Terms & Conditions

Welcome to the shop.helpforheroes.org.uk website terms and conditions of sale. These website terms and conditions of sale ("Terms") set out the Terms on which you may make use of our Website (the “Website”) and they also apply whenever you order any product or products ("Product(s)") through the Website or otherwise from us. These Terms should be read alongside, and are in addition to, our privacy policy (accessible here) (“Privacy Policy”). 

Please read these Terms carefully and print a copy for your future reference. By using the Website and/or ordering a Product from us, you agree that you have read, understood and agree to these Terms and the Privacy Policy (each as amended from time to time).

When you order from us you acknowledge that you are only permitted to use the Products for your own domestic purposes and that you are not permitted to sell or copy the Products, for any purposes including, for example, any business purposes. 

Before placing an order, if you have any questions relating to these Terms please contact our Customer Services team by email at shop@helpforheroes.org.uk  

If you do not agree to these Terms, please do not use the Website and do not order any Products from us.

1  About us

1.1

Help for Heroes Trading Limited (referred to in these Terms as “we”, or “us”) is a company registered in England and Wales, whose registered number is 06380957 and whose registered address is Unit 14 Parkers Close, Downton Business Centre, Downton, Salisbury, Wiltshire SP5 3RB.

1.2

Should you have any questions about these Terms or wish to contact us for any reason whatsoever, please use the contact details set out below:

Post:	14 Parkers Close, Downton Business Centre, Downton, Salisbury Wiltshire SP5 3RB
E-mail:	shop@helpforheroes.org.uk
Our VAT number is 108312548

2  Your relationship with us and use of the Website

2.1

You agree to use the Website only for lawful purposes and in a way which does not infringe the rights of anyone else or restrict or inhibit anyone else’s use and enjoyment of the Website.

2.2

You are permitted to download and print content from the Website solely for your own internal business purposes and/or personal use. Website content must not be copied or reproduced, used or otherwise dealt with for any other reason. You are not entitled to modify or redistribute the content of this Website or reproduce, link, frame or deep-link it on any other Website without our express written permission. You are not entitled to use the content of the Website for commercial exploitation in any circumstances.

2.3

By ordering any Products from us, you confirm that you are over 18 years old. If this is not the case, you must not order any Product from the Website.

2.4

We reserve the right, in our sole discretion, to refuse or accept any order for Products received through the Website or otherwise.

3  Product descriptions

3.1

All Product descriptions and illustrations shown on the Website are provided in good faith but are intended as guidance only and actual Products may vary accordingly.

3.2

All prices shown on the Website are in pounds sterling and inclusive of Value Added Tax (“VAT”) at the relevant rate. Prices shown on the Website do not include delivery, packaging or other charges, which will be added to any order you place. Our prices do not include any customs duties or similar charges payable on international deliveries. Your attention is drawn to clause 6.6 which sets out further information with regard to your liability for such charges.

3.3

Whilst we use reasonable endeavours to keep prices up-to-date on the Website, we reserve the right to alter prices at any time. Any change in price will be communicated to you prior to delivery of the relevant Products.

3.4

The Website contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product’s correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a Product’s correct price is higher than the price stated on our site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you that we are rejecting it.

3.5

You also acknowledge that you are only permitted to use the Products for your own domestic purposes and that you are not permitted to copy or use the Products, for any other purposes including, for example, any business purposes.

3.6

When products are on sale, if we show an original full price that will be on lines no older than a year old. For items older than a year we may only show a more recent reduced price.

4  How to order Products

4.1

When you have found a Product on the Website that you would like to buy, please click on the button labelled "Add to Cart”. This will add your Product to a virtual "Shopping Cart". You can then proceed to pay for the Products in your virtual shopping cart by clicking on the button labelled "Checkout". Alternatively, you can continue browsing the Website and add additional Products to your virtual shopping cart.

4.2

You can see what Products are in your virtual shopping cart at any time by clicking on the button labelled "Cart". If you wish to remove a Product from your virtual shopping cart, simply click on the button labelled “Remove” next to the relevant Product. You can pay for the Products in your virtual shopping cart at any time by clicking the button labelled “Checkout”.

4.3

When you click the “Checkout” button, you will be asked to provide various information necessary to process your order and deliver the Product to you. You can provide this information by filling in the fields requested on the screen. All highlighted fields must be completed. We respect your right to privacy and will only use any information you provide to us in accordance with our Privacy Policy.

4.4

When you place an order to purchase a Product from us, your order represents an offer to us to purchase that Product, which we may choose to accept or refuse – it does not represent a legally binding contract. Your offer is accepted by us and becomes binding only when we expressly confirm your order in writing either by invoice submitted with Products delivered, e-mail or otherwise.

