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Cancellation, Returns and Refunds

At the BBC Store we want to provide you with the best possible customer service. We hope you are delighted with your items.

  • If your order is faulty, damaged or not as described on the BBC Shop site, return it to us within 30 days of delivery for a full refund (including all delivery charges);
  • If you change your mind, the cancellation policy set out below will apply.

If you need to return your goods please follow our Returns Procedure, as set out below.

A: Cancellation Policy

Except in relation to certain goods (as described below), if you live in the EU you have the right (Statutory Cancellation Right) to cancel your order and withdraw from the Contract, without giving any reason, and receive a refund as described in 'Your refund following cancellation below', within 14 days from the day you receive the goods or, where multiple goods from one order are delivered separately, 14 days from the day you received the last good.

In addition, if you return any item you have ordered from BBC Shop within 30 days of delivery, and provided it is in an unused and saleable condition, we will refund the cost of the item (but not the delivery charges). This is a right we provide you with in addition to your Statutory Cancellation Right.

These rights to cancel do not apply to electronic gift certificates, magazines, personalised goods, perishable goods, sealed DVDs, CDs, computer games or other sealed audio or video recordings unsealed after delivery.

B: Returns Procedure

How to exercise your right to cancel

If you wish to exercise your rights to cancel, you must inform us by sending an email to bbcshopplay@bbc.com, making a clear statement setting out your decision to cancel and withdraw from the Contract. You can use the model cancellation notice set out at below to notify us that you wish to cancel a Contract, but you are not obliged to.

Model Cancellation Form:
BBC Worldwide Limited
BBC Shop Play Store
Technicolor Unit A
Cosford Lane
CV21 1QN
United Kingdom
Email Address:
Suggested Content for Cancellation Notice:
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:
Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):

[*] Delete as applicable

Returning your goods

When returning your goods, please ensure you comply with the following conditions. No claims can be processed unless these conditions are strictly adhered to.

  • please return the goods to the following address within 14 days from the day you tell us you wish to cancel: BBC Shop, Returns Department, Technicolour Unit A, Cosford Lane, Newbold, Rugby, CV21 1QN, UK;
  • please ensure any goods you wish to return are securely wrapped and you enclose the returns form
  • you will bear the cost of returning the goods;
  • you must obtain a proof of delivery receipt. This is your proof of return and must be provided if the item you are returning fails to arrive at our Returns Warehouse;
  • please allow up to 14 working days for the goods to be returned and for us to process your return;
  • please allow up to 14 days for the refund to be visible on your account.

C: Your refund following cancellation

If you live in the EU, within 14 days of receiving your notification that you wish to cancel and withdraw from the Contract, we will provide a full refund of the cost of the goods and the costs of us delivering those goods to you (with the exception of extra costs resulting from you choosing non-standard delivery and the cost of you returning the goods to us).

We will carry out this refund by using the same means of payment as you used for the initial transaction.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

If you are unable to find the answer to your questions within our FAQ please email our customer service team at bbcshopplay@bbc.com or call on 01788 821107 Monday to Friday 8.30am -6.00 p.m. You can also write to us at the following address:

BBC Shop Customer Services
Technicolour Unit A
Cosford Lane
CV21 1QN
United Kingdom

We regret we are unable to answer questions that are not directly related to BBC Shop or its products and services


BBC Worldwide (owner of BBC Shop) is committed to protecting your personal information whenever it is provided to us.

When you purchase from BBC Shop via the Play website some information is shared with us to enable us to fulfil your order. Your data will be used for this purpose only in accordance with Play's privacy policy.