Terms of service
Terms and Conditions
1. These terms
1.1. What these terms cover. These are the terms and conditions on which we supply our online goods (goods) to you.
1.2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide goods to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
1.3. These terms may have changed since you last reviewed them. We reserve the right to make changes to these terms and conditions from time to time, in order to reflect changes in relevant laws and regulations, to implement ‘good practice’, or to improve the efficiency of our ordering and delivery processes. We will always display the latest version of these terms and conditions on this website. The version of the terms and conditions that is displayed on our website at the time you place your order, will be the terms and conditions that apply to you.
2. Information about us and how to contact us
2.1. Who we are. We are the Blue Cross a charity registered in England and Wales. Our registered charity number is 224392 and our company registration number is 00363197. Our registered office is at Shilton Road, Burford, Oxfordshire, OX18 4PF.
2.2. How to contact us. You can contact us by:
2.2.1. telephoning our customer service team on 0300 790 9903. Please note our customer service line is only available between 9am and 5pm Monday – Friday (excluding bank holidays);
2.2.2. by writing to us at Blue Cross Shilton Road, Burford, Oxfordshire, OX18 4PF;
2.2.3. by email to shopify@bluecross.org.uk.
2.3. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. We are not liable for business loss.
We only supply goods for domestic and private use. If you use the goods for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
4.1. Required information. The ordering process requires you to provide us with certain information, for example, your contact details. Under no circumstances can we be held liable for the accuracy and completeness of the information you provide. Additionally, if you do provide incomplete or incorrect information, we may cancel your order (see section 11).
4.2. We only accept orders when we've checked them. We will contact you to confirm we've received your order and then we contact you again to confirm we have accepted.
4.3. Sometimes we reject orders. Sometimes we reject orders. If we reject your order, we will let you know as soon as possible, and will either not charge you or refund you for goods for which you have already paid in advance. There are a number of reasons why we might not accept your order, including but not limited to the following:
4.3.1. the goods are unexpectedly unavailable;
4.3.2. the payment method does not satisfy our security requirements;
4.3.3. the order fails our fraud risk checks;
4.3.4. we identify an error in the price or description of the goods;
4.3.5. we can't verify your age (where the service is age-restricted).
When this happens, we let you know as soon as possible and refund any sums you have paid.
4.4. Your order number. When we accept an order, we will assign it a unique number and confirm this to you. Please confirm this number whenever you contact us about your order.
4.5. We charge you when you submit your order for the goods to us.
4.6. Minimum age requirements. We do not accept orders from persons under the age of 16. By placing an order with us, you confirm that you are at least 16 years old.
5.1. You can find everything you need to know about our goods on our website before you order. We also confirm the key information to you in writing after you order.
5.2. Images on this website. The images of goods shown on this website are for illustrative purposes only.
5.3. Goods. The price of our goods - including the current rate of Value Added Tax (‘VAT’) - is shown clearly on the order pages of this website. We take all reasonable care to ensure that prices are shown correctly. However, it is possible that incorrect prices may be displayed against goods from time to time.
5.4. Incorrect Prices. Where a service’s correct price at the time of order is less than the price shown on the website, we will charge you the lower amount. However, if a service’s correct price at the time of order is higher than the price shown on the website, we will contact you for instruction before accepting your order. Notwithstanding, if we accept an order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as incorrect, we reserve the right to cancel the order and refund any sums paid.
If you think you have been mischarged, please contact us promptly so that we may investigate.
5.5. We pass on increases in VAT. If the rate of VAT changes between your order date and the date we supply the service, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
5.6. Payment methods. All goods must be paid for in full at time of order. We accept payment via PayPal, Mastercard, Maestro, Visa and Visa Debit, Amazon Pay, Google Pay and American Express. If your payment is declined by your credit card provider or bank, they may charge you a fee: this is beyond our control. Please note that we do not store credit card information, and that this information is processed on our behalf by an authorised third party who also undertakes fraud checks.
6. Your right to make changes.
If you wish to make a change to your order before we have provided it to you, please contact us on 0300 790 9903. We will let you know if the change is possible. If it is possible, we will inform you about any resultant changes to the price of the order, the timing of delivery, or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to proceed. If we cannot make the change or the consequences of making the change are unacceptable to you, you can cancel your order (see section 9)
7. Our rights to make changes.
7.1. Changes to the services. We reserve the right to make changes to services in order to reflect relevant laws and regulatory requirements, or for the purposes of minor technical adjustments and improvements. These changes will not materially alter the services or affect your use of them.
