2. Using our sites
4. Privacy and cookie statement
6. Website content including user-generated content
7. Intellectual property rights
8. Advertisers and sponsors
13. Law, courts and language
14-26 Provisions which apply when you order products, Donation Packs or Virtual Gifts from one of our websites
31. Trees and other perishable products
32. Returns / faulty products
33. Donation packs
34. Virtual gifts
35. E cards
36. customer service / complaints
Thank you for visiting our website.
As the UK's largest woodland conservation charity, we campaign to protect precious ancient woods, restore damaged woodsand fight for those under threat. We create new native woodland with the help of communities, schools, organisations and individuals.
To learn more about what we do, our people and how we are run there is more information about us on our website.
Please read these terms and conditions ("Terms") carefully before using this or any of our other websites or placing an order with us. If you are under 18, please get a parent or guardian to read through these Terms and Conditions and to discuss them with you.
If you don't accept these Terms (note in particular terms 9 and 10) please don't use or order from our websites. If you visit or use any of our websites and/or place any orders with us you will be bound by these Terms, and they will form a contract between you and us.
General provisions – these apply when you visit or use one of our websites including when you order products, Donation Packs or Virtual Gifts from one of our websites
We may change these Terms at any time, in which case the amended Terms will be posted on our websites and will apply from the date we post them, with the exception that any orders that we have already accepted from you before the new Terms are posted will continue to be subject to the Terms in force when your order was accepted. Please check these Terms on each occasion you use our websites. If you continue to use our sites you will be bound by the latest Terms.
2. Using our sites
You agree to only use our sites in a manner that complies with all applicable laws and regulations and is consistent with these Terms and does not infringe the rights of anyone else, nor restrict or inhibit their use and enjoyment of our sites (including, amongst other things, hacking). We reserve the right in our sole discretion to deny any user access to any of our websites without prior notice.
You may access and use most parts of our websites without registering your details with us. Before you can take part in our message boards/discussion forums, or otherwise post comments to our websites you will need to register with us. To purchase products/apply for Donation Packs from our websites, or to take part in certain other activities on our websites, you also have the option to register with us. If you choose to register with us, each registration must be for a single user only. Please ensure that the details you provide us with are correct and complete, and inform us immediately of any changes to the information that you provided when registering. You must make sure that you keep your password confidential. This means that you must not share your password or let anyone else access your account. Always ensure you log out of your account at the end of your session to avoid anyone else using it. You should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if your password is being, or is likely to be, used in an unauthorised manner. We may disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these Terms.
4. Privacy and cookie statement
We regret that donations cannot be refunded. Our Donation Packs and Virtual Gifts are all forms of donations. Please contact our Supporter Care Team on 0330 333 3300 if you have a query about a donation you have made.
6. Website content including user-generated content
If you have a complaint about any content on (or sent via) any of our websites please notify us immediately by email at firstname.lastname@example.org. Please note that no action can be taken until we receive a fully completed Report content form.
6.1. You must not post or transmit to any of our websites any material:-
6.1.1. That is knowingly false or misleading, defamatory, illegal, abusive, vulgar, hateful, harassing, liable to incite racial hatred, blasphemous, discriminatory, pornographic, sexually oriented, threatening or invasive of a person's privacy;
6.1.2. Which you do not own or for which you have not obtained all necessary licences and/or approvals;
6.1.3. Which is technically harmful (including, amongst other things, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data);
6.1.4. Impersonating any person or entity, or falsely stating or otherwise misrepresenting your affiliation with anyone or any entity.
6.2. If you post or transmit to any of our websites any material of the type prohibited under term 6.1 above (or which otherwise results in a claim or action against us) and we incur any costs, expenses, liability or losses as a result, then you agree to indemnify us for all such costs, expenses, liability and losses.
6.3. If you post or transmit any material to any of our websites ("contribution"):-
6.3.1. You grant us a non-exclusive, perpetual, royalty free, worldwide licence to use, highlight, comment, modify or reproduce your contributions in whole or part, in whatever form, on our websites, social media pages and other communications and publications;
6.3.2. By submitting a contribution you waive your moral rights including the right to be identified as the author of the content;
6.3.3. You grant us the right to use the name that you submit in connection with that material; and
6.3.4. We shall be entitled to reveal your identity (or any information which we have about you) to any third party who claims that any of that material violates any of their rights or to any government or regulatory authority that is entitled or requires us to do so.
6.4. We may remove or edit any material or posting you make on any of our websites at any time.
7. Intellectual property rights
7.1. You acknowledge that all copyright, trade marks and other intellectual property rights in our websites and all photographs, footage, designs, images, text, software, data and other material in our sites or generated by our sites are owned by us or our licensors. You are permitted to use the sites and this material only as expressly authorised by us.