4.5

Whilst we will do our best to fulfil your order (once it is accepted), we cannot guarantee to do so (for example, where we are out of stock, where your card issuer refuses to authorise your payment or where Products have been incorrectly priced on our Website).

5  Payment for the Products

5.1

All Products will remain our property until we have received payment in full for those Products.

5.2

During the checkout process, you will be asked to complete your payment details. All highlighted fields must be completed. We accept most major credit and debit cards, GooglePay, ApplePay and Paypal payments. Please note that we will collect, store and use your information in accordance with our Privacy Policy.

5.3

All card payments are subject to authorisation by your card issuer. If your payment is not authorised, we will cancel your order and notify you in writing (which may include e-mail) that we have done so.

5.4

If we cannot supply you with the Products that you have ordered, we will cancel your order and inform you of this as soon as reasonably possible. We will give you a full refund where you have already paid for the Products.

5.5

If a Product is ordered using any discount code, only full priced items are eligible for the discount, unless specified in the offer.  

6  Delivery of the Products

6.1

Delivery lead times stated our our aim and intention but not guaranteed.

UK Standard Delivery will be to the address specified in your order by Royal Mail Tracked Service. For international deliveries, parcels may be sent by courier or Royal Mail, depending on the weight of the parcel and the location of the delivery.

UK Express Delivery will be to the address specified in your order by Royal Mail Tracked Service. This service is not available for BFPO addresses, PO Box addresses, or international addresses. 

UK Express is unlikely to be achieved by Royal Mail to the following areas/postcodes, due to additional transit time needed over that to reach most mainland destinations:

Area	Post codes
Scottish Highlands	AB30-38, AB44-56, FK17-99, G83, IV1-28, IV30-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30, PH31-41, PH49-50
Scottish Islands	HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
Northern Ireland	BT1-BT94
Channel Islands	JE1-JE4, GY1-GY9
Isle of Man	IM1-IM9
Isle of Wight	PO30-PO41
Isle of Scilly	TR21-TR25

 

6.2

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.

6.3

Standard UK Delivery is normally within 5 working days from the date of order placement.  Orders placed for Print-on-Demand products are individually produced to order and despatched from a different location to stocked items. They will delivered separately to any stocked items on your order and may take up to 10 days for production and delivery.

UK Express Delivery aim is within 2 working days after your order placement, providing your order was placed before 1pm and is in an eligible delivery area.  Please note weekends and bank holidays are not considered working days.  

6.4

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.  We shall be under no liability for any delay or failure to deliver Products via UK Express Delivery if the delay or failure is due to the recipient not being available at the specified delivery address to receive the Products.

6.5

We can ship to virtually any address in the world. However, you should note that there are restrictions on some Products, some Products cannot be shipped to international destinations, and delivery will be in accordance with the terms set out in 6.1.

6.6

If you order Products from our site for international delivery, your order may be subject to import duties and taxes which are applied when the delivery reaches its destination out of the UK. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.

6.7

In accordance with the Licensing Act of 2003, Help for Heroes Trading is committed to the protection of children from harm.   When you order alcohol gifts from us you confirm that you are aged 18 or above, and that someone aged 18 or above will be available to accept delivery of your order.  We shall be under no liability for any alcohol gifts being delivered to children if you have agreed to the terms and conditions of sale at the checkout.

7  Intellectual Property Rights

7.1

As between you and us, we own all present and future copyright, registered and unregistered trade marks, design rights, unregistered designs, database rights and all other present and future intellectual property rights and rights in the nature of intellectual property rights existing in or in relation to the Website and the Products (“IPR” ).

7.2

If any IPR vests in you, whether by operation of law or otherwise, you hereby assign to us all right, title and interest (whether legal or beneficial) in such IPR throughout the world absolutely to the fullest extent possible, including any and all renewals and extensions of such IPR. You unconditionally and irrevocably waive any and all moral rights you may have either now or in the future existing in or in relation to the Website and/or the Products.

7.3

You agree to execute and do all such deeds, documents, acts and things as we may reasonably required in order to assign any IPR to us, to carry out the intended purpose of these Terms, or to establish, perfect, preserve or enforce our rights under these Terms.

8  Our liability to you

8.1

We provide the content on the Website in good faith but give no warranty or representation that the content is accurate, complete or up-to-date, nor that the Website does not infringe the rights of any third party. We accept no responsibility or liability for your use of content on the Website and such use is entirely at your own risk. While we take reasonable precautions to prevent the existence of computer viruses and/or other malicious programs on the Website, we accept no liability for them.

8.2

Information transmitted via this Website will pass over public telecommunications networks. We make no representation or warranty that the operation of this Website will be uninterrupted or error free and disclaim all liability in respect thereof.

