Terms & conditions

This Website is operated by Thames Hospice Retail Limited (Registered Company Number 1108298), who trades only to raise funds for Thames Hospice.

The following terms and conditions apply to all orders for the purchase of goods from the Thames Hospice online shop.

Forming the contract between 'You' and 'Us'

The information relating to Thames Hospice Retail Limited's Products and the applicable prices are displayed on this Website for your information and to enable you decide whether you would like to make us an offer to purchase any Products.

We have taken reasonable precautions to try to ensure that prices quoted on this Website are correct and that all Products have been fairly described. However, when ordering products through this Website, please note that:

  • orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this Website;
  • all prices are displayed in pounds Sterling inclusive of UK VAT where applicable unless expressly indicated otherwise
  • packaging may vary from that shown on this Website;
  • the weights, dimensions and capacities shown on this Website are approximate only;
  • whilst we try to display the colours of our products accurately on this Website, the actual colours you see will depend on your monitor and we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery; and
  • all items are subject to availability. We will inform you as soon as possible if the Product(s) you have ordered are not available and we may offer alternative product(s) of equal or higher quality and value.

This Website will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

When you place an order to purchase a Product from this Website we will send you an e-mail confirming receipt of your order. Please note that this does not mean your order has been accepted. We will confirm if we have accepted your order when we send e-mail confirmation to you that we have dispatched that Product to you. The contract between us will only be formed when we send you that email confirming dispatch. Any Products which form part of the same order, but which we have not confirmed as being dispatched, will not form part of that contract.

Prior to the dispatch of any Products to you, Thames Hospice Retail Limited reserves the right to decline an order for any reason, including but not limited to legal and regulatory reasons.

If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because we cannot meet your requested delivery date or because of an error in the price on our site, Thames Hospice Retail Limited will inform you of this via email using the details provided by you when placing your order and set out the options that may be available to you. If you have already paid for the Product(s) and you choose not to pursue an order with us, we will refund you the full amount including any delivery costs charged as soon as possible.

If the fulfilment of an order (or any aspect of it) would be illegal or unlawful, including by reason of breach of export controls or sanctions rules, Thames Hospice Retail Limited has the right to stop or cease to fulfil the order at any time, including after despatch of products and/or notification to you that the order has been received and is being processed. You acknowledge that Thames Hospice Retail Limited shall incur no liability in such circumstances.

These Sales Terms and Conditions constitute the entire agreement between you and us and supersedes and extinguishes any and all previous agreements, promises, assurances, warranties, representations and understandings between us, whether written or oral.

Description of the goods

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. Whilst we endeavour to provide up to date images of individual products, for a minority of items such as high print volume books, stock images may be used. We reserve the right to refuse orders where product information has been miss-published, including prices and promotions.

Method of payment

For orders placed via the Website, email or telephone, Thames Hospice Retail Limited accepts all major credit cards and PayPal.

When making your payment by credit/debit card or PayPal, it is imperative that you provide the information that Thames Hospice Retail Limited specify is required. Your card or PayPal account will be debited immediately upon placing your order. Ownership or title to the Product shall not pass to you, the buyer, until Thames Hospice Retail Limited has received payment in full.

During the checkout process, you will be asked to enter your payment details. By completing your payment details you confirm that the credit or debit card or PayPal account being used is yours. All fields indicated as compulsory must be completed. Please note that we may collect and store your information, using an encrypted secure payment mechanism and will only use your information in accordance with our Privacy and Cookie Policy

If your payment is not received and you have already received the Products you ordered from us, you must pay for or return those Products to us in accordance with our reasonable return instructions and in the same condition that you received them at your own expense. If you do not do this within 30 days of the date on which we cancel your order, we may collect or arrange for collection of the products at your expense. We reserve the right to charge you for any and all damage to (or other adverse interference with) any products that are the subject of an unpaid order.


For orders placed on the website and for delivery to the UK mainland, we have a delivery charge based on the value of your order. These charges cover packing, handling and delivery. We offer a free delivery within the UK on all orders over £50. Orders are usually processed within 2 working days.

For delivery outside the UK mainland, the delivery charge is dependent on the destination country and will be indicated on your Order Summary. Free delivery is not available on orders delivered outside the UK mainland.

Some countries may impose an import tax or other duties on deliveries from overseas, which the customer is responsible for paying.

Please note that time scales for delivery will vary depending on the availability of Products and your address. We will aim to deliver your Products within 14 days of the date on which we accept your order. Where the supply of your Product(s) is delayed or prevented for reasons beyond our control (for example, material shortages, import delays or higher than anticipated demand) we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.

Delivery will be to the address specified in your order.

All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order.

We shall be under no liability for any delay or failure to deliver products if the delay or failure is wholly or partly caused by circumstances beyond our control.

In the UK, delivery charge refunds can only be made in accordance with your legal rights under the Consumer Protection (Distance Selling) Regulations 2000 and other applicable legislation. For further information about your legal rights see Rights of Cancellation, Return and Refund section below or contact your local authority Trading Standards department or consumer advice centre (for example the Citizen's Advice Bureau for UK customers).

Cancellations and returns

We offer a 28-day no quibbles return policy (or 31 days for overseas returns), which begins from the date you received the goods. You have 14 days from receipt of your item to notify us you wish to return it, then have 14 days from notifying us to return the item. Alternatively, you can just return the item within 28 days without contacting us first. If you contact us outside of the 14-day period or fail to return the item to us within 28 days we will not refund the order (unless defective/damaged). All unwanted goods should be returned in a resaleable condition. This does not affect your statutory rights. For more information on your statutory rights please visit www.consumerdirect.gov.uk.

When you send your item back to us we will process the returned item and offer you the choice of a replacement or a refund.

If you request a refund we will refund the full price of the goods, excluding any delivery charges incurred. If your order included more than one item, you will only receive a refund of the delivery cost if you return all items within that order. Please be aware that any voluntary delivery contribution that is made is a charitable donation and will not constitute a delivery cost capable of being refunded.

You will receive notification via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase.

Customs fees & charges for overseas delivery

Orders that are shipped overseas may be subject to custom duties, and these are not included in the purchase price. As the buyer, you're responsible for these charges - unfortunately we have no control over them and cannot predict what they may be. Customs policies vary widely from country to country. If you'd like any further information, you should contact your local customs office.

Personal information 

Usage of your personal information is governed by the Thames Hospice Privacy and Cookies Policy, we will keep your personal information on a secure server and we will fully comply with all applicable UK data protection laws and consumer rights. We use your information only for the following reasons and as set out in our privacy and cookies policy found on our website.

Your email will not be used for marketing purpose without your consent and would only be used to access your account to verify your information to complete your order.

If you wish to make a donation to Thames Hospice please visit the home page on our online shop and click donate.


When submitting your order you are agreeing to the purchase of goods and to allowing Thames Hospice to use your personal data for the purpose of supplying the goods. For further information on privacy and security please see Thames Hospice Privacy policy

Alteration of service or amendments to the conditions

We reserve the right to make changes to our website, policies, and these Terms and Conditions of Purchase at any time. You will be subject to the policies and Terms and Conditions of Purchase in force at the time that you use the website or that you order goods from us, unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these conditions are deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.

Events beyond our reasonable control

We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.

Governing law and jurisdiction

These Sales Terms and Conditions shall be governed and interpreted in accordance with English law, and you consent to the exclusive jurisdiction of the English courts in respect of any dispute in relation to and arising from these Sales Terms and Conditions (including non-contractual disputes or claims).