Purchasing information

All of our online payments are managed by WorldPay, a secure and trusted payment provider.

Customer satisfaction is very important to us and our customer services team would very much like your feedback so that we can improve our charity shop online in the future.

We accept the following credit/debit card payments.

Returns policy

Returned products must be received by Hearing Dogs for Deaf People packed in original packaging, with all component parts and in good condition. The customer bears the cost of returning goods for refund or exchange, except in the case of faulty, damaged or wrongly supplied goods.

Please allow 14 days for delivery, although in most cases delivery will be quicker. We regret that we can only dispatch orders to a UK address.

The Hearing Dogs for Deaf People Trading Company Limited (Registered Company Number 2786252) is a wholly owned subsidiary which trades only to raise money for its parent charity's objectives.
VAT no. 537 1177 47

Definitions:
In these conditions, the following terms shall have the following meaning:
“The Company” refers to The Hearing Dogs for Deaf People Trading Company Ltd”.
“The customer” means the customer of the company.
“Contract” refers to any contract for the sale of good by The Company to the Customer.

Payment:
Payment shall become due upon placement of the order. No goods shall be supplied without payment. Goods will be delivered by a carrier of The Company’s choosing. Carriage will be at cost to the Customer and forms part of the invoice. Carriage costs are available below. Orders will normally be delivered within 28 days, although in most cases delivery will be quicker. Orders can only be dispatched to UK addresses.

Carriage costs:
Hearing Dogs for Deaf People charges just £4.50 per order to post anywhere in the United Kingdom.
We regret we can only dispatch orders to a UK address.

Claims:
Claims arising from damage, delay, or partial loss of goods in transit must be made in writing to The Company within seven working days of delivery. The Company shall be afforded reasonable opportunity to investigate any claim. The Customer shall, if so requested in writing or verbally by The Company, promptly return to The Company any goods subject to the claim and any packing materials securely packaged for examination.

Liability:
If the Customer establishes that any goods have not been delivered, have been delivered damaged, or are not of the correct quantity, The Company shall have the option to replace them with similar goods, or allow the Customer credit for their invoice value.

If the Customer established that any of the goods are defective, The Company shall have the option to replace them with similar goods, or allow the Customer credit for their invoice value.

In no circumstances shall the liability of The Company to the Customer under this condition exceed the invoice value of the goods.

Returns:
If you are not entirely satisfied with your purchases, return them to The Company in good condition within 7 days and the original purchase price will be refunded, or the item replaced.

If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please note the item is the responsibility of the Customer until it reaches The Company. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of your goods. If the items you receive are faulty or are not what you originally ordered please contact our catalogue services team by post or email

Goods that are faulty can be returned to:
Hearing Dogs for Deaf People
The Grange, Wycombe Road, Saunderton, Princes Risborough, Bucks, HP27 9NS

Specifications:
The Company reserve the right to alter specifications to those stated in the catalogue including slight difference in colour, shade and size.

The Customer’s statutory rights will not be affected.

Privacy

How do we collect information?
Hearing Dogs collects personal information about potential supporters, volunteers, or clients either directly from the individuals themselves or, in some situations, via third party providers. When you enter information on this web site, respond to direct marketing appeals, enter competitions, or register as a client or volunteer, personal information is captured and recorded. Hearing Dogs also uses commercial lists to contact people who we believe may be interested in our work.

What information do we collect?
Where provided we store your contact information such as name and address, telephone numbers, and email addresses. We also record any donation and purchase histories, details of communications we have received from you, along with a record of communications we have sent to you. Occasionally we may ask our supporters and clients for additional voluntary information such as birthdates, interest in selected products and services, pet ownership, and other information which improves the efficiency of our marketing communications.

Fundraising is critical to Hearing Dogs. We receive no Government grants or lottery funding for our work. We may use your information to raise vital funds using donation appeals, competitions, trading offers, Hearing Dogs’ branded financial services, volunteering opportunities, or sponsored events.

We may also use your personal data for historical analysis, market research, and other operational purposes such as market profiling and supporter targeting.

Will we disclose the information we collect to outside parties?
We may pass your information to our professional service providers, agents and associated organisations. If we do make such a transfer, we will, if appropriate, put a contract in place to ensure your information is fully protected.

Where you have given permission, we may occasionally allow carefully selected organisations to contact you directly. If you would prefer Hearing Dogs not to transfer information about you, then please tick the third party ‘opt out’ box provided.

We may also need to disclose your information if required to do so by law.

Your consent
By providing us with your personal data, you consent to its collection and use in accordance with the above purposes and this privacy statement.

Right to data access
You have the right to ask for a copy of the information we hold about you (for which we may make a small charge) and to have any inaccuracies in your information corrected.

Further information
If you have any questions regarding the Privacy Statement of Hearing Dogs or require any further information please email us at shop@hearingdogs.org.uk.