Terms and Conditions of Use of the Florence Nightingale Hospice Charity (“FNHC”) Online Shop

These Terms and Conditions (“Online Shop Terms”) apply to all transactions concluded with you, the customer, when you shop via the Florence Nightingale Hospice Charity website (“the Website”) and the online shop (“the Online Shop”. References in this document to "the Online Shop" refer to the Florence Nightingale Hospice Charity Shop at http://www.fnhospice.org.uk operated by Florence Nightingale Hospice Charity.

Please read these Terms and Conditions carefully before placing your order or making a donation and print or save a copy for your future reference. By registering at the Online Shop you accept and agree to be bound by the Online Shop Terms and the Terms and Conditions of Use of the Website which together shall constitute the entire agreement between you and Florence Nightingale Hospice Charity (“FNHC”).

If you are registering for an event, please also see the Terms and Conditions for the specific event you are buying tickets for.

FNHC reserves the right to alter these Online Shop Terms from time to time. You should check for any updates or amendments before every order you place online with us. If you do not agree with the Online Shop Terms, you should not place an order online with us.

Applicable laws may require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We may contact you by email or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

These Terms and Conditions and any document expressly referred to in them constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the subject matter of any contract.

The Online Shop Terms are subject to English Law and the exclusive jurisdiction of the English courts. If any Online Shop Term shall be deemed unlawful, void or for any reason unenforceable then that Online Shop Term shall be severable and shall not affect the validity and enforceability of the remaining Online Shop Terms.  A person who is not a party to these Terms and Conditions or a contract shall not have any rights under or in connection with them under the Contracts (Rights of Third Parties) Act 1999.

Limitation of Liability

To the extent that FNHC is permitted by law to limit our liability to you in connection with any order, that liability will not exceed the total price charged for the relevant product(s) or the value of your donation.

Acceptance of Orders

FNHC validates the order and credit or debit card details you submit to us before your order or donation can be accepted. Once that has been done, FNHC will confirm that your order or donation has been received by sending an email to the email address you provide when placing your order. The confirmation email will include your Order ID Number which you should bring with you when attending an event or collecting an order, or keep a record of when you have purchased products or made a donation.

When you confirm your purchase or donation, you are accepting that these Terms and Conditions form the basis of any contract between FNHC and yourself.

By placing an order or making a donation through our site, you warrant that you are legally capable of entering into a binding contract.  Our confirmation of your order or donation brings into existence a legally binding agreement between us.  FNHC accepts all orders for products and events subject to availability.

FNHC accepts payment by most major credit and debit cards and by PayPal.

If you are purchasing products from the Online Shop, payment will be debited from your account before the despatch of your purchase. All credit and debit cardholders are subject to validation checks and authorisation by the card issuer and FNHC. FNHC will not be liable for any delays to your order this may cause. If the issuer of your payment card refuses to authorise payment to us or you fail our security checks, FNHC will not be liable for any delay or non-collection of your order.

The products will be your responsibility from the time of collection or receipt but ownership of the products will only pass to you when we receive full payment of all sums due in respect of the products.

Availability of Products

We will always do everything we can to fulfil orders placed, and to keep availability of products/tickets up-to-date on our website, however we will not be held responsible for any delay or failure to comply with our obligations as a result of any of the following:

- If the item is out of stock
- If there is a product description or pricing error
- If we cannot deliver the item due to exceptional circumstances
- Any cause beyond our reasonable control

These conditions do not affect your statutory rights.

NB: We do not sell any of our products to children. If you are under 18, you must ask an adult to assist you.

If Online Shop products become temporarily unavailable, FNHC shall hold your order until FNHC has the product back in stock and will then contact you in the usual way to notify you. In the event that an individual product becomes permanently unavailable then FNHC will seek to offer you a suitable alternative or give you a full refund.

Cancellation/Returns Policy on Product Orders

We offer a 30 days ‘no quibble’ returns policy, so you can purchase from FNHC safe in the knowledge that you can return your goods for a refund should you wish to do so. The 30 days starts from the day you receive the goods.

Please check all items on receipt. If you are not satisfied with your item(s), please email us on online@fnhospice.org.uk within 14 days of receipt.

Please ensure you return the item(s) in their original condition and packaging, and include a note explaining why you wish to return the item(s). Refunds will be processed within 10 days of us receiving the item(s) back.

We recommend sending the returned item via Recorded or Special Delivery to ensure a signature is required on receipt. Please ensure you have a proof of posting, then post your item to: Online Sales Team, FNHC Furniture Showroom, Unit 2, Chamberlain Road, Aylesbury, HP19 8DY.

Prices on Products and Event Tickets

Unless otherwise agreed, the price for products shall be the price advertised at the time you place your order. Payment for your order shall be in pounds Sterling. No payment shall be deemed received until it has been received in full and become cleared funds.

Ticket prices are inclusive of any applicable taxes and there are no surcharges whatsoever. Once you have paid, we will not increase the price of your tickets.

All product prices include Value Added Tax (“VAT”) where applicable. These may change in line with UK government, Customs and Excise, EU directives, and other legal interpretations issued by relevant authorities. Promotions and prices you see in FNHC Shops do not necessarily apply to the Online Shop, and vice versa.

FNHC reserves the right to amend any prices without any prior notice and at any time and the right to add or withdraw any product or event ticket at any time.

Once purchased online, tickets may not be used in conjunction with any other offer. No ticket may be resold or transferred.

Any discounts or offers online are available for limited quantities and periods only and shall not be available on bookings made by phone or in person.

Colour Reproduction

FNHC has made every effort to reproduce colours in the Online Shop as accurately as possible. However, different computers reproduce colours in slightly different ways, and so exact colour matches are not yet possible over the internet. This means that when you order products from the Online Shop, colours may differ from what you see on the screen. If you are not satisfied with the colour of the product you have ordered, FNHC operates a returns policy (see "Returns Policy" above).

Credit and Debit Card Security

The credit and debit card payments through the Online Shop are managed by SagePay.  All online orders will be secured with the levels of encryption provided by SagePay. When you enter your personal details in the checkout pages of the Online Shop you are in a secure website.

Transactions also require the use of the security code (CV2) number from the back of your credit or debit card. This information is only available with physical access to the card and is not stored by the website.

Data Protection

FNHC is authorised to share your personal information with third parties who are employed by FNHC to fulfil your order or satisfy our obligations to you.

How can I get in contact with FNHC?

Any queries, comments, complaints, should be addressed to the following:

If you are ordering a product via the FNHC Online Shop, you can contact us as follows:

By Post: Online Sales Team, FNHC Furniture Showroom, Unit 2, Chamberlain Road, Aylesbury, HP19 8DY.

By Telephone: 01296 484 392

By Email: online@fnhospice.org.uk

If you have registered or are planning to register for an event, please contact the Fundraising Office as follows:

By Telephone: 01296 429 975

By Email: fundraising@fnhospice.org.uk

If you have made a donation or set up a direct debit for regular donations and have any questions or problems, please contact the Fundraising Office as follows:

By Telephone: 01296 429 975

By Email: fundraising@fnhospice.org.uk