Shop Terms and Conditions

Shop and ticket purchase terms and conditions

This legal notice applies to all purchases made by you through the website under the domain names www.nhm.ac.uk, www.naturalhistorymuseum.org.uk, www.nhmshop.co.uk, or www.nhmshop.com (the “website”).

By offering to purchase products through the website you are entering into an agreement with The Natural History Museum Trading Company Limited, whose registered office is at Cromwell Road, London SW7 5BD (henceforth referred to as “NHM”) on the terms and conditions set out below.

NHM is a wholly owned subsidiary of the Natural History Museum and performs the museum’s trading activities. It is incorporated in England as a private company limited by shares under the Companies Acts (Company Number: 02909102). All profits of the trading company are transferred to the Natural History Museum, being a charity, under a gift aid declaration.

These terms and conditions of sale are additional to and not a substitute for the general terms and conditions of use of the website which can be found here www.nhm.ac.uk/about-us/website-help/terms-of-use/index.html

1. Purchase of products from the shop

Specifications on the website of the products to be supplied by NHM are not intended to be binding and are intended only to give a general description of the products.

NHM reserves the right to make any changes in the specification necessary to comply with any applicable legal requirements and to change the specification published on the website provided that this does not materially affect the quality or performance of the products.

NHM warrants that it has the right to supply all products offered by it on the website and that the products will substantially comply with their description.

In all other respects, and to the maximum extent permissible, NHM makes no other warranties or promises about the products, and any implied warranties are excluded.

1 a) Availability, prices and information of products

NHM does not promise that products are necessarily available, and all products are offered for sale subject to availability. The price of the products shall be the price listed on the website on the date of your order (inclusive of VAT but exclusive of delivery charges which are payable by you). All prices displayed on the website are quoted in UK pounds sterling and must be paid in full, including delivery charges, except where discounts are offered as detailed on the website.

1 b) Ordering

When you click on the “Submit Order Button” on the “Check your order” page NHM will treat the order as an offer by you to purchase the products subject to these terms and conditions of sale. You are responsible for ensuring the accuracy of your order and if NHM accepts your offer they shall supply you, subject to availability, with the quantity and specification of products set out in your order.

If NHM accepts your offer they shall confirm each order online via the internet or by email and such confirmation shall be NHM's acceptance of the contract between the parties.

1 c) Delivery

All products will be delivered to the address that you indicate on the “Check your order” page and risk of damage to or loss of the products shall pass to you at the time of delivery even if the products have not been received by you in person.

Any times quoted for delivery are approximate only and time shall not be of the essence. NHM shall not be liable for any delay in delivery of the products howsoever caused.

NHM shall confirm each order in writing by sending you a printout of the order along with your products.

1 d) Cancellation and returns

NHM wants you to be totally satisfied with the products but if you would like to cancel your order and return the products you must do so within 7 working days after receiving them (enclosing a copy of your order confirmation and your reasons for returning them).

NHM will confirm any cancellation by email and will repay to you the cost of the products within 30 days from receipt of your cancellation. Goods must be returned to us at the following address: Retail, Shops Warehouse, Natural History Museum, Cromwell Road, London SW7 5BD.

We will not refund the costs of return postage to us unless the products are faulty.

You may not cancel your order if it is for:

(a) products, the price of which is dependent on fluctuations in the financial market that cannot be controlled by NHM;

(b) products that are made to your specifications or clearly personalised;

(c) products that cannot be returned or are liable to deteriorate or expire rapidly;

(d) the supply of audio or video recordings in any format or computer software, that have been provided in a sealed package and that have been unsealed by you;

(e) newspapers, periodicals or magazines or the supply thereof (and this will include all subscriptions for newspapers, periodicals or magazines); or

(f) gaming and lottery services.

2. Purchase of e-tickets for Museum events and exhibitions

In purchasing e-tickets for Museum events and exhibitions you enter into an agreement with the Natural History Museum on these e-ticket specific terms that incorporate the ‘common terms’ on this website applicable to all transactions.

A booking fee will be made against each transaction. This booking fee is flat rate and applies to the purchase of any number of e-tickets and to all classes of e-ticket.