8. Suspended supply of the goods.
8.1. We may suspend the supply of goods:
8.1.1. to deal with technical problems or make minor technical changes to the services;
8.1.2. to make changes to the services in order to satisfy relevant laws or regulations;
8.1.3. because of changes you have requested to your order (see section 7);
8.1.4. if your payment is on hold whilst fraud checks are conducted; or
8.1.5. if we reasonably believe that you have failed to comply with these terms and conditions.
We contact you in advance to tell you we're suspending delivery, unless the problem is urgent or an emergency. If we suspend delivery we may allow you to end the contract and we'll refund any sums you've paid in advance for goods you won't receive.
9. Your rights to cancel and order.
9.1. If you bought online or via telephone order you have a legal right to change your mind plus extra rights under our guarantee. For most of our goods bought online or over the telephone, you have 14 days after the date we confirm your order to change your mind about your purchase and receive a refund of what you paid for it. This is subject to some conditions, as set out below.
9.2. How to let us know. To let us know you want to change your mind, contact our Customer Service Team via one of the methods set out in section 2.
9.3. When and how we refund you. We refund you as soon as possible and within 14 days of you telling us you've changed your mind. We refund you by the method you used for payment. We don't charge a fee for the refund. For further details see our Refund Policy
10. You have rights if there is something wrong with your service
If you think there is something wrong with your delivery, you must contact our Customer Service Team via one of the methods set out in section 2. We honour our legal duty and meet all the requirements imposed by law.
11. We can end our contract with you
11.1. We can end our contract with you for the goods ordered if:
11.1.1. we withdraw them from sale before provided to you;
11.1.2. your payment is declined by your credit card provider or bank, or you otherwise fail our security procedures;
11.1.3. you do not, within a reasonable time, provide us with information that is necessary for us to process your order;
11.1.4. you are under 16 years old;
11.1.5. you ask us to deliver in person goods to an area outside of our delivery area;
11.1.6. you misuse our website, or any content, images or material on our website, contrary to our Website Terms and Conditions; https://www.bluecross.org.uk/terms-and-conditions
11.1.7. you behave in an abusive or offensive manner towards our staff; or
11.1.8. you do not comply with these terms and conditions.
11.2. Cancellation refunds. If we cancel an order for any of the reasons set out in section 11.1, we will refund any money you have paid for goods that we have not provided. However, we reserve the right to deduct reasonable fees in respect of compensation for any net costs incurred as a result of, for example, you not complying with these terms and conditions, your misuse of this website etc.
12. Our responsibility for loss or damage suffered by you.
12.1. Our liability. We're responsible for losses you suffer caused by us breaking this contract unless the loss is:
12.1.1. Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
12.1.2. Caused by a delaying event outside our control. See sections 8 and 15.5.
12.1.3. Avoidable. Something you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
12.2. Disclaimer. In the absence of any:
12.2.1. negligence or other breach of duty by us; or
12.2.2. any lawful reason which would make it unlawful for us to exclude or limit our liability,
we are not responsible for any damage, destruction or loss of your property, or any injury caused following receipt of our goods.
12.3. Losses we never limit or exclude. Nothing in these terms shall limit or exclude our liability for:
12.3.1. death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
12.3.2. fraud or fraudulent misrepresentation;
12.3.3. breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982;
12.3.4. defective products under the Consumer Protection Act 1987; or
12.3.5. any matter in respect of which it would be unlawful for us to exclude or restrict liability.
13. We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice.
14. You have several options for resolving disputes with us
14.1. Our complaints policy. Our complaints policy is available at https://www.bluecross.org.uk/complaints-procedure-0. Our Customer Service Team will do their best to resolve any problems you have with us or our goods as per our Complaints policy.
14.2. You can go to court. These terms are governed by English law. Wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in.
15. Other important terms apply to our contract
15.1. We can transfer our contract with you, so that a different organisation is responsible for supplying your service. We'll tell you in writing if this happens and we'll ensure that the transfer won't affect your rights under the contract.
15.2. Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
15.3. If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
15.4. Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
15.5. We will not be liable for any failure caused by an event outside our control, including without limitation, industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.