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The following terms and conditions apply to all purchases through the website www.tcf.org.uk.

Order Cancellation

You can cancel your order at any point up to time of dispatch. If you wish to cancel an order you must email or telephone the National Office.

Refunds/Returns Policy

We hope that your order will be to your complete satisfaction. However if you change your mind we offer a 14 day money back guarantee for unwanted goods.

Unwanted Goods

If you have purchased an item within the last 14 days and are not happy with it, please contact our National Office to inform us that you wish to return the item(s). After notification that you do not want the goods, you have a further 14 days to return the item, unused, in its original packaging and in a resalable condition to the returns address shown. Please state that you wish to return the item within the package.

All goods should be returned to: The Compassionate Friends, 14 New King Street, Deptford, London SE8 3HS.

Please note we will not be responsible for items lost in transit during return. We recommend that you use a method of delivery that requires a signature when returning items to us for example, Royal Mail Special Delivery.

Refunds are processed within 15 days by the original payment method. If the card used to make the original payment has expired, we will offer an alternative refund method.

Damaged or Missing Items

If the goods supplied are damaged on the day of delivery, you have the right to reject the goods.

Failure to report a damaged item or missing items within 7 days will invalidate your right to any refund or replacement.

We will ask you to explain clearly which item or items are damaged or missing and we will refund the price you paid for the goods, or arrange for replacement goods to be sent to you.

Refunds can take up to 14 days to process.

Mis-entered Delivery Details

If you have entered delivery details incorrectly, we cannot be responsible for mis-delivery. If as a result of incorrect delivery details a parcel is returned to us by the Royal Mail or other courier, we can arrange re-delivery to the correct address for payment of a further standard postage/delivery charge.

Payment and availability

All prices are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information on to the system.

You confirm that the credit or debit card that is being used is yours. All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.

We reserve the right to change any advertised price before accepting an order. If we are unable to fulfill your order you will be offered an alternative or given a refund for the unavailable product(s).

Refusal of transaction

We reserve the right to withdraw any products from this website at any time and/or remove or edit any materials or content on this website. We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from this website whether or not that product has been sold; removing or editing any materials or content on the website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

To be eligible to purchase products on this website and lawfully enter into and form contracts on this website you must:

  • Provide your real name, phone number, email address, payment details and other requested information.
  • Be over 18 years of age.
  • Stipulate a valid delivery address. Please note that PO box numbers, hotels and accommodation addresses are not acceptable.
  • Possess a valid credit or debit card issued by a bank acceptable to us.
  • By making an offer to buy a product, you specifically authorise us to transmit information (including any updated information) or to obtain information about you from third parties from time to time, including but not limited to, your debit or credit card number or credit reports, to authenticate your identity, to validate your credit card, to obtain an initial credit card authorisation and to authorise individual purchase transactions.

Product details

Most products have a photographic image, these are for reference only and should be considered illustrative. By submitting your order to us you are confirming that you are aware of this fact and do not consider this to be a problem with ordering that product.

Delivery charges

All prices include postage/delivery and packing charges, except where they are stated as an additional charge.

Order payment

Payment can be made using options shown at checkout, through Sage Pay's secure gateway. Payment is subject to the gateway terms and conditions. Please note you can shop with confidence knowing that your card details will not be accessible to The Compassionate Friends as your details are encrypted and dealt with by Sage Pay.

Intellectual Property

The content of the Website is protected by copyright, trademarks, database and other intellectual property rights. Copyright extends to the design of the website, all photographs on it and its marketing materials. Any use of the website or its contents, images, design including copying, storing, modifying, reproducing other than for personal non-commercial use without prior written permission is strictly prohibited. For any queries please contact info@tcf.org.uk.

Company Details

The registered address of The Compassionate Friends is:

14 New King Street
Deptford
London
SE8 3HS

Company number: 04029535

Charity number: 1082335

National Office Telephone Number: 0345 120 3785 (9.30am-4.30pm)

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