Session is about to expire
Your session will timeout due to inactivity, please choose to continue your session if you’d would like to continue.
There are certain things you need to be aware if you'd like to return a product purchased at Heathrow, so please read the following carefully.
All items returned under the Heathrow Returns Promise must be received with proof of purchase within 60 days of purchase.
Please note that postal restrictions apply in connection with certain products being sent from outside the UK. All relevant tax and import duty must be paid in advance. We cannot accept items with outstanding duty. These will be returned automatically.
We strongly recommended that you insure any products you return for their full value. Heathrow does not accept liability for any products lost or destroyed in the postal system.
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
Heathrow Airport Limited of The Compass Centre, Nelson Road, Hounslow, Middlesex TW6 2GW offers the following Heathrow Returns Promise, which is in addition to your legal rights and does not affect them. For further information about your legal rights, contact your local authority Trading Standards Department or Citizens Advice Bureau. If you change your mind about a product or a product is faulty, please send us the returns form along with the product and proof of purchase to arrange for a full refund. 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. You must return the product to us at your own expense. For faulty items, postage costs will be refunded by the retailer, and for unwanted items, the postage costs may be refunded by the retailer at their discretion. The Heathrow Returns Promise is offered to consumers, regardless of where they are resident.
Returns will be processed by the relevant retailer. Upon receipt of returned goods, Heathrow will return items to the retailer on your behalf. Heathrow will contact you to advise you where the items have been sent and to provide you with the contact details of the retailer who will process your refund. You should then contact the retailer directly regarding all items. Please note that from this point, all correspondence would be between you and the retailer.
Please note that the Heathrow Returns Promise does not apply to any goods purchased at World Duty Free.
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:
Please note that the Heathrow Returns Promise does not apply to any cancellation fee or any other charge made if there is a termination or cancellation of a contract between you and the relevant retailer. Therefore, no payment or otherwise will be made in respect of such cancellation fees or charges.
Any disputes will be resolved under the exclusive jurisdiction of the English Courts. Heathrow's liability in relation to any claim is limited to the purchase price of the product being returned.
If payment for the product was made (in part or in full) by a Heathrow shopping voucher, any refund will be made in the same method.
If Heathrow Rewards points were awarded on items purchased and purchases are subsequently refunded, the Heathrow Rewards points earned will be deducted from your account.
If you request a refund under the Heathrow Returns Promise, Heathrow 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.