Veterans Aid Shop Terms & Conditions
Please note that by accessing and using this website and /or placing an order you agree to be bound by the Terms and Conditions set out below. Please also note that we may update them at any time and without notice. You should therefore check this page on a regular basis. Please note that these terms do not cover the sale of tickets or bookings to Veterans Aid events. If you do not agree to be bound by these terms and conditions, you may not use, access or place an order on this website.
Who we are?
This website is operated by Veterans Aid, (referred to in these Terms as “we”, or “us”) Registered Charity in England & Wales No. 1095308, Charitable Company Limited by Guarantee No. 4544532. Operational since 1932. Our registered address is 27 Victoria Square, SW1W 0RB, London.
About you
To shop with us, you need to:
– be at least 16 years old,
– have a credit card / PayPal account,
– be authorised to use that credit card or debit card (e.g. it is in your name or you have permission to use it).
Placing an order
You will receive an acknowledgement e-mail confirming receipt of your order. Orders cannot be amended by going back to basket page. If you make an error or no longer need an item, contact us immediately by email on at info@veterans-aid.net and we will try to help.
Please be aware that VA reserves the right to cancel an order if we notice something unusual or if the payment details do not match the billing address provided.
No contract for the sale of any product will subsist between you and Veterans Aid Online Shop until the product(s) ordered have been dispatched. We will send a confirmation email when the goods have left our store. This confirmation email amounts to an acceptance by Veterans Aid Online Shop of your offer to buy goods.
Donations
At the checkout you’ll be asked if you wish to make a donation to Veterans Aid. Please note this section is entirely optional and will not affect your order in any way.
All donations received are treated as irrevocable gifts and are non-refundable. However, if you believe your donation was completed by mistake or you suspect your payment method was used without permission, please contact our team at info@veterans-aid.net or call 0207 828 2468.
Products
We make all reasonable efforts to accurately present the items and its attributes, including colours and size. The actual colour may differ from the one you see on your screen – we cannot guarantee that the device you use to visit our website will accurately display the original colours.
All prices may be subject to change at any time without notice.
Promo Codes
We do not run promotional codes and do not issue individual discount codes.
Delivery
We offer free shipping for all the UK orders. Alternatively, you can pick up your order at our HQ and Operations Centre in Victoria (27 Victoria Square, London, SW1W 0RB). To do so, please contact us before processing your online purchase at info@veterans-aid.net. Your UK order will be sent either with Royal Mail 1st class or Royal Mail 2nd Class, subject to size & weight of the parcel. Delivery lead times are intentional but not guaranteed.
For orders outside the UK please contact our team at info@veterans-aid.net.
All goods are sent via post office. Please note that deliveries outside the UK may be subject to additional import duties, taxes, or delivery charges which are levied once a shipment reaches your country. These may vary by destination and Veterans Aid is not responsible for paying these charges. You should be aware that cross-border shipments may be subject to opening and inspection by customs authorities.
We will process your order within 5 working days of receiving your order. Each delivery will include an Invoice and Compliment Slip.
Veterans Aid 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 its control or failure is due to the recipient not being available at the specified delivery address to receive the Products.
Returns and Refunds
If for any reason you are unhappy with your purchase, you can return it to us in its original condition within 30 days of the date you received the item. We will pay the return shipping costs if the return is a result of our error (if you received an incorrect/defective item). *Please keep the proof of postage.
We aim to process your return within 14 days upon receiving the items in its original condition. You’ll be refunded a full amount to the original payment method.
We do not accept returns outside the above-mentioned returns period. If you send unwanted items after the 30 days, we may have to send it back to you and ask you to cover the delivery costs.
Cancellations
We may be unable to accept your order due to items being out of stock, error in pricing, restrictions on number of items per order, incorrect payment details. If so, we will inform you of this in writing promptly. If we have already taken payment for your order, we will refund it to the original payment method within 14 working days.
We reserve the right to suspend the supply of the goods:
- To deal with technical problems or make minor technical changes;
- To update the goods to reflect changes in relevant laws and regulatory requirements;
- To allow us to investigate any suspicion of purchase of goods for commercial or fraudulent activity.
Original condition
Items must be sent back in their original condition, including tags and slips. All returned products are inspected before the refund can be processed. We appreciate that you may want to try on clothing products. Please be careful and don’t damage the item with perfume, deodorant, make-up on anything else that can leave a mark or scent on the item.
Returns can only be processed if items are in saleable condition. If the product appears damaged, used, washed or worn we may not be able to offer you a full refund. We reserve the right to reduce the refund amount to reflect the reduction in the value of a product.
We may refuse issuing a refund –
- On grounds of hygiene (see ‘Original Condition’ above),
- If an item has been damaged, soiled, washed, altered or worn, or if the original tags or labels are no longer intact and/ or attached to the relevant item (see ‘Original Condition’ above),
- If the item(s) returned to us do not match what you received,
- If you have returned items after expiry of the returns period (see ‘Returns and Refunds’ above),
- If items were custom-made or made to your specification,
- If items that have been sealed have their seal removed (i.e. postcards that are sold in multipacks).
