Returns and Refund Policy
We have a 30-day return policy, which means you have 30 days after purchasing your item to request a return.
In addition to your legal rights, should you change your mind, we will happily provide a refund to the original payment method providing the following conditions are met:
- The items with the original receipt are returned within 30 days of purchase.
- The item has not been used and is in original condition as purchased, including all packaging with original tags and labels attached.
How to Request a Return:
To request a return, please follow the below instructions:
- Navigate to the accounts page at the top right of this page, or by clicking HERE and entering your email address.
- Enter the one-time 6-digit code sent to your email.
- Find the order containing the item(s) you'd like to return.
- Select the item(s) and choose your reason for returning.
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Submit your return request.
- If approved, you'll receive an email with instructions on how to send your item(s) back
- Once we receive and inspect your return, we'll process your refund to your original payment method (Delivery costs will be excluded from the refund amount unless goods are returned in accordance with your statutory rights (E.g. they are faulty or not as ordered).
If you checked out as a guest or cannot find your order, you will be unable to request a return using the above process. To request a return please contact us at ATROnlineShop&Retail@alton-towers,com with your order number and the item(s) you'd like to return.
Exchanges
We do not offer exchanges for any reason other than where items are confirmed to be defective or damaged upon delivery.
If your item is defective or damaged, you must submit a return request for the relevant item(s) in accordance with the above process, selecting “Item Defective” as the reason. You are also required to provide clear photographic evidence of the defect or damage, together with your order number, by emailing:
ATROnlineShop&Retail@alton-towers.com
Returns for defective or damaged items will not be accepted until the required evidence has been provided and reviewed. Where a return is approved, the item must be returned to us using the provided return label. After the item(s) have been received, a like-for-like replacement will be sent out.
Exchanges for defective or damaged items are subject to stock availability.
If, instead of a like-for-like replacement item, you would prefer a refund, please indicate this along with the required photographic evidence. Once the item(s) have been received, the refund will be processed to the original payment method.
For all other reasons, exchanges are not offered. If you would like a different item, please submit a return request in accordance with the above process. Once the return has been accepted and the refund has been processed, you may place a new order.