Refund policy

Please email us at retailoffice@dorothyhouse-hospice.org.uk to arrange a return.

You can post your items to be returned to:

Retail Office, Unit E, Fiveways Industrial Estate, Westwells Road, Corsham, Wiltshire SN13 9RG. 

If you are exercising your right to change your mind you must send off the goods within 14 days of purchasing the product.

Alternatively, you may also return your item to our Warehouse in Corsham:

Unit E
Fiveways Industrial Estate
Westwells Road, Corsham

Wiltshire, SN13 9RG

Please bring your item, along with your packing slip to the store manager to pass on to the virtual shop team. You will receive a refund in seven working days subject to the conditions below.

 Returning or cancelling your order - Your rights to end the contract:

You can always end your contract with us

Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

  • If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or to get some or all of your money back)
  • If you want to end the contract because of something we have done or have told you we are going to do.
  • If you have just changed your mind about the product, You may be able to get a refund if you are within the cooling-off period (referred to below), but this may be subject to deductions and you will have to pay the costs of return of any goods;
  • In all other cases (if we are not at fault and there is no right to change your mind)

Ending the contract because of something we have done or are going to do:

If you are ending a contract for a reason set out below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:

  • we have told you about an upcoming change to the product or these terms which you do not agree to;
  • we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
  • there is a risk that supply of the products may be significantly delayed because of events outside our control;
  • we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 28 days; or
  • you have a legal right to end the contract because of something we have done wrong.

Exercising your right to change your mind (Consumer Contracts Regulations 2013):

For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

When you don't have the right to change your mind:

You do not have a right to change your mind in respect of:

  • products which may spoil or otherwise become impaired once they have been opened; and
  • products sealed for health protection or hygiene purposes once these have been unsealed after you receive them

How long do I have to change my mind?

 For goods, you have 14 days (cooling off period) after the day you (or someone you nominate) receives the goods, unless:

  • Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
  • Your goods are for regular delivery over a set period. In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the goods.

Ending the contract where we are not at fault and there is no right to change your mind:

Even if we are not at fault and you do not have a right to change your mind, you can still end the contract before it is completed, but you may have to pay us compensation.

A contract for goods is completed when the product is delivered and paid for. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know.

The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

How to obtain a refund for your order - (including if you have changed your mind):

  • Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
  • Email. Email us at customerservice@dorothyhouse.shop Please provide your name, home address, details of the order and, where available, your phone number and email address

Returning products after ending the contract:

  • If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us.
  • You must either return the goods in person to where you bought them, post them back to us, or (if they are not suitable for posting) allow us to collect them from you.

Please email us at customerservice@Dorothy House.Shop   to arrange a return or collection. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

You may also return your item to any of our Dorothy House Charity Shops. If you bring your item, along with your packing slip, the Shop Manager will receive the item and inform our team. Once we have confirmed receipt, you will receive a refund in seven working days subject to the conditions below.

When we will pay the costs of return:

We will pay the costs of return:

  • if the products are faulty or misdescribed;
  • if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.
  • In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

What we charge for collection:

  • If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.

How we will refund you:

We will refund you the price you paid for the products by the method you used for payment. However, we may make deductions from the price, as described below.

Deductions from refunds if you are exercising your right to change your mind:

If you are exercising your right to change your mind:

  • We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.
  • If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

 When your refund will be made:

  • We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then, as the products are goods and if we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.

Our rights to cancel your order and end the contract:

We may end the contract if you break it.

We may end the contract for a product at any time by writing to you if:

    • you do not make any payment to us when it is due
    • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, delivery details;
    • you do not, within a reasonable time, allow us to deliver the products to you or collect them from us.

    You must compensate us if you break the contract:

    If we end the contract in the situations set out above we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

    We may withdraw products:

    We may write to you to let you know that we are going to stop providing certain products. We will let you know as soon as we reasonably can in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided

    If there is a problem with the product

      Summary of your legal rights:

      We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

      Summary of your key legal rights

      This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

      If your product is goods, for example, cosmetic goods or candles, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

      a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.

      b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.

      c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

       Your obligation to return rejected products:

      If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you.

      We will pay the costs of postage or collection where the products are faulty or incorrect. Please  email us at onlineshop@dorothyhouse-hospice.org.uk to arrange return or collection.