Terms of service

DOROTHY HOUSE – dorothyhouse.shop

TERMS & CONDITIONS OF SUPPLY VIA WEBSITE

Thank you for your purchase.

  • What these terms cover. These are the terms and conditions on which we supply our products to you via our website.
  • Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
Information about us and how to contact us
  • Who we are. We are Dorothy House, a charity registered in England and Wales (275745). Our registered office is at C/O Dorothy House, Winsley, Bradford On Avon, Wiltshire BA15 2LE. Our registered VAT number is 543126959
  • How to contact us. You can contact us by emailing  our Customer Service Team on onlineshop@dorothyhouse-hospice.org.uk. Emails will be monitored 9am-5pm, Monday to Friday.
  • How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
  • "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
YOUR ORDER - Our contract with you
    • How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
    • If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to supply the product.
    Our products
      • Products may vary slightly from their pictures but we will describe items as accurately as possible
      • Product packaging may vary. The packaging of the product may vary from that shown in images on our website.
      Your rights to make changes to your order
        • If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
        • If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract 
        Our rights to make changes to products
          • Minor changes to the products. We may change the product to reflect changes in relevant laws and regulatory requirements or to implement minor technical adjustments and improvements.
          Delivery of your order
            • Delivery costs. The costs of delivery will be as displayed to you on our website.
            • When we will provide the products. During the order process we will let you know when we will provide the products to you. If the products are goods we will contact you with an estimated delivery date, which will be within 30 days after the day on which we accept your order.
            • We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
            • If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
            • If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

            When you become responsible for the goods.

            A product which is goods will be your responsibility from the time we deliver the product to the address you gave us or you collect it from us.

            When you own goods.

            You own a product which is goods once we have received payment in full.

            Reasons we may suspend the supply of products to you.

            We may have to suspend the supply of a product to:

            • deal with technical problems or make minor technical changes;
            • update the product to reflect changes in relevant laws and regulatory requirements;
            • make changes to the product as requested by you or notified by us to you 

              Your rights if we suspend the supply of products.

              We will contact you in advance to tell you if we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 28 days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.

              We may also suspend supply of the products if you do not pay.

              If you do not pay us for the products when you are supposed to and you still do not make payment within 7 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments.

              Returning or cancelling your order - please see our refund policy.

              Price and payment

                Where to find the price for the product.

                  • The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order.

                We will pass on changes in the rate of VAT.

                • If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

                What happens if we got the price wrong

                • It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced.
                • We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount.
                • If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.
                • If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.


                When you must pay and how you must pay.

                We accept payment via Apple Pay, Paypal and Shopify Payments who accept most major credit cards. For goods, your payment must be authorised before we dispatch the products.

                Our responsibility for loss or damage suffered by you

                  • We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
                  • We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised and for defective products under the Consumer Protection Act 1987
                  • We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

                  How we may use your personal information

                   

                  How we may use your personal information. We will only use your personal information as set out in our privacy policy

                  Other important terms

                  • We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
                  • You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.
                  • Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
                  • If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
                  • Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
                  • Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
                  • Alternative dispute resolution. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact an alternative dispute resolution provider. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform https://ec.europa.eu/info/live-work-travel-eu/consumers/resolve-your-consumer-complaint_en.