7.2. You are permitted to print and download extracts from our websites for your personal non-commercial use and for private study, provided in each case that:- 7.2.1. Copyright and source indications are also printed and copied;
7.2.2. No modifications are made to the materials and they are not used as part of any other publication;
7.2.3. Any document is printed and copied entirely and is not used in a derogatory or misleading context; and
7.2.4. The material is not used in a manner which may damage our reputation or otherwise be harmful to us or impair our ability to achieve our charitable objects.
7.3. No other use of material on our websites may be made without first obtaining our written permission. In particular, you must not do the following unless you have first obtained our written permission:-
7.3.1. Incorporate any material from our sites in any other work or publication, whether in hard copy or electronic form; nor
7.3.2. Make any commercial use or publication of any material on our sites (other than as necessary for the purpose of viewing the sites in the course of business).
7.4. If you wish to use any material from any of our sites other than in accordance with term 7.2 above please email your request to email@example.com with the subject line "Permissions request".
7.5. The photographic, text and other graphic images within any products or publications supplied to you are copyright works and none of them may be copied, reproduced, licensed or otherwise exploited.
7.6. The Woodland Trust name and logo are trade marks of the Woodland Trust. Other logos and names used on our sites may also be the trade marks of the Woodland Trust or their respective owners. No permission is given by us in respect of the use of any such trade marks, names or logos and such use may constitute an infringement of the holder's rights.
7.7. Whilst we encourage our supporters to campaign on the issues referred to on our websites, unless we have specifically authorised you in writing to do so please do not imply that you are taking action on behalf of the Woodland Trust and in particular do not state that the Woodland Trust is taking, or proposes or is considering taking, action against individuals or organisations, for example, a boycott of a company's products.
7.8. Any rights not expressly granted in these Terms are reserved.
8. Advertisers and sponsors
We may from time to time allow companies to advertise goods and services on our sites. Whilst we will not knowingly run an advert that is untrue, or which relates to goods or services contrary to our objects, the appearance of an advert does not mean that we endorse the advertiser's goods or services. With the exception of products sold on this website, we are not responsible for the accuracy of any advertising material or for any advertised product or service.
9.1. The information provided in our websites is intended to provide general information only and, as such, should not be considered as a substitute for advice covering any specific situation. Whilst we endeavour to ensure that the information on our websites is correct, we do not warrant the accuracy and completeness of that information and we will not be held liable for any errors or omissions. The material on our websites may be out of date, and we make no commitment to update such material.
9.2. The products which are supplied via our websites have been designed to comply with the statutory legal requirements and relevant safety standards of the United Kingdom. We can therefore make no representation or warranty that any product provided via or referred to in our sites is compliant with health, safety or other legal requirements which apply outside the United Kingdom or are otherwise suitable for use outside of the United Kingdom. You may not access our sites from countries where their contents are illegal or unlawful. If you do access our sites from locations outside the United Kingdom, you do so on your own initiative and are responsible for compliance with local laws.
9.3. We take every reasonable care to ensure that all orders, donations and subsequent transactions are conducted via a secure link. However, the security of information and payments transmitted via the internet cannot be guaranteed and as we are not responsible for the operation of the secure link we will not, unless we are negligent, be liable for any loss you may suffer if a third party obtains unauthorised access to any information you provide.
9.4. We do not warrant that the functions contained in our sites will be uninterrupted or error free, that defects will be corrected, or that our sites or the servers that make them available are free of viruses or bugs or represent full functionality, accuracy or reliability of the materials. We will not be liable for any loss, disruption or damage to your data or your computer system or any other damages (including amongst other losses, loss of profit or loss of use) arising out of your use or delay or inability to use our sites, their content or any link to another website arising in contract, tort (including negligence) or otherwise except in the case of death or personal injury caused by our negligence.
9.5. Party political or any other views and opinions expressed in comments do not represent the views or opinions of the Woodland Trust, which is a non-partisan conservation charity. We encourage open debate, however, comments or opinions expressed are attributable only to the individual contributors.
10.1. We do not limit in any way our liability for fraud or death or personal injury caused by our negligence or breach of statutory duty or any other liability which cannot be excluded or limited under applicable law.
