Online retail cancellation and returns

Online retail cancellation and returns

You may cancel your order (or any part of it) and return your Products for any reason before dispatch (where applicable) or within 30 days after the date of purchase for online orders.

You will lose your right to cancel after the expiry of the 30 day period, this does not affect your rights if there is any problem with the Products.

If you paid for your order using a credit/debit card, we will refund you on the credit/debit card used to pay for the online order.

You must arrange for the return of the Product(s) as soon as possible and in any event not later than 14 days after the day on which you cancel your order.

We reserve the right to make a deduction from the amount of any refund for loss in value of the Products returned where the Products show signs of unreasonable use; for these purposes, unreasonable use includes handling the Products beyond what is necessary to establish the nature, characteristics and functioning of the Products, in particular, if it goes beyond the sort of handling that might reasonably be allowed in a shop.

As a consumer, you have extensive rights when it comes to returns and cancellations. For example, you have the right to cancel your order for up to 30 days after the date of purchase and should you choose to cancel, you have 14 days to return the product from the date of cancellation. This is to ensure that you are totally happy with your purchase, which is why it only applies after you have taken delivery of the order. However, if you do decide to cancel or return the goods in part or wholly then you must abide by the Distance Selling Regulation guidelines. Returns will only be accepted up to 30 days after delivery has taken place.

All items must be sent as they are received, complete with packaging and in their original saleable condition. Following their delivery to us, we will refund the total due to you onto the payment card that you originally used. This will be made within 14 days of return.

Please note, any items returned that are not in a resaleable condition as outlined above or without a valid reference will not be accepted.

The above refers only to any items you bought from our online shop and our physical charity shops based across the North East have different returns policies.

On receipt of the Products you must check they match your order. If there is any problem, or if they are defective or damaged you must notify us as soon as is reasonably possible.

In addition to the right to cancel an order, if there is a problem with your order or the Product(s) you purchase is(are) faulty, we may make good any shortage or non-delivery, or offer a repair, exchange or refund as appropriate in accordance with your consumer rights.

The total cost of your order and/or purchases is the price of the Products and applicable delivery charges.

We must receive payment in advance before your order and/or purchase can be processed, unless we have agreed otherwise in advance in writing.

Payment can be made by most major credit or debit cards in accordance with the payment methods section of our Website.

If you use a credit/debit card to pay for your order, you must use your credit/debit card or a credit/debit card that you are otherwise authorised to use. All credit/debit card holders are subject to validation checks by third parties and authorisation by the card issuer. If the issuer of the card refuses to authorise payment or any other validation checks return adverse results, we will not accept your order and we will not be liable for any delay or non-delivery and we are not obliged to inform you of the reason for the refusal.