Refund policy for online donations and hospice led events

Online Purchase Policy

Please note that these Terms and Conditions do not affect your statutory rights as a consumer.

Online transactions

St. Michael’s Hospice (North Hampshire) reserves the right to vary event registration fees and the prices of any goods or services listed without notice. All event registrations and orders for goods or services are subject to availability and St. Michael’s Hospice (North Hampshire) reserves the right to refuse to accept any registration and to refuse to supply any goods or services to any individual.

For event registrations and ticket sales please refer to our published terms and conditions for the specific event/ticket sale and contact our Fundraising Team if you have any queries on 01256 848848 or email

St. Michael’s Hospice (North Hampshire) shops including our Ebay store; have their own refund policies. Please contact the Deputy Head of Retail directly with any queries on 01256 844744 or email

1. Product Descriptions on our Website

1.1 We will take all reasonable care to ensure that all product descriptions are correct at the time when the relevant information was first entered onto the website. We make every effort to display as accurately as possible the appearances, colours, textures or finishes of our products. What you see will depend on your computer equipment, mobile device or screen and we are therefore unable to guarantee that a product’s images are an accurate representation of the actual merchandise. Please refer to our Returns Policy if you are unhappy with your Order.

2. Product Availability

2.1 Products are subject to availability so once a product has sold out it will be removed from the website at the earliest opportunity and may not be available again. As there is a delay between the time when your order is placed, and the time when the order is accepted, the stock position relating to particular products may change. If a product you have ordered goes out of stock before we accept your order, then St. Michael’s Hospice (North Hampshire) shall not be liable to you for being unable to provide that product. If such a situation occurs, we will notify you as soon as possible and you will not be charged for the out of stock product. Please be aware that products may go out of stock before the website is able to be updated, as we do not operate a ‘live’ stock control system. Should you make an order on a product that is out of stock then we will refund any monies paid by you within fourteen (14) days of the purchase date.

3. Pricing Policy

3.1 All product prices are in pounds (£) sterling and are inclusive of UK value added tax (“VAT”) (where applicable), at the appropriate rate, and are correct at the time that the product description was first entered on to the website. Prices of products may change from time to time and any promotional discounts or offers may also be withdrawn at any time.

3.2 Although we try to ensure all product prices displayed in the product description are accurate, errors may sometimes occur. If we discover an error in the price of a product you have ordered we will be unable to accept your order and shall contact you as soon as possible in order to give the option of either reconfirming your order at the correct price or cancelling it. If we are unable to contact you, we will treat your order in respect of the incorrectly priced item as cancelled.

4. Order process

4.1 St. Michael’s Hospice (North Hampshire) takes all reasonable care, in so far as possible, to keep the details of your order and payment secure, but in the absence of negligence on our part we will not be liable for any loss you may suffer if a third party procures unauthorised access to any personal information you provide when accessing or placing an order on the website. For more information on how we use and protect your personal information, please refer to our Privacy & Cookie Policy.

4.2 The technical steps to place your order and create a contract of sale between you and us are, as follows;

a) You place an order on the website by pressing the ‘Pay Now’ button at the end of the checkout process. You will be guided through the process of placing an Order by a series of simple instructions on the website.

b) We will send you an email confirming your order which will detail the product(s) (including their product descriptions) that you have ordered. This email does not constitute an acceptance of your order by us.

c) As your order is shipped by us we will send you a despatch confirmation email. Please note, that we may also contact you to notify you that your order is ready to collect from one of the St. Michael’s Hospice retail stores. Upon sending either of these emails, your order will be taken to have been accepted by us unless we have notified you that we do not accept your order, or you have cancelled it.

d) Subject to us having accepted your order, we will then arrange for delivery of it to you at your nominated address or make it available for collection at the store location nominated by you.

4.3 We shall be entitled to supply products ordered as part of one order in instalments and each instalment shall be deemed to constitute a separate contract between you and us. This may mean that products are dispatched or available for collection separately. We also reserve the right to supply only part of an order.

5. Cancellation

Cancellation before dispatch or notification of collection

5.1 If, for any reason, you wish to cancel your order before your order has been dispatched or you have been notified that it is available for collection, then you need to let us know by emailing or calling 01256 848848. Once we have received notification by you of your wish to cancel your order, subject to any monies having been taken from you, we will refund you the original purchase price and delivery charge of your order within fourteen (14) days. For more information, please see our Refunds Policy below.

Cancellation after dispatch or notification of collection

5.2 As it is our policy to try to process your order immediately it may not always be possible to stop an order from being dispatched or made available for collection. If you decide to cancel your contract and your order has already been dispatched or you have been notified that it is ready for collection, then you need to let us know within fourteen (14) days after the day on which you receive or collect your order. You can notify us by using any one of the options identified above. Once we have received notification by you of your wish to cancel your contract, you then have a further fourteen (14) days to return your order to us. Please refer to “How to return an Item” in our Returns Policy below.

5.3 Entry fees for St. Michael’s Hospice events are non-refundable and will not be treated under sale laws applicable for the sale of goods.   

6. Returns Policy

6.1 Products must be returned in a saleable condition meaning that they must be unused and in their original packaging with any garment tags and any other security devices or seals still attached and intact. We reserve the right to consider the condition of any product that you wish to return and make any deductions if there are indications that the product, its tags, security devices or seals having been used, removed, broken or otherwise tampered with.

How to return an item

6.2 Please contact St. Michael’s Hospice (North Hampshire) for the best way to return your item on or call 01256 848848

7. Refunds policy

7.1 Within fourteen (14) days of us receiving your order back by post, or receiving proof from you that your order was returned to us, we will refund you the original purchase price and delivery charge for your order, provided that you return the product(s) to us in a saleable condition. The refund of your order’s original purchase price will be refunded automatically.

7.2 Refunds will be issued back to the credit or debit card which you used to place your order. This will appear in your account within five (5) days depending on your card issuer. If you originally paid for your order using your PayPal account and returned it to us via post, then your refund will be made back to your PayPal account.


8. General

8.1 We may change these Terms and Conditions at any time. If any clause of these Terms and Conditions shall be deemed unlawful, void or for any reason unenforceable, then that clause shall be deemed severable from the Terms and Conditions and shall not affect the validity and enforceability of the remainder of these Terms and Conditions which shall continue to have full force and effect.

8.2 We will not be responsible to you for any delay or failure to comply with our obligations under these Terms and Conditions if the delay or failure arises from any cause beyond our reasonable control.

8.3 St. Michael’s Hospice (North Hampshire) reserves the right to amend, remove or vary the website, any page of the website, any content on the website, or any service offered on the website at any time and without notice.

9. Our details

9.1 St. Michael’s Hospice (North Hampshire) is registered charity in England with charity number 1002856. Its registered office is Basil de Ferranti House, Aldermaston Road, Basingstoke, Hampshire, RG24 9NB. Switchboard number: 01256 844744