Fulham Palace Trust terms and conditions of service for all on-premises sales of goods and event tickets and any distance selling from this location.

Fulham Palace Trust, Bishop’s Avenue, Fulham, London, SW6 6EA

+44 (0)20 7736 3233     reception@fulhampalace.org

VAT Number GB 125455522 Registered charity no. 1140088

Registered at Companies House in England and Wales, registration number 07574413.

The museum shop is located within the visitor welcome area at Fulham Palace.

The barrow is located within the garden of Fulham Palace.

Sales of physical goods

All goods in the museum shop and barrow are sold as seen.

All prices displayed are inclusive of VAT.

All prices displayed are exclusive of delivery costs. Fulham Palace does not offer delivery services of goods purchased. All goods purchased must be collected by the customer during the advertised opening hours. 

Sales of event tickets

All event tickets purchased will be emailed to the address provided at the point of purchase. 

All event tickets are sold as described on our website https://www.fulhampalace.org.

Fulham Palace offers different types of events, each subject to specific conditions:

• Limited attendance events require a minimum and maximum number of booked tickets to enable the event to proceed as described. 

• General gathering events require booked tickets. The house and garden are closed to non-ticket holders. These events proceed in any weather.

• Education programme events require selection from the published available programme. Any bespoke education activity at times other than those published will be subject to conditions under a separate contracted agreement.

• Self-organised events require our approval so we can manage the enjoyment of the venue for everyone. We welcome large outdoor picnics/activities, but when these involve 30 people or more, we require you to book a timeslot and provide details of your plans. When any self-organised event involves an entertainer, picnic caterer or any other external organiser/assistant, charges will apply.

All contracts of sale made by Fulham Palace Trust shall be deemed to incorporate these terms and conditions. All orders are subject to acceptance of the terms and conditions and to availability of the items ordered.

Payments

We accept cash and major credit / debit cards in the museum shop and at the barrow. 

We accept credit/debit cards via our online booking platform(s) for published event ticket sales. 

All credit / debit holders are subject to validation checks and authorisation by the card issuer. We may share your personal information with such parties as are necessary to enable us to do such checks. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any non-provision or delay.

Where an invoice for payment by a future due date is raised by Fulham Palace, the customer must make payment by bank transfer to the account details stated on the invoice. All payments by invoice must be completed by the invoice due date. Items purchased will not be released until we can confirm that cleared funds have been received in full. Fulham Palace will not be liable for any non-provision or delay. For bookings requiring invoice payment customers should place confirmed orders not less than ten working days prior to their preferred collection date / event date.

Customers undertake that: 

• all details provided to Fulham Palace for the purpose of purchasing goods or tickets are correct 

• any credit/debit card that is being used is yours

Cancellation & refund

The right to cancel and be eligible for a refund is different depending on the details of your purchase.

Cancellation & refund: physical goods

Under the Consumer Rights Act 2015, you have the right to claim a refund, replacement, repair and/or compensation where you have purchased goods and the goods are faulty or misdescribed. Rights related to perishable goods are subject to a reasonable time frame of the same working day, as all items are sold as seen.  

In addition to this, regarding the sale of goods, we also allow you to return goods for a refund if you no longer want the item. All we ask is that you return the goods unused, in their original packaging, using the till receipt and within 30 calendar days of purchase. For hygiene reasons, pierced earrings and all intimate goods cannot be returned.

Goods to be returned that are not faulty or misdescribed must be returned at your own cost to the museum shop at Fulham Palace during advertised opening hours. See below for more information on how to return goods.

Cancellation & refund: event tickets

Under the Consumer Contracts law, in most cases, event tickets are exempt from the cancellation rights that normally apply under the regulations, as events are usually booked for a specific date or within a specific time period. 

In addition to this, regarding event ticket sales, we also allow you to cancel ‘Limited attendance’ event tickets, within a specific time period, for a refund if you no longer want to attend. We also offer, at our discretion and subject to rebooking availability, a limited opportunity for amendments to ’Limited attendance’ and’ General gathering’ events for an administration fee per booking. 