10.2. We will not be liable for any loss or damage caused by us or our employees or agents in circumstances where:-
10.2.1. Loss or damage was not reasonably foreseeable to both you and us when you commenced using our site or when a contract for the supply of products by us to you was formed; 10.2.2. Loss or damage was not caused by any breach by us, our employees or agents; nor
10.2.3. Loss or damage relates to your business (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure).
11.1. Our sites may contain links to third party websites. Such links are provided for your convenience only. We do not control such websites and are not responsible for their contents. The mere inclusion of such links does not imply any endorsement of the material on those websites nor any association with their operators. If you decide to access any of the third party websites linked to or from our websites, you do so entirely at your own risk and we are not responsible for any damage, loss or offence caused or alleged to be caused by or in connection with the content, information, advertising, services or products available on third party websites. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages.
11.2. If you wish to link from your website to any pages of our sites you may do so only on the basis that you link to, but do not replicate, the website page, and subject to the following conditions:- 11.2.1. The linking text must simply consist of the website address;
11.2.2. You do not remove, distort or otherwise alter the size or appearance of any logos on our sites;
11.2.3. You do not in any way imply that we are endorsing any products or services;
11.2.4. You do not misrepresent your relationship with us nor present any other false information about us;
11.2.5. You do not otherwise use any Woodland Trust trade marks displayed on our sites without our express written permission;
11.2.6. You do not link from a website that is not owned by you; and
11.2.7. Your website does not contain content of the type referred to in term 6.1 or that does not comply with all applicable laws and regulations.
11.3. At any time and at our complete discretion we reserve the right to withdraw the permission to make website links to our sites.
Please Contact Us if a link is not working.
12.1. If any provisions of these Terms are determined to be illegal, invalid or otherwise unenforceable by reason of the laws of any country which apply to these Terms, then so far as these Terms apply within that country in which those provisions are illegal, invalid or unenforceable those provisions shall be severed and deleted from these Terms and the remaining provisions of these Terms shall survive, remain in full force and effect and continue to be binding and enforceable.
12.2. If you breach these Terms and we take no action, we will still be entitled to use our rights and remedies at a later date or in any other situation where you breach these Terms.
12.3. Events beyond our control - We will not be liable to you for any delay in delivering any services or order or for breach of our obligations, if the delay or breach is due to acts of God, civil commotion, riots, malicious damage, floods, drought, fire, epidemic, legislation, failure of ISP or telecommunications provider or any other cause beyond our reasonable control. This does not affect your statutory rights.
13. Law, courts and language
These Terms, use of our sites and the supply of products and services by us are governed by and to be interpreted in accordance with English and Welsh law. In the event of any dispute arising in relation to these Terms, use of our sites or in relation to the supply of any products or services by us the English and Welsh courts will have jurisdiction over the dispute. These Terms and our websites are provided in the English language only.
Provisions which apply when you order products, Donation Packs or Virtual Gifts from one of our websites
14. Donation Packs are donations to the Woodland Trust which you can apply for through our shop and in return you will receive a certificate and various other benefits as a thank you for your donation. Current Donation Packs include:-
• Membership packs
• Dedicate a Tree packs
• Plant a Tree packs
• Nature Detectives Club Memberships
• Memorial Certificates
• Virtual Gifts
• Woodland Carbon.
15. All orders for products are subject to availability and we reserve the right to refuse to supply to any individual or company.
16. Your submission of an order represents an offer to purchase the products (or an application for the Donation Pack) indicated by you and is not binding on us until we have accepted your order. This means that if a product is shown on our sites but is not available or is incorrectly priced or otherwise incorrectly described or if we are unable to arrange delivery to your address or wish to decline your offer/application for any other reason, we will not be obliged to sell you that product/provide you with that Donation Pack.
17. Shortly after we receive your order, we will acknowledge it by email, detailing the products you have ordered/Donation Pack you have applied for. This email is issued automatically and does not mean that your order is accepted.
18. We may contact you to obtain further information to enable your order to be evaluated or processed.
19. Acceptance of your order for a product/application for a Donation Pack and completion of the contract between you and us will take place when we dispatch the product/Donation Pack to you. Any products on the same order which we have not dispatched to you do not form part of that contract.
20. Alcohol may not be purchased by anyone under 18.
21. The price you pay is the price displayed on our site at the time we receive your order apart from where an error has occurred in displaying the price. While we try and ensure that all prices on our sites are accurate, errors may occur. If we discover an error in the price of products you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the products, you will receive a full refund.
22. Prices displayed include VAT where applicable. Price and availability information is subject to change without notice.
23. Products may differ slightly form the images shown. All sizes and dimensions of products as indicated on our sites are approximate but we make every effort to make sure they are as accurate as possible. We have made every effort to display as accurately as possible the colours of the images that appear on our sites. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.
24. You are responsible for ensuring the accuracy of the details provided on the order form. Take particular care when entering information to be used in or on any products, gifts cards or certificates to be personalised to your requirements.