8.3

This Website may contain links to other websites. We accept no responsibility or liability for any material supplied by or contained on any third party website which is linked from or to this Website, or any use of personal data by such third party.

8.4

We reserve the right to suspend your use of the Website at any time for operational, regulatory, legal or other reasons. We may terminate your use of the Website with immediate effect if you breach any of these Terms.

8.5

This clause does not affect your statutory rights as a consumer.

8.6

We exclude, subject to Clause 8.10 all other representations, warranties, conditions and Terms express or implied by statute, common law or otherwise to the fullest extent permitted by law.

8.7

Save as expressly set out in these Terms, we will not be liable for any special, indirect, incidental, consequential or economic loss or for loss of profits or revenues howsoever caused arising in connection with any order placed by you.

8.8

Notwithstanding the above, our total liability (whether in contract, tort, negligence or on any other basis) to you, for any loss or damage shall, subject to Clause 8.10, be limited to the sums paid or payable for the Products.

8.9

We will not be liable to you where we breach these Terms due to any cause that is beyond our reasonable control, including acts of God, explosions, floods, tempests, fires or accidents; wars or threats of war, sabotage, insurrection, civil disturbance or requisition; acts, restrictions, regulations bye-laws, prohibitions or measures of any kind on the part of any governmental, parliamentary or local authority; import or export regulations or embargoes; strikes, lock-outs or other industrial actions or trade disputes; difficulties in obtaining materials, labour, fuel, parts or machinery; power failure or breakdown in machinery.

8.10

Nothing in these Terms shall limit our liability for personal injury, death or fraud.

9  Returns and Refunds

Standard Returns:

Please do not physically return "Printed on demand" items (these display a "Printed on demand" logo on our website). 

Please contact us (details below) to request a refund if your item(s) have been incorrectly supplied or are damaged / faulty. 

Please recycle or re-use any such non-returned, printed on demand item.

Other items:

You can return part or all of your order for physical goods for a refund within 90 days of receipt.

Only incorrectly supplied or damaged/faulty items can be exchanged upon return. All other returns will be refunded back onto the credit/debit card or via the GooglePay, ApplePay or PayPal account used for the original purchase. You will need to place a new order if you simply require a different size or product. 

Purchases must be returned via post according to the instructions below.  

 

How to Return

Returns (UK) are simple and free: 

Please do not return print on demand items.

• Please take a note of the original order number from your email confirmations (or the "Your ref" field of the delivery note), to include on your free Royal Mail returns label
• Please let us know by writing on the original delivery note, which of the following reasons best fits why you are returning the product

• Changed mind	Incorrect size	Item of poor quality
  Item arrived late	Duplicate item / Order	Incorrect item
  Item damaged	Cancelled	Volunteer Merchandise Return

• Print your Royal Mail returns label (see guide below)
• Please include your original delivery note with return reason in the package 
• Package, label and post your return

Please go to https://www.royalmail.com/track-my-return/pick-a-retailer to generate your FREE & tracked (UK only) postage label.  In the "Pick a retailer" box, search for or enter "HELP FOR HEROES TRADING LIMITED"

The Royal Mail website will guide you through the steps to produce your returns label.  

You can download the label and print it, wait for the Royal Mail email containing a copy and print from there, or the Post Office can print it for you if you take the Royal Mail returns label email (e.g. on a mobile or tablet screen) along with your packaged item to a Post Office branch or Royal Mail Customer Service Point. 

Write the reasons for return on the original delivery note and place the completed form and goods inside your parcel, ideally using the original packaging. Apply your returns label ensuring you cover any previous shipping labels.

If your return will fit into a post or parcel post box, you can send it via this method and a digital proof of postage can be obtained through the Royal Mail App, which can be downloaded onto most smartphones, via this site: https://www.royalmail.com/downloadapp

Parcel post box locations can be found at this site: https://www.royalmail.com/d8/parcel-post-boxes

Alternatively, you can also take your parcel to any Post Office, where you can also request proof of postage.

The location of all branches and Customer Service Points can be found on the Royal Mail website. 

Please note international returns or requesting the parcel to be collected from your home by Royal Mail will be at your own expense.

Alternatively please contact us and we can assist you in generating a label and emailing it to you. 

Contact information

shop@helpforheroes.org.uk

Cancellation Policy

To cancel your order you must do so:

(a)   by written notice before the Products are delivered to you; or

(b)   by written notice within 14 calendar days of receiving the Products in accordance with your rights under the Distance Selling Regulations

If you cancel your order in the circumstances set out in accordance with (a) or (b) above we will refund the product price in full together with the original delivery costs.   

