Refund and Returns Policy

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Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase or cancelled visit, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer. Please return it to: The Warden, Warden’s Cottage, Chillingham, Alnwick NE66 5NP

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery


If you are unable to attend a pre-booked tour for whatever reason, a refund will only be issued if you notify us of your non-attendance prior to the tour departure time. Refunds will not be issued if you simply arrive late for a pre-booked tour. Such an action is a great inconvenience to the Warden and everybody else on the tour so do not think that you will be rewarded for such selfishness.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit/debit card. We do not refund cash.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account/credit card account again. It may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]


We only replace items if they are defective, damaged or if a different size is required. If you need to exchange it for the same item, send us an email at and send your item to the address below.

Shipping returns

To return your product, you should mail your product to: The Warden, Warden’s Cottage, Chillingham, Alnwick NE66 5NP.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at [email protected] for questions related to refunds and returns.