Online shop delivery and returns

Every purchase you make through our online shop helps. Thank you for your support.

UK delivery

Please note, we’re currently only shipping to Mainland UK addresses.  Delivery is Monday to Friday not including Public Holidays.

• Standard UK delivery (5-7 working days) for orders: £3.95
• Collection in person from Thornbury, Bristol, South Gloucestershire: FREE

Cancellations

It is not always possible to make changes to an order. If it is too late to cancel your delivery, any unwanted items can be returned as outlined in our returns policy.

• To change your delivery address, remove items or cancel your order completely; please contact our online shop team as soon as possible by calling 01454 414 355 (Monday-Friday, 9 am-5 pm), and quoting your order number.
• We cannot guarantee that any changes can be made once an order has been placed.
• If you cancel your order in accordance with this policy, we will refund the relevant part of the purchase price for that item and the item’s normal delivery charge. Please note, if you are only returning part of the order, then we are not obliged to repay any of the delivery charge. You must take reasonable care of the goods until they are returned to us.
• To cancel your purchase within the fourteen-day cooling-off period, the returns procedure below should be followed.
• This returns policy does not affect your statutory rights. For information on your statutory rights and your right to withdraw from your purchase within the fourteen working-day cooling-off period, visit the Department of Trade and Industry’s Consumer Gateway website.

Returns policy

Returns for refunds

• You are entitled to a full refund for up to a maximum of 30 days after you have received your order.
• Once you have returned all or part of your order for a refund, we will process your refund within 10 working days of receiving your returned order.
• The refund will be processed using the same payment method used when placing your order.

Returns for replacements

• You are entitled to a replacement product up to a maximum of 30 working days after you have received your order if, for example, the product you ordered arrived damaged or was the wrong size.
• Once you have returned all or part of your order for a replacement, we will process your replacement within 10 working days of receiving your returned order.
• If your replacement order is of a higher value than your returned order, we will contact you to take additional payment. If your replacement order is of a lower value than your returned order, we will process a refund of the difference.

Additional terms

• We do not refund postage and packing costs unless the item is damaged or faulty. We reserve the right to refuse a refund or replacement on unwanted items that have clearly been worn, laundered, used, or are not returned in a resalable condition. This does not affect your statutory rights.
• In the case of unwanted items, products must be returned in their original packaging in an unused condition.
• Any discrepancies in the returned products may result in rejection and an additional charge to return the incorrect item.
• Some items, such as gift cards, virtual gifts and personalised items, are non-refundable.

How to return an item

• If you’ve bought something from our online shop and would like to return it, please send it to the address below within 30 days of purchase for a full refund.
• Please return the item in its original condition and get proof of return postage. If you can, please include the original packing slip to help us identify your order. Brain Tumour Support (BTS) is unable to accept responsibility for items lost or damaged in the post. Please note, the customer is responsible for the cost of returning the items, unless incorrect or faulty.

All sale items must be returned within 7 days of receipt.

Returns address: 7a St Mary Street, Thornbury, South Gloucestershire  BS35 2AB  United Kingdom

We’ll process any refunds in line with our standard policy.

If it’s easier for you, you may also return unopened items to our office in Thornbury, South Gloucestershire. You will need to show your dispatch note to a member of our team in order for them to process your refund.

This policy is in addition to your statutory rights and consumer rights. To read more about your consumer rights, you can view the Consumer Contracts Regulations 2013.

Get in touch

If you haven’t found the answer you’re looking for, please do get in touch.  You can do so by emailing, calling or writing to us.

7a St Mary Street
Thornbury
South Gloucestershire
BS35 2AB
United Kingdom

01454 414 355