Terms and Conditions

All orders are accepted by us on the understanding that you accept the terms and conditions outlined below.

 By purchasing the goods on this website you are entering a legal contract for the purchase of goods from Dorothy House Trading Ltd.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time the online content was populated. Dorothy House Hospice Care reserves the right to refuse orders where product information has been incorrectly published (including prices and sales promotions)

The company’s details are:

Company number: 1360961
Registered address: Dorothy House Foundation Ltd, Winsley, Bradford on Avon, BA15 2LE
VAT registration number: 543126959


Payment in full must be made at time of order.

We use PayPal to keep your details secure. All card transactions on our online shop are processed by PayPal, no card holder information is ever passed to DHHC. We receive an authorisation code and payment confirmation to be able to fulfil and complete the order.

You can be secure in the knowledge that details you pass via PayPal’s server cannot be examined, used or modified by any third party attempting to gain access to sensitive information.

Orders received after 15th December 2017 cannot be guaranteed for delivery by Christmas.

Dispatch and delivery

Delivery of goods is subject to availability and if we are unable to fulfil your order you will be contacted to give you the choice of a refund or replacement item.

We aim to dispatch goods within 2 days of your order being confirmed. All orders are dispatched using Royal Mail, please allow 3-5 days for delivery. Our delivery rates are based on product quantity and weight and the costing will be confirmed during the checkout process before any transaction is completed.

We can accept no responsibility for any delay or failure that arises from any cause which is beyond our reasonable control (I.e. due to floods, strikes, labour disputes, riots or civil disturbances) This condition does not affect your statutory rights.

If your order has not arrived within the expected times please contact the Retail Team on 01225 721 490 (Mon – Fri, 9-5pm) or email: laura.greenfield@dorothyhouse-hospice.org.uk

Returns, refunds and exchanges

We want you to be happy with your purchase, should this not be the case please let us know within 7 days of receipt by contacting Laura Greenfield on 01225 721 490 or emailing laura.greenfield@dorothyhouse-hospice.org.uk. We will be happy to issue you with a full refund (excluding postage and packaging) providing the goods are unused and returned in a re-saleable condition.

If you have received faulty, damaged or an incorrect order, we will endeavour to replace your order with new goods immediately or issue a full refund including delivery costs.

DHHC reserve the right to refuse a refund on an item that is not in a re-saleable condition if the goods are simply unwanted. We can only refund faulty items within 14 days of the despatch date.

Returned items should be sent to:

Retail Team
Dorothy House Hospice Care
Bradford on Avon
BA15 2LE

If you have any queries regarding your order, please give us a call directly on 01225 721 490

These terms and conditions do not affect your statutory rights.