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Refund guarantee

Worldwide Money Back Guarantee – retail returns service

Don't worry if you change your mind about anything you've bought at the airport. Our Worldwide Money Back Guarantee means you can return it free of charge from anywhere in the world for a full refund. Simply send your purchase, together with the receipt, to the relevant address below, within three months of purchase.

From within the UK

BAA Retail Customer Services
FREEPOST NAT22205
Egham
TW20 0BR

From outside the UK (or if sending by special delivery from within the UK)

BAA Retail Customer Services
BAA
Runnymede Warehouse
Windsor Road
Egham
Surrey
TW20 0AE
United Kingdom

All goods returned under the Worldwide Money Back Guarantee must be received within three months of purchase together with the receipt. Please send 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 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. Please supply your full name and address when returning goods.

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 above, marking your package "REPLACEMENT".

If you have any queries regarding our Worldwide Money Back Guarantee, please ask any airport retailer or call the Shopping Information Line on 0870 850 2825 (UK) or +44(0)121 410 5105 (outside of the UK).

The BAA Worldwide Shopping Promise is in addition to your statutory rights under English Law. Any disputes will be resolved under the exclusive jurisdiction of the English Courts. It is limited to the purchase of the goods. BAA does not accept responsibility for product liability claims on goods. Faulty goods will be returned to the retailer where purchased, who should be approached regarding claims of this nature.

Please note that the BAA Shopping Promise does not apply to and therefore no refunds, exchanges or otherwise are or will be available for, the following:

  • any purchase and/or any upgrade carried out at any BAA airport of any mobile telephone and/or accessories
  • any change in service provider made at any BAA airport
  • 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
  • bespoke or specially ordered items, personalised items, or items altered or adjusted after the sale

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 in respect of any of the points above, with the relevant retailer at the relevant airport. If you have any comments concerning such contract you should contact the relevant retailer direct. Please note further that the BAA Shopping Promise shall not apply and therefore no payment or otherwise will be made in respect of any cancellation fee or any other charge made if there is a termination or cancellation of any such contract.

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