Where cancellation or amendment is permitted, the person who made the booking should email any request to admin@fulhampalace.org 

Please allow us three working days to complete your request from the date that full instructions were confirmed. 

Further details are outlined below. 

Limited attendance events 

Cancellation by Fulham Palace:

• These events will be cancelled by us if the level of bookings has not met their limit 15 working days* in advance. 

(*Working days are Monday to Friday)

Cancellation by you:

• If you opt to change your booked place, then cancellation or amendment fees may apply. These cancellation conditions are in place to help us deliver an event that meets everybody’s expectations.

General gathering events

Cancellation by Fulham Palace:

• These events would only be cancelled in extreme circumstances and would entitle you to a full refund. 

Cancellation by you:

• Booked tickets for general gathering events are non-refundable. 

Education programme events 

Cancellation by Fulham Palace:

• These events will be cancelled by us only in extreme circumstances and would entitle you to a full refund. 

Cancellation by you:

• Booked tickets for education programme events are subject to the following cancellation fees. 

• Between 14 and 7 working days prior to the event date, 50% of the exhibitor's fee will be charged. 

• Less than 7 working days prior to the event date, no refunds will be made for cancellations.

Self-organised events 

Cancellation by Fulham Palace:

• Booking for groups of 30+ are subject to our review and approval. We will advise confirmation or cancellation within three working days of receiving requests that do not involve an entertainer, picnic caterer or any other external organiser/assistant.

Cancellation by you:

• If you can no longer attend an event you have booked tickets and paid for, contact us prior to the date of the event, and we will be happy to assist with an amendment.

• When any self-organised event involves an entertainer, picnic caterer or any other external organiser/assistant, charges will apply, and your request will be passed to the relevant booking manager.

All events: amendments by you

• Amendments incur a £10 administration fee. 

• You can amend your booking to a different time/date/event with available tickets. 

• The administration fee is per booking and is non-refundable. You can amend as many times as you like; the administration fee will be applied each time you amend a booking. 

• Amendments to bookings that have a higher total ticket value will require payment of the difference.

• Amendments to bookings that have a lower total ticket value will not be eligible for a partial refund of any difference.

• If the Consumer Contracts Regulations apply, Customers may cancel goods purchased by sending a written notice of cancellation by post or hand delivery addressed to Fulham Palace Trust, Bishop’s Avenue, Fulham, London, SW6 6EA. +44 (0)20 7736 3233. retail@fulhampalace.org

• The notice of cancellation must be sent within 14 working days of the date the goods are received.

• If, under our cancellation conditions for event ticket sales you are not eligible for a refund / an amendment doesn’t suit, know that your decision to support our independent charity is appreciated and the money retained will help Fulham Palace Trust to continue it’s work to ensure this vibrant heritage site remains a place of inspiration and discovery for all. 

• Private events involving exclusive hire at the Palace are, for the avoidance of doubt, covered by a separate contract and not subject to the terms and conditions of contracts covering the sale of goods and the sale of event tickets. 

It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations, please contact us admin@fulhampalace.org

We reserve the right to change or amend these terms and conditions at any time and without prior notice.

Nothing in these terms and conditions affects your statutory rights as a consumer 

Limitation of liability

Fulham Palace’s total liability for in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise, arising in connection with the performance or contemplated performance of this agreement shall be limited to the price paid for the goods.

The limitation on any exclusion from liability contained in these conditions shall be subject to the provisions of second 2(1) of the Unfair Contract Terms Act 1977.

Fulham Palace will not be liable in any amount for failure to perform any obligation under this agreement if such failure is caused by the occurrence of any unseen event beyond its reasonable control, including, without limitation, Internet and Communication outages, fire, flood, war or act of God.

Severance

If any provision of this Agreement is held to be invalid or unenforceable, such provision shall be struck out and the remaining provisions shall remain in force.