Before your refund can be processed you must return any products received, taking reasonable care of them and ensuring not to use them. Unfortunately once an order has been placed we are unable to stop it from being dispatched.

Please see the ‘How to Return’ section above for details on how to return a cancelled order for a refund.

Please note once your order has been placed there is no way to stop it from being despatched from our offsite warehouse. Whilst you can still ‘cancel’ this with us to ensure you receive a postage refund on return, we cannot process a refund until we have received the complete order back.

Goods should be returned in their original condition, ideally in the original packaging. Any damage noticed on receipt of the item should be highlighted on the returned delivery note as per above instructions.

Any refunds given by us will be refunded back onto the credit/debit card or via the GooglePay, ApplePay or PayPal account used for the original purchase. 

Cancellation Policy:

To cancel your order you must do so:

(a)   by written notice before the Products are delivered to you; or

(b)   by written notice within 14 calendar days of receiving the Products in accordance with your rights under the Distance Selling Regulations

If you cancel your order in the circumstances set out in accordance with (a) or (b) above we will refund the product price in full together with the original delivery costs.

Before your refund can be processed you must return any products received, taking reasonable care of them and ensuring not to use them. Unfortunately once an order has been placed we are unable to stop it from being dispatched.  Please see the ‘How to Return’ section above for details on how to return a cancelled order for a refund.

Goods should be returned in their original condition, ideally in the original packaging.  Any damage noticed on receipt of the item should be highlighted on the returns note.

Any refunds given by us will be refunded back onto the credit/debit card or via the PayPal account used for the original purchase.

Unless faulty or not as described, we cannot refund or offer an exchange on:

(a) personalised products

(b) perishable goods, such as food

(c) unsealed CDs or DVDs

(d) items that cannot be returned for hygiene reasons. These include all earrings, underwear and board shorts which have been visibly washed or worn. Returns on socks can't be accepted if the pack has been opened (if the pack is unopened and undamaged then it's fine to return).

Virtual Gifts
Because virtual gifts purchased from Help for Heroes count as a donation (see below) rather than a purchase our returns policy does not apply.

Both donations and virtual gifts cannot be used as a credit on our online store.

The specific item shown on the virtual gift card is an indication only of how your donation will be used. Help for Heroes ensures your valuable donation is put towards helping our heroes in the most efficient way possible.

Donations
When you proceed through the checkout process you will be asked if you would like to make a donation to Help for Heroes whilst making your purchase. This is not mandatory and will not affect your purchase in any way. You may proceed through the checkout process without making any donation if you wish.

All donations received by Help for Heroes Trading during the checkout process will be paid to Help for Heroes and will go into the Help for Heroes general funds, in support of those with injuries and illnesses attributed to their service in the British Armed Forces.

In compliance with legal and best practice regulations set by the Charity Commission, the Institute of Fundraising and the Fundraising Regulator, all donations we receive (including registration fees for challenge participation) are treated as irrevocable gifts and, as such, are non-refundable except in certain prescribed circumstances.

If you believe that a donation you have made should be refunded or if you suspect your credit card has been used incorrectly please contact our Donations team as soon as possible on 0300 303 9888 (Monday to Friday, 9am to 5pm) or by emailing: donations@helpforheroes.org.uk

10  Other important Terms

10.1

We may update or amend these Terms from time to time to comply with law or to meet our changing business requirements without notice to you. Any updates or amendments will be posted on the Website. By continuing to use the Website you agree to be bound by the Terms of these updates and amendments. The date on which these Terms were last updated is set out below.

10.2

These Terms supersede any other Terms and conditions previously published by us and any other representations or statements made by us to you, whether oral, written or otherwise.

10.3

You may not assign or sub-contract any of your rights or obligations under these Terms to any third party unless we agree in writing. We may assign, transfer or sub-contract any of our rights or obligations under these Terms to any third party at our discretion.

10.4

No relaxation or delay by us in exercising any right or remedy under these Terms shall operate as waiver of that right or remedy or shall affect our ability to subsequently exercise that right or remedy. Any waiver must be agreed by us in writing.

10.5

If any of these Terms are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, the rest of these Terms shall remain in full force and effect.

10.6

Only you and we shall be entitled to enforce these Terms. No third party shall be entitled to enforce any of these Terms, whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.

10.7

These Terms set out the entire agreement between you and us and supersede any and all prior terms, conditions, warranties and/or representations to the fullest extent permitted by law. Any delay or failure by us to exercise any right we may have under these Terms shall not constitute a waiver by us of that right.

10.8

These Terms are governed by English law. In the event of any matter or dispute arising out of or in connection with these Terms, you and we shall submit to the exclusive jurisdiction of the English courts.

These Terms were last updated 24/01/2024