2 a) Classes of ticket holders

For the purposes of e-ticket sales the following definitions shall apply:

• An adult. A person aged from 17 years old to 59 years old (inclusive).
• A child. A person aged from 4 years old to 16 years old (inclusive).
• A child under four. A person aged up to 3 years old.
• A adult senior. A person aged 60 years or more.
• An unemployed person. An adult who holds a valid ES40.
• A disabled person. A child, adult or senior who holds proof of receipt of incapacity benefit, disabled person’s tax credit or disability living allowance.
• A disabled helper. A person accompanying a disabled person.
• A student. An adult or senior who holds any type of valid photographic identity card showing they are a student.
• A family. Up to 2 adults and up to 3 children.
• Group discount. Applies to groups of ten or more excluding family tickets and zero cost tickets.

2 b) Issue of e-tickets

When your booking has been confirmed an email will be sent to the email address you specified supplying you with a link to the Natural History Museum website where you may download your e-tickets.

It is your responsibility to check prior to purchase that the information you have supplied to us in respect of your e-ticket requirements is accurate. We are only responsible for issuing e-tickets in accordance with the information you provide.

2 c) Ticket purchase and validity

Once purchased, neither the date, time slot nor event for which an e-ticket has been purchased may be changed. Payments for e-tickets are non-refundable. E-tickets are valid only for the date and time slot stated upon them.

On arrival at the event, the following will be required in order to validate an e-ticket purchased through this website:

• Appropriate proof of entitlement to any discounted ticket rate claimed (such as NUS card, pension booklet or passport) for each person to be admitted under the ticket.
• A legible printout of your e-ticket.
• The payment card used to purchase the e-ticket through this website. NHM reserves the right to charge the normal event entry rates to any person not able to validate their e-ticket in the above manner.

Any additional persons wishing to enter with an e-ticket holder will be required to pay the normal entry rates.

2 d) Resale

No e-ticket may be resold without the prior written consent of NHM. If any person attempts to enter an event with an e-ticket that has been resold without NHM’s written consent, NHM may refuse entry and no compensation is payable to that person by NHM.

2 e) Access to the event

Children under twelve must be accompanied by an adult.

NHM reserves the right, in its absolute discretion, to refuse entry into or remove from an event, any person. This includes but is not limited to a person who:

• Has behaved in a manner which, in the opinion of NHM has, or is likely to, adversely affect the enjoyment of other visitors.
• Has used threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace.
• Is or appears to be under the influence of drugs or alcohol.

2 f) Cancellation of the event

NHM reserve the right to close or remove any part of an exhibition deemed faulty or unsafe. Should cancellation of the event, or any day of the event, be necessary, NHM will attempt to contact all customers who have booked tickets in advance to arrange exchange or refund of tickets. This contact will be in the form of e-mail, so customers are advised to check their e-mail inbox before their visit to avoid an unnecessary journey should the event be cancelled. If an alternative visit date cannot be arranged, NHM will then refund the full price paid, including the payment processing fees, to customers.

3. Personal data

NHM is registered under, and will process your personal data in accordance with, data protection legislation. Any personal data that is provided to NHM in the course of any transaction with you (with the exception of any credit card details which shall be kept confidential) shall be processed in accordance with Clause 6 of NHM's general terms and conditions of use of the website which can be found here: www.nhm.ac.uk/about-us/website-help/terms-of-use/index.html

4. Limitation of liability

NHM's liability to you is limited to refunding the price of the products as provided for in Clause 6. NHM is not responsible to you to any greater extent and in particular is not liable to you for any indirect or consequential loss (including without limitation financial loss such as loss of profit, or otherwise) that you may incur as a consequence of its failure to comply with these terms and conditions of sale.

For the avoidance of doubt nothing in these terms and conditions of sale shall serve to exclude or limit NHM's liability in respect of death or personal injury caused by NHM's negligence or the negligence of its officers or employees.

5. Changes to the terms and conditions of sale

Our terms and conditions of sale may be changed. Please review them regularly. If you continue to use the website after a change has been made you are deemed to have accepted it.

6. Law and jurisdiction

These terms and conditions of sale shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising in relation to the website shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If any of these terms or conditions of sale should be determined to be illegal, invalid or otherwise unenforceable, it shall be deemed deleted and the remaining terms and conditions shall survive and continue to be binding and enforceable.

7. Comments and complaints

If you have any comments or complaints to make about purchases made through the website please send them to Retail Department, c/o Commercial Operations Manager, The Natural History Museum, Cromwell Road, London SW7 5BD or send an email to m.order@nhm.ac.uk