Terms & Conditions


Shop Terms & Conditions

Last updated: 2nd May 2019

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 received.  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 when an item is available on pre-order or back order we will also list an estimated dispatch time which may change.

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

Once you place an order you will automatically receive an acknowledgement email from us 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 email domain: ptsduk.org 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 second email from us 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  • the item(s) you have ordered being withdrawn from stock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

We aim to accept and dispatch orders as quickly as possible – however as the charity relies on volunteers please be aware it can take up to 5 working days so please allow for this.

When part of your order is temporarily unavailable (including back order and pre order items)

We will:

  • Hold all your items for dispatch until the missing item(s) arrive

We will use the email address you give us to contact you if:

  • The revised estimated dispatch date we originally gave you changes
  • We can no longer get the missing item(s)

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 (including back order and pre order items)

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 remaining 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 (including back order and pre order items)

We will:

  • Wait until all the items on your order are available and dispatch them together

We will use the email address you give us to contact you if:

  • The revised estimated dispatch date we originally gave you changes
  • We can no longer get some or all of the missing item(s)

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.  As we are a small charity so please allow up to 5 working days for your order to be prepared and dispatched.  We will send you an email when your item(s) are on the way, please allow up to 5 working days for your items to arrive after this email.

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 dispose of packaging, as we may require this when you make your return in order to raise it with the relevant courier or mail service.

Items missing from parcel

If you receive your parcel and an item is missing, please contact us within 14 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.

Parcel not received

If your parcel does not arrive after five working days from receiving your email entitled ‘Confirmation of your PTSD UK order’ please contact us by replying to your order confirmation email with details of the issue and we will assist you.

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