments 

All prices are displayed in pounds sterling (GBP) and include VAT where applicable. 

We accept: 

• Visa and Mastercard credit or debit cards 

• Cash 

We take reasonable care to ensure that prices are displayed accurately. If an item has been incorrectly priced, we are not obliged to sell it at the incorrect price. The correct price will be confirmed before payment is taken, and you may choose whether to proceed with the purchase. 

The price confirmed and accepted at the till is the final purchase price. 

Customers are responsible for paying for any breakages or damage they cause to products or other Gift Shop property, whether before or after purchase, except where the damage was caused by circumstances outside their reasonable control or where liability cannot lawfully be imposed. 

2. Discounts and promotions 

Membership discounts, promotional offers and other concessions are subject to their individual terms and conditions. 

Certain products may be excluded from discounts, including: 

• Display items 

• Sale or clearance items 

• Specially sourced or commissioned products 

• Products supplied by third parties 

• Items specifically marked as excluded 

Any applicable exclusions will be displayed where reasonably possible or explained before payment is taken. A general promotional sign does not guarantee that every product in the Gift Shop is included. 

Discounts must be requested and valid membership cards, vouchers or promotional codes presented before payment. Discounts cannot normally be applied retrospectively or exchanged for cash. 

Offers, prices and product availability may be changed or withdrawn at any time, subject to applicable consumer law. 

3. Display items 

Display items may show reasonable signs of handling, wear or cosmetic damage. Their condition and price will be explained before purchase wherever applicable. 

Where a customer is informed of a specific fault or imperfection before purchasing a display item, the item will not be eligible for a refund solely because of that disclosed issue. This does not affect the customer’s statutory rights if the item has another fault, is unsafe or was not as described. 

Display items are excluded from membership and promotional discounts unless expressly stated otherwise. 

Customers must pay for any breakage or damage they cause to display items or other products before purchase, subject to applicable law. 

4. Receipts and proof of purchase 

A receipt will be provided when your purchase is completed. Please retain it as proof of purchase. 

A receipt or other acceptable proof of purchase will normally be required when reporting a faulty, damaged or incorrectly described item. 

5. Faulty, damaged or incorrectly described items 

Goods must be of satisfactory quality, fit for purpose and as described. 

We will only accept an item for return and refund where it is faulty, damaged when purchased or not as described, subject to your statutory rights. 

If you believe an item is faulty, damaged or incorrectly described, please contact us as soon as possible and provide the item and proof of purchase. 

Depending on the circumstances and your statutory rights, we may offer: 

• A full refund 

• A repair 

• A replacement 

• A partial refund or price reduction 

Customers may not be entitled to a remedy where: 

• They were informed of the specific fault before purchasing the item 

• They caused the damage through misuse, neglect or an attempted repair 

• The item has experienced reasonable wear and tear 

Each case will be considered individually and in accordance with the Consumer Rights Act 2015. 

6. No change-of-mind refunds 

We do not offer refunds, exchanges or credit notes where a customer has changed their mind, no longer wants an item or purchased the wrong item. 

This applies to all products, including sale items, clearance items and display items, unless the item is faulty, damaged when purchased, not as described or otherwise covered by the customer’s statutory rights. 

7. Processing refunds 

Approved refunds for faulty, damaged or incorrectly described items will normally be returned using the original payment method: 

• Card payments will be refunded to the original payment card 

• Cash payments will normally be refunded in cash 

Processing times for card refunds are controlled by the customer’s card provider and may vary. 

8. Product descriptions and availability 

We take reasonable steps to ensure that product descriptions, photographs and prices are accurate. Minor variations in colour, appearance, packaging or finish may occur. 

All products are subject to availability. We cannot guarantee that a particular product will remain in stock. 

9. Privacy and data protection 

Any personal information provided in connection with a purchase, faulty item or enquiry will be handled in accordance with our Privacy Policy and applicable UK data protection legislation. 

10. Liability 

Nothing in this policy excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or breach of a customer’s statutory rights. 

Subject to these exceptions, Trentham will not be responsible for losses that were not reasonably foreseeable when the purchase was made. 

Customers may be required to pay for breakages or damage they cause to products or Gift Shop property, subject to applicable law and the exceptions set out in this policy. 

11. Governing law 

This policy is governed by the laws of England and Wales. Any dispute will be subject to the jurisdiction of the courts of England and Wales, without affecting any mandatory rights available to consumers. 

12. Contact us 

If you have any questions about this Purchasing and Faulty Goods Policy, please contact: 

Email: enquiry@trentham.co.uk 
Address: Trentham, Stone Road, Trentham, Stoke-on-Trent, Staffordshire, ST4 8JG 

Thank you for shopping with us. 

Last updated 7 September 2026.