Returns Policy

The Museum Shop

        Returns, Refunds & Exchanges 

        At the National Museum of Australia Museum Shop, we take care to ensure all products are packed and dispatched with due care. If there is an issue with your order, we are here to help. 

        Eligible Returns 

        If you receive a faulty, defective, damaged, or incorrect item, please contact us within 30 days of the delivery date to discuss a return, refund or exchange. 

        We may provide a refund, replacement or exchange where: 

        • the item received is faulty, defective or damaged; 

        • we have supplied the incorrect item; or 

        • you are otherwise entitled to a remedy under the Australian Consumer Law. 

        Where a return is approved due to a fault, error, or other legal entitlement, the Museum will also refund any delivery charges associated with the purchase. 

        Change of Mind 

        The Museum does not generally offer refunds or exchanges for change-of-mind purchases. Please choose carefully before completing your order. 

        Unavailable Items 

        If an item you have ordered becomes unavailable, a member of our Online Shop team will contact you with options before cancelling and refunding your order. Refunds will be processed back to the original payment method used for the purchase. 
         

        How to Request a Return 

        Please contact our team within 30 days of delivery. 

        To request a return, contact us on: 

        Phone: +61 2 6208 5222 
        Email: onlineshop@nma.gov.au 

        Please provide: 

        • your order number; 

        • proof of purchase; 

        • details of the issue; and 

        • photographs of the item, where applicable. 

        Returning an Item 

        Approved returns should be sent to: 

        National Museum of Australia 
        ATTN: Retail Team 
        GPO Box 1901 
        Canberra ACT 2601 
        Australia 

        Please include proof of purchase with your return. 

        Refunds 

        Approved refunds will be processed to the original payment method used for the purchase. 

        Please allow sufficient time for the refund to appear in your account following processing. 

        Australian Consumer Law 

        Nothing in this Returns Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law. 

        Consumers are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. Consumers are also entitled to have goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure. 

        Contact Us 

        For assistance with returns, refunds or exchanges, please contact: 

        National Museum of Australia Museum Shop 
        Phone: +61 2 6208 5222 
        Email: onlineshop@nma.gov.au