Terms & Conditions


Shop Terms & Conditions

Last updated: 19 November 2018

The following conditions apply to all purchases, and redemption of free items from our online store so you should read them carefully.  They should be read in conjunction with our privacy policy, that explains how we will collect, store and use the data you provide when visiting our website.

We reserve the right to update these terms at any time, however all orders will be judged against the terms that were in place at the time the order was accepted.

If you have any questions you should contact us prior to placing an order.

Our products

We make every effort to ensure that listed items showing in stock on our website are available for dispatch at all times, and for pre-orders we give an estimate for dispatch time.

We endeavour to make the maximum amount of information available to you within the shop, with detailed and accurate descriptions of the products, and detailed photographs of the items.

Due to the varying nature of colour reproduction on different devices that you may view our shop through, we bring to your attention that items may appear to be slightly different colours when they arrive, and we cannot be held responsible for this.

We only supply items for domestic and private use. You agree not to use items ordered from our shop for any commercial, business or resale purposes, and therefore we shall have no liability to anyone for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We reserve the right to modify, reprice, withdraw or substitute items in our shop at anytime, without prior notice.  We cannot guarantee on-going availability of any items.

Orders

You will automatically receive an acknowledgement email from us when you place an order with a subject heading of ‘Details of your PTSD UK order’.

If you have not received this, please check your spam and/or junk folder and add our (@ptsduk.org) email address to your safe senders list.

This email is only an acknowledgement email, and your order is not accepted and a contract formed until you receive an additional email entitled ‘Confirmation of your PTSD UK order’.  

Prior to accepting your order with this email, we reserve the right to cancel your order for any of the following reasons:

  • the item(s) you have ordered being out of stock
  • the item(s) you have ordered being withdrawn from stock
  • your payment is not authorised, or is recalled by your provider
  • we have detected a product or pricing fault
  • you have requested delivery to an address outwith the UK
  • we have reason the believe you have used an invalid or fraudulent discount code or special offer combination

When part of your order is temporarily unavailable

We will use the email address you give us to contact you to let you know we will:

  • Hold all your items for dispatch until the missing item(s) arrive
  • Let you know of the revised estimated dispatch date
  • Let you know of alternative actions we can take, and explain how you can ask us to do so

You can reply to this email and ask us to take alternative action.  However if you contact us after your order has been dispatched this will not be possible.

When part of your order is permanently unavailable

We will use the email address you give us to contact you to let you know we will:

  • Cancel the missing item(s) from your order and send the corresponding refund to your account
  • Dispatch the available item(s) to you

You can reply to this email and ask us to take alternative action.  However if you contact us after your order has been dispatched this will not be possible.

When all of your order is temporarily unavailable

We will use the email address you give us to contact you to let you know we will:

  • Let you know of the revised estimated dispatch date
  • Let you know of alternative actions we can take, and explain how you can ask us to do so

You can reply to this email and ask us to take alternative action.  However if you contact us after your order has been dispatched this will not be possible.

When all of your order is permanently unavailable

We will use the email address you give us to contact you to let you know we will:

  • Cancel your order
  • Refund the full amount of your order to your original payment method (allow 5 working days to clear)

Dispatch Process

All orders are dispatched using Royal Mail or other UK based carrier service.  Please allow 5 working days from the date on our dispatch email for your items to arrive.

Returns

You have the right to return your order within 14 days of receiving it.  To start a return, either contact us or reply to your order confirmation email requesting return instructions

We will refund the total cost of your order (but not the cost of your return postage) within 14 days of receiving your return.

Faulty and Damaged Items

If you receive a faulty or damaged item, please contact us within 30 days of the dispatch date of your goods by replying to your order confirmation email with details of the issue and we will assist you.  Please be prepared to provide photographs of both the faulty/damaged item and the packaging it arrived in.  Please do not disposed of packaging, as we will require this when you make your return.

 

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