Returns and Refunds Policy

Last updated: 25 July 2026

We want you to shop with confidence when purchasing from Longfield Community Hospice. Most of our products are donated, pre-owned and individually described and photographed.

This policy is in addition to your statutory consumer rights.

Our 30-Day Returns Policy

You may request a return within 30 calendar days of receiving your order.

To request a return, please contact us through our website contact form or email ecommerce@longfield.org.uk. Please include:

• Your order number
• The item you wish to return
• The reason for the return
• Photographs where the item is damaged, faulty or not as described, if reasonably possible

You do not need to have a customer account to request a return.

Please contact us before sending an item back so that we can provide the correct return instructions and address. Contacting us first helps us identify and process your return and does not affect your statutory rights.

Change-of-Mind Returns

If you change your mind, you may request a return within 30 calendar days of receiving your order.

After notifying us, please return the item within 14 calendar days.

You may examine an item as you would in a shop. Returned goods should not be used or handled beyond what is reasonably necessary to establish their nature, characteristics and condition.

Where reasonably possible, the item should be returned:

• In the same condition in which it was received
• With all included accessories, components and documentation
• With any tags still attached
• In its original packaging, where available
• Securely packaged to prevent damage in transit

We may reduce the refund to reflect any loss in value caused by handling beyond what is reasonably necessary to inspect the item.

Cost of Change-of-Mind Returns

Customers are normally responsible for the cost of returning an unwanted item.

We recommend using a tracked service and retaining proof of postage until the refund has been completed. We cannot reimburse change-of-mind return postage unless we have agreed otherwise in writing.

If the item cannot normally be returned by post because of its size or weight, please contact us before arranging a return. We will explain the available return or collection arrangements and any applicable cost.

Faulty, Damaged or Incorrect Items

Please contact us if an item:

• Arrives damaged
• Is faulty
• Is materially different from its description
• Is missing a component stated as included
• Is not the item you ordered

Photographs of the item, packaging and delivery label can help us investigate, but requesting photographs does not affect your statutory rights.

Where an item is faulty, damaged, incorrect or not as described, Longfield Community Hospice will arrange an appropriate return method or reimburse reasonable return costs agreed with us in advance.

Please do not arrange an unusually expensive return service without contacting us first.

Depending on the circumstances, we may offer a refund, repair or replacement. As much of our stock is donated and one of a kind, an identical replacement will not always be available.

Pre-Owned Items and Disclosed Faults

Many of our items are donated and pre-owned. Their age, previous use, price and disclosed condition will be taken into account when assessing their quality.

Signs of wear, cosmetic marks, missing components or faults that were clearly disclosed in the product description and photographs are not considered undisclosed defects.

Items described as “for spares or repair,” “untested” or “partially tested” cannot be returned solely because of a limitation or fault that was clearly disclosed before purchase.

This does not affect your rights if the item has another undisclosed problem or is materially different from its description.

Items Damaged in Transit

If an item arrives damaged, please contact us as soon as reasonably possible.

Where available, please retain:

• The damaged item
• The external and internal packaging
• The delivery label
• Photographs showing the damage

Please do not dispose of the item or packaging until we have explained the next steps, unless retaining it would be unsafe.

Refunds

Once the returned item has been received, we will inspect it and confirm the outcome of your return.

Approved refunds will be issued to the original payment method. We aim to process refunds within two working days of receiving the returned goods or acceptable evidence that they have been sent back. In all cases, refunds will be made within the applicable statutory timeframe.

Your bank or payment provider may take additional time to display the refund in your account.

For eligible cancellations, we will also refund the cost of our standard outbound delivery service where a delivery charge was paid. If you selected a more expensive or express delivery service, the additional amount above the standard delivery cost will not normally be refunded.

Promotional and Multibuy Orders

If an item purchased as part of a multibuy offer, bundle or other promotion is returned, the refund may be recalculated based on the items retained and the terms of the original promotion.

Any adjustment will not reduce the refund below the amount properly due for the returned goods.

Exceptions to Change-of-Mind Returns

Unless faulty or not as described, change-of-mind returns might not be accepted for:

• Personalised or made-to-order goods
• Perishable goods
• Sealed health, beauty or hygiene products after the seal has been broken
• Other products where a statutory cancellation exception applies

Any relevant restriction will be stated on the product page before purchase.

These exceptions do not remove your rights where an item is faulty, unsafe or not as described.

Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.

If the order has already entered the dispatch process, we might be unable to stop it. You can still request a return after receiving it in accordance with this policy.

Exchanges

Because many of our products are individually donated and one of a kind, we cannot guarantee an exchange or identical replacement. Where a replacement is unavailable, an eligible refund will be offered.

Return Address

Please contact us before returning an item. We will confirm the appropriate return address and instructions.

Returns address:

Longfield E-Commerce Returns
Unit D1, Kingfisher Business Park
London Road
Thrupp
Stroud
GL5 2BY

Please do not return online purchases to one of our high-street charity shops unless we have specifically agreed this with you.

Contact Us

Email: ecommerce@longfield.org.uk
Telephone: 01453 886868
Registered charity number: 298627

Please include your order number in all return correspondence.

Nothing in this policy limits or excludes your rights under applicable UK consumer law.