Shop FAQs, Return and Refund Policies
We’ve listed information below regarding how to use the online shop, along with our sales and returns policies. If you have any questions not answered here please email info@btrc-charity.com
Shop FAQ
Do I need an account to buy online?
To buy online you’ll need an account, but don’t worry we’ll manage that all for you as part of your first order and send you a separate email with your secret randomly generated password (which you can change anytime ). You can then log in and view your account at any time to see your orders or update your details.
How do I buy something?
To buy something, select ‘Add to Basket’ on the item page and it will be added to your shopping basket which is displayed at the top of each page.
Items will stay in your basket until you remove them, or until you either checkout or end your session by logging out.
Please note that adding an item to your basket does not remove it from sale, so if you leave it in your basket for too long without checking out there’s a chance we will not have the stock.
Can I buy more than one thing at once?
Yes, add as many items as you wish to your basket. Once items are in your basket you can update quantities or remove them (by reducing the quantity to zero) if no longer required.
How much does postage cost?
The postage charges are shown at the bottom of an item page. They will be different depending on size and weight of item, some items include posting and packaging within the UK. The postage costs for any order will display in your basket before you confirm your payment so you can see how much they cost in total.
What about buying tickets?
At times we’ll also be selling tickets to events on the website. These can be purchased through the shop along with other items.
For online events, for example live video streams, we’ll usually only allow you to buy one ticket, as you’ll need to use your login details in order to access the event via the website. If you want to watch at home with other people then that’s great, and they really like it then maybe you can ask them to make a donation to our cause.
For other events, where you can attend in person, there will often be an option to buy multiple tickets for your family and friends. On some occasions, e.g. if needed for Health & Safety, we may ask for the details of each person attending, so keep an eye out for any extra information we may ask for.
Event and ticket information will be emailed to you after you’ve placed your order. If you haven’t received your ticket information within 48hours then please contact us by emailing us on info@btrc-charity.com
How do I pay for my online order?
When you go to the checkout you’ll be offered available payment options. At this time we only take online payments, but you can use a wide range of credit and debit cards as well as being able to use Google Pay and Apply Pay. All payments are taken securely via our online credit card payment gateway Stripe.
Sales Policy
BTRC agrees to abide by the Consumer Contracts Regulations: http://www.legislation.gov.uk/uksi/2013/3134/contents/made
This legislation protects the consumer when buying over the internet or by mail order and applies to UK sellers.
BTRC aims to dispatch orders within three (3) working days of receiving payment unless otherwise clearly stated on the product description OR if the buyer’s identity and / or address cannot be authenticated
Returns Policy
The buyer has a right to terminate the contract and return the item even if the item is not faulty in any way (this is the consumer’s right in UK law). They have the right to do this up to 14 days after receipt of the items and a full refund must be made within 14 days of the seller receiving the returned item(s), or within 14 days of the buyer providing evidence that the item(s) have been returned (e.g. proof of postage), whichever is sooner. The buyer is responsible for paying for the cost of return postage.
Please note: Unless faulty, the following types of items are non-refundable: items that are personalised, bespoke or made-to-order to your specific requirements; items which deteriorate quickly (e.g. food), personal items sold with a hygiene seal (cosmetics) in instances where the seal is broken.
Cancelling a transaction
If you wish to cancel your order, you must inform BTRC in writing (email is sufficient). BTRC will provide a full refund within 14 days of receipt of the notification of cancellation.
To cancel your order contact: info@btrc-charity.com
Return of faulty goods
The consumer has a right to return goods if they develop a fault within 30 days of receipt of the goods. Depending on the circumstances, they may be entitled to a refund (full or partial), a repair or replacement.
Lost items
If the item is lost in transit, then, unless proven otherwise, the seller should assume the contract is terminated and provide a refund or deliver the same item.
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