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Website Terms of Use

These are the terms and conditions on which we supply products to consumers. Please read them carefully before you submit your order to us.  Guide Dogs Shop is completely dedicated to your total satisfaction. If you have any suggestions or queries, please email us by clicking on 'contact us' in the footer section of this page.

1. WHO WE ARE AND HOW TO CONTACT US

a) We are The Guide Dogs for the Blind Association (Guide Dogs) a company limited by guarantee registered in England and Wales (291646) and a charity registered in England and Wales (209617) and Scotland (SCO38979). Our registered office is at Hillfields, Reading Road, Burghfield Common, Reading, RG7 3YG. On our online shop is operated through The Guide Dogs for the Blind Association (Trading Company) Limited, a company registration in England and Wales 01596945 which covenants to give all of its taxable profits to Guide Dogs.

b) You can contact us by telephoning our customer care team at 0345 143 0197 Monday - Friday, 9am – 8pm or by writing to us at shop@guidedogs.org.uk or via the contact us form online or Guide Dogs Shop PO Box 18 Melton Mowbray LE13 1ZF

c) If we have to contact you we will do so by telephone, text or by writing to you at the address and contact details you have provided to us in your order.

2. OUR CONTRACT WITH YOU

a) Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.

b) If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, or because we have identified an error in the price or description of the product.

c) We only sell to the UK. Unfortunately, we do not accept orders from or deliver to addresses outside the UK. 

3. PRODUCTS

a) Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

b) Where items are temporarily unavailable for any reason, this will be indicated on our website. We may remove items for sale without notice.

c) If you have placed an order for a personalised product please carefully review your personalisation information before submitting your order. In particular, we recommend that you double check all spelling, names and grammar as these cannot be changed once your order has been submitted. Please note that you will not be able to cancel your order for a personalised product that has been manufactured or return the item unless there is a manufacturing error or product defect.

d) We reserve the right to refuse personalised orders at our discretion.

4. PRICE AND PAYMENT

a) The price of the product (which includes VAT) will be the price indicated on the order pages when you placed your order.

b) We accept payment with debit and credit card payments which include Maestro, Mastercard, Visa and Visa Debit. Payment will be taken when placing your order.

c) You will own the product as soon as payment is received for it in full, but we will remain responsible for it until it has been delivered to the address you gave us on ordering.

5. DELIVERY

a) We will deliver your items to you as soon as reasonably practicable and will notify you when your order has been dispatched.

b) We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

c) If no one is available at your address to take delivery and the items cannot be posted through your letterbox, you may need to collect your products from a local depot or rearrange a delivery.

d) If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions and may charge you for further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

e) Delivery charges are displayed on our website.

6. CANCELLATION AND REFUNDS

a) You can cancel your order, and will be refunded in full, providing that you tell us within 24 hours of ordering. If the item has already been dispatched, unless you refuse delivery or return the item to sender, you may be charged postal delivery costs. 

b) If what you have bought is damaged, faulty or misdescribed you are entitled to a refund or for the item to be replaced. We will advise you how to return the item, and on receipt of the item, you will be refunded for the product and any applicable postal charges.

c) If we have made a mistake with your order we will advise you how to return the unwanted item. On receipt, you will be refunded for the product and any postal charges.

d) If you have just changed your mind about an item we will refund you providing that you tell us within 14 days of your order being delivered, and subject to you returning the item to us at your cost in a resalable condition and in its original packaging. We will refund you within 14 days of receiving the returned item.

e) You cannot return items that are likely to deteriorate or expire rapidly or which have been sealed for health or hygiene purposes and have been unsealed after delivery or which have become mixed inseparably with other items.

f) We cannot refund donations made in the ordering process. 

7. PERSONAL INFORMATION

We will use your personal information to supply your products to you, to process your payment, or otherwise as set out in our privacy policy.

8. LIABILTY

a) We are responsible to you for foreseeable loss and damage caused by us. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen. We are not responsible for unforeseeable losses.

b) We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, or for breach of your legal rights in relation to the products under the Consumer Rights Act 2015 or for defective products under the Consumer Protection Act 1987.

9. OTHER IMPORTANT TERMS

a) This contract is between you and us. No other person shall have any rights to enforce any of its terms.

b) Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

c) These terms are governed by English law, and you can bring proceedings in the courts of England and Wales, or Scotland.