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Returns and refund policy
Updated November 2023
Introduction
We hope you are delighted with your order. If you are not 100% happy, please follow the return process below. You may also contact us at LNWH-tr.charity@nhs.net or phone 020 8869 3367 for more information.
Please ensure your goods are returned to us within 30 days of receiving them. Postage for all returns is payable by you or you can bring the items back in person to our offices at Northwick Park Hospital or Meadow House Hospice.
We cannot accept used or worn items unless they are faulty. Please ensure items are in their original condition, with any seals, wrapping or tags intact. We will refund all payments received from you, except the cost of delivery which is non-refundable, unless the item is faulty.
We reserve the right to reduce your refund to reflect any loss in the value of the goods which has resulted from your handling them in a way which means they are not in a good enough condition to be resold.
If there is a problem with your products
If there is a fault with the product(s) you have ordered, you may be entitled to a refund or replacement. The expiry dates of these rights are set out below.
- Within 30 days
If your item is faulty or does not meet the statutory rights, you have the right to a full refund, providing you let us know and return the item to us within 30 days from the delivery of your product.
- Within six months
If your item is faulty or does not meet the statutory rights, you will have the right to a repair or replacement (unless the fault has been caused by your use of the products) if you let us know and return the item to us within six months of the delivery of your products.
(Your statutory rights are your rights relating to faulty or mis-described goods. For further information about these, contact your local authority Trading Standards Department or Citizens' Advice Bureau.)
To return an item
- Contact us to let us know you would like to return the item by emailing LNWH-tr.charity@nhs.net or calling 020 8869 3367
- Send the item back using a tracked service or in person
- We will send you confirmation that the return has been received
Once we receive your return, we aim to process your refund or replacement order within 3 to 10 working days.
We will make the refund using the same means of payment that you used for the initial purchase unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund, however delivery costs will not be refunded unless the item is faulty.
If you have any questions or complaints about your purchase, please contact us at LNWH-tr.charity@nhs.net and we will respond as soon as possible.
Our promise to you
We believe that fundraising must be ethical, honest and transparent at all times. Our Supporter Promise clearly outlines our guarantees to you when you choose to support Meadow House Hospice.
our promise to you
We believe that fundraising must be ethical, honest and transparent at all times. Our Supporter Promise clearly outlines our guarantees to you when you choose to support Meadow House Hospice.
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