Refund policy
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and you should include your receipt or proof of purchase. Please send your purchase back to us and not to the manufacturer.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. Any personalised goods can’t be returned unless they are faulty. Please ensure you choose the correct size when ordering personalised clothing items as they cannot be returned.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Book with obvious signs of use
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery.
Refunds (if applicable)
Once your return has been received and checked, we will send you an email to notify you that we have received your returned item. We will also confirm your refund.
If eligible, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.
Late or missing refunds (if applicable)
If you haven’t received your refund yet within 10 working days please contact us. If we confirm that the refund has been processed, then contact your bank or credit card company as it may take some time before your refund is officially posted (there can be a processing delay before a refund is posted).
If you’ve done all of this and you still have not received your refund, please contact us again at nuth.infocharity@nhs.net.
Sale items (if applicable)
Only full-priced items will be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at nuth.infocharity@nhs.net
Shipping
To return your product, you should mail your product to:
Newcastle Hospitals Charity,
Peacock Hall,
Queen Victoria Road,
Royal Victoria Infirmary,
Newcastle,
NE1 4LP
You are responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.