Returns, Refunds and Cancellations Policy

If you have an issue with the quality of a product purchased from us, please contact us either by email on or by calling us on 01497 820079

Our standard returns policy for items bought is 30 days.

This applies to both online and in-store purchases. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.

If the item is unused, in its original packaging and accompanied by a valid proof of purchase, we will offer a full refund. This does not affect your statutory rights.

Returns to our gift shop will be processed the same day as your visit. The refund will be issued to your original payment card, usually within 3-5 working days.

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

Please do not send your purchase back to the manufacturer.

Tickets for Events or Tours

Tickets for events or tours cannot be refunded.

Refunds (if applicable)
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 card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

To return your product, you should bring it back to Hay Castle. Otherwise please mail your product to: Hay Castle, Oxford Road, Hay on Wye, Herefordshire, HR3 5DG

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 shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.