If we refuse a return for any of these reasons, we will not issue you with a refund and we will send the item(s) back to you. If you attempt to return a refused item a second time, we will dispose of the returned item in a responsible way and we will continue to withhold a refund.
In certain cases, for example where we have had to refuse multiple returns by you, or there are suspicious circumstances relating to the return, we might need to deactivate your account and any associated accounts (see ‘Fair Use’ below).
If any of the above happens to you and you think we’ve made a mistake, please get in touch with our team at info@veterans-aid.net.
Fair use
We strive to give you the best possible customer experience and are always happy to help. In return, we expect you to read and align to these T&Cs. If we notice a suspicious or unusual pattern of orders and / or returns, we may need to suspend your account temporarily in order to investigate.
Access to the Veterans Aid website
Veterans Aid has made, and will continue to make, reasonable efforts to prevent any interruption to the access and services available at this website, including online shop. However, the Charity cannot guarantee that this website will be bug-free, error-free, or accessible at all times. There may be occasions when this website will be inaccessible due to essential and planned maintenance works or other technical disruptions.
Please note that Veterans Aid reserves the right to withdraw or suspend access to this website and to amend any of the services offered by this website at any time and without notice. Veterans Aid will not therefore accept any liability in case of temporary or indefinite unavailability of this website.
Limitations of Liability
VA assumes no responsibility, and shall not be liable for, any damages to, or viruses that may infect, your computer, IT equipment, or other property caused by or arising from your access to, use of, or browsing this Website or your downloading of any materials, from this Website. In no event will VA, its respective officers, trustees, employees, affiliates, agents, clients nor any party involved in the creation, production or transmission of this website be liable to any party for any indirect, special, punitive, incidental or consequential damages (including, without limitation, those resulting from lost profits, lost data or business interruption) arising out of the use, inability to use, or the results of use of this Website, any websites linked to this Website, or the materials, information or services contained at any or all such web sites, whether based on warranty, contract or any other legal grounds and whether or not advised of the possibility of such damages.
Links to and from the Veterans Aid website and online shop
Veterans Aid may authorise you to create a link to this online shop provided that is done fairly and legally and with prior written consent from Veterans Aid. However, we will not accept the following:
- Framing of the Veterans Aid website or part of it. Framing is a technique where the content from one web page is displayed on a third-party page within a frame, or split part of the screen determined by the webpage designer.
- Deep-linking when your link bypasses our web home page and goes directly to a specific page. Deep-linking refers to the use of a hyperlink that links to a specific, generally searchable or indexed, piece of web content on a website, rather than the website’s home page.
- Any suggestion that Veterans Aid in some way endorses, sponsors or supports commercial or personal website or activities or that there is a formal relationship of any kind between such entities and Veterans Aid. This does not apply if a formal relationship has been established between the Charity, business and/or individual.
Please note that Veterans Aid may withdraw any authorisation in relation to linking at any time and without notice.
This website may contain links to the websites of carefully selected external organisations. Please note that Veterans Aid accepts no responsibility and has no control over the contents or privacy policies of these websites. Veterans Aid will therefore accept no liability in this respect.
Governing Law
The terms and conditions shall be governed and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the Courts of England and Wales.
Website security
Veterans Aid does not guarantee that this website will be secure, or free from bugs or viruses, at all times. Users are responsible for configuring their information technology, computer programmes and software, such as web browsers in order to access the Veterans Aid website. Veterans Aid also advises each user to install their own anti-virus and malware protection software.
Veterans Aid will report any attempt to breach the security and accuracy of this website to the relevant authorities. Examples include but are not limited to:
- Any attempt to gain unauthorised access to the website, website server or website domain;
- Any attempt to introduce malware or viruses;
- Any attempt to block or deny the service of Veterans Aid;
- Any attempt to misuse Veterans Aid website content, redesign, reproduce it without seeking prior written consent
In an event of any such breach, Veterans Aid will withdraw your access rights to this website immediately.
Intellectual property
Unless stated otherwise, Veterans Aid owns the copyright of this website and any material posted on it including but not limited to photographs, videos, drawings, diagrams. This material is protected by copyright laws around the world and all rights are reserved. However, some documents and images may have been published on the Veterans Aid website with the permission of the relevant copyright owners. All rights are reserved on these materials and permission to copy them must be sought directly from the copyright owners.
Please note that you may do the following if it is exclusively for your personal use and reference:
- Downloading one of our web pages into your mobile device;
- Printing one copy of any of our web pages;
Commercial use or publication of any material contained on this website without seeking prior written permission from Veterans Aid is strictly prohibited. Reproduction or redesign of any of our copyright material without our prior written consent is not permitted.
Your information
This Privacy Policy sets out how we collect, process and store your personal information.
Cookies
A cookie is a small file that is stored on your computer’s hard drive by your web browser. It enables the Veterans Aid website to remember you when you return to visit us. Cookies help to provide users with a better experience by allowing us to understand what areas of the website are of most interest to visitors. These cookies do not track individual information. See Veterans Aid Cookie Policy page here.
Complaints
We strive to give you the best customer experience but occasionally things do go wrong, and you may wish to get in touch with us. Don’t hesitate to contact us on:
Email: info@veterans-aid.net
Post: Veterans Aid, 27 Victoria Square, London, SW1W 0RB.
