Refund Guarantee - World Shopper Promise
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We are investing £6.2 billion over the next ten years to rebuild and refurbish existing terminals and provide world-class facilities.
Refund Guarantee - World Shopper Promise
Shopping at the airport is even more enjoyable and convenient than ever before. You may be familiar with the wide selection of shops, fantastic range of products and outstanding value at all BAA airports. But did you know that as part of our commitment to providing world class customer service, we also offer a generous 60 day returns policy?
World Shopper Promise enables you to shop with total peace of mind knowing that if anything goes wrong with your purchase, or if you simply change your mind, you can return it and we’ll guarantee a full refund*. Simply post your purchase, together with the proof of purchase to the relevant address below, and we’ll refund any postage in excess of £1. (Please note that we do not refund the cost of returning by courier.)
You don’t need to worry about which airport shop you bought your purchase from, as all retailers at BAA airports participate in the World Shopper Promise. You’ll have plenty of time to complete your trip and check out your new items, as we’re happy to refund goods received within 60 days of the purchase date.
* See Terms and conditions for further details and exclusions.
How to return your goods
All goods returned under the World Shopper Promise must be received within 60 days of purchase, together with the proof of purchase. When returning goods please supply a short explaination of why the goods are being returned, together with your:
• full name
• address
• telephone number
• email address
Please send the goods in secure packaging by Royal Mail special delivery or by an International recorded mail service. Postage costs in excess of £1 will be reimbursed. Please avoid returning the goods by courier. Packages returned via this method can incur customs charges which often results in the delivery being delayed. The cost of returning by courier will not be reimbursed. BAA is unable to offer replacement goods and will refer such requests to the retailer concerned. Should you require a replacement, send your purchase together with your receipt to the relevant address below, marking your package "REPLACEMENT".
Returns addresses
From within the UK (for items worth under £30)
BAA Retail Customer Services
FREEPOST NAT22205
Egham
TW20 0BR
From outside the UK, or from within the UK (only for items worth over £30 or if sending by special delivery)
BAA Retail Customer Services
BAA
Runnymede Warehouse
Windsor Road
Egham
Surrey
TW20 0AE
United Kingdom
If you have any queries regarding our World Shopper Promise, please ask any airport retailer or call +44 (0)20 8757 3825.
*Terms and conditions
The BAA World Shopper Promise is in addition to your statutory rights under English Law. Any disputes will be resolved under the exclusive jurisdiction of the English Courts. BAA’s liability in relation to any claims is limited to the purchase price of the goods. BAA does not accept responsibility for product liability claims on goods. BAA will return faulty goods to the retailer on your behalf and will contact you to advise you where the goods have been sent and to give you the contact details of the retailer. You should then contact the retailer direct regarding the faulty goods.
Please note that the BAA World Shopper Promise does not apply to and therefore no refunds, exchanges or otherwise are or will be available for, the following:
a) goods which are not returned in the same condition as sold
b) earrings (unless faulty)
c) headphones and in-ear headphones (unless fauty)
d) swimwear and underwear without the hygiene protection strip or labels attached (unless faulty)
e) bespoke or specially ordered items, personalised items, or items altered or adjusted after the sale
f) any purchase and/or any upgrade carried out at any BAA airport of any mobile telephone and/or accessories
g) any change in service provider made at any BAA airport
h) 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
i) cover plans or insurance policies taken out to cover product breakdown, loss, damage, wear and tear, repair
j) travel insurance policies
Please note that this exclusion does not affect your statutory rights. Nor should it affect any rights which you may have pursuant to any contract which you may have with the relevant retailer at the relevant airport. If you have any comments concerning such contract you should make direct contact with the relevant retailer. Please note further that the BAA World Shopper 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 at the relevant airport and therefore no payment or otherwise will be made in respect of such cancellation fees or charges.
BAA do not accept any responsibility for items posted but not received by BAA.
If BAA WorldPoints were awarded on goods purchased and purchases are subsequently refunded, the WorldPoints earned will be deducted from your account.
If you request a refund under the BAA Shopping Promise, BAA 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.