25. We do not file details of your order for you to subsequently access direct on our websites.
26. We have a legal obligation to supply products in conformity with your order.
27.1. We accept Visa Credit, Visa Debit, Mastercard Credit, Mastercard Debit, Maestro and American Express. We cannot accept payment by cheque for orders made online.
27.2. Payment will be taken at the point of goods despatch (except for Virtual Gifts, Donation Packs and e-cards where payment will be taken at the order processing stage). In case of query, please call 0330 333 3300 (Monday to Friday, 8.30am to 5.00pm), quoting your order reference number.
27.3. By placing an order you consent to payment being charged to your debit or credit card as provided on the order form. We will use Secure Trading to validate your payment.
28.1. The postage and packaging charges for products delivered in the UK (including Northern Ireland and the Scottish Isles) will be determined and advised at the point of sale.
28.2. Additional delivery charges may apply for overseas deliveries or bulky or heavy items and you will be notified of any additional delivery charges during the order process and required to provide your confirmation that such charges will be included in your order and charged to your card prior to the goods being dispatched. If confirmation is not received, then the order cannot be processed and will be cancelled.
28.3. Express Delivery is not available.
28.4. Donation Packs will be sent by 2nd class post using Royal Mail or National Carriers and there are no delivery charges.
28.5. We aim to:-
28.5.1. Dispatch Donation Packs, including printed Donation Pack certificates within 10 working days of receipt of your application/donation. If your application/donation is time-sensitive, you may want to check the dispatch date with our Supporter Care Team on 0800 026 9650 at the time of applying/donating;
28.5.2. Deliver all other products ordered within 7-10 working days of your order
28.6. Please allow up to 30 days in case we are exceptionally busy. The delivery timescales stated are subject to availability of the products ordered and circumstances beyond our control. We make every effort to deliver products within the above timescales, however delays are occasionally inevitable. If you do not receive your products/packs within the time quoted above, please contact Our Supporter Care Team on 0800 026 9650 or firstname.lastname@example.org. If we fail to deliver your order within 30 days we will notify you of the reason for the delay and you may cancel your order and we will provide you with a refund for the products not delivered. We will have no other liability to you in the event of delay in delivery.
28.7. All deliveries will be made to you (or the recipient specified by you) at the address specified by you in your order. With the exception of Gift Memberships, we regret that we cannot send Membership Packs to an alternative delivery address, they will be sent to the main billing address only.
28.8. We may, at our discretion and expense, deliver parts of your order separately. You will be responsible for the products as soon as they are delivered.
28.9. If we cannot deliver the products to you at the address you have specified for any reason (other than when we are at fault), we will notify you and store the products for up to 30 days. At our discretion we may either attempt to redeliver the products to you or issue you with a refund for the price paid less postage and handling charges. Note – no refund will be made for products which have been customised or personalised in accordance with your requirements.
29. Returns, if you change your mind
29.1. For most products you can cancel your order, either before or after we deliver it, by notifying us within 15 days of delivery (or where we deliver your order in instalments, within 15 days of the last item delivered) without giving any reason. You can do so by contacting our Supporter Care Team on 0330 333 3300 (free from a land-line) or by emailing us at email@example.com To meet the cancellation deadline it is sufficient for you to tell us that you wish to cancel before the cancellation period has expired. You then have 15 days to get the products back to us for a refund.
29.2. This right to cancel does not apply to:-
29.2.1. Products which have been made to your specification or personalised, for example where a name or a photograph supplied by you has been added to a product
29.2.2. DVDs, CDs or computer software once you have broken the seal
29.2.3. Products that are sealed for health or hygiene reasons once you unseal them (e.g. underwear or swim wear once you have removed the hygiene strip)
29.2.4. Perishable products (e.g. food, flowers, plants or trees)
29.2.5. Periodicals or magazines
29.2.6. Virtual Gifts and Donation Packs
29.2.7. Digital content (such as downloads, games, music, videos, e-cards, e-books or audio books) - by placing an order for digital content, you agree that the digital content will be provided during the cancellation period referred to above and acknowledge that this means that you will lose your right to cancel your order for that digital content.
29.2.8 Products once they have been combined with other products so that they are then inseparable.
29.3 Until you are sure that you want to keep the products you have ordered, you must carefully handle the products only to the extent that you would handle them if you were looking at the products or carefully trying them on, in a shop in order to establish the nature, characteristics and functioning of the products, and you must not otherwise use or wear them. Products must be returned to us in their original packaging, with all tags intact and in good, re-saleable condition and unused.
29.4. Hampers, gift baskets, tree packs and other sets or packs which are made up of a number of products may only be cancelled and returned as a whole.
29.5. If the right to cancel applies and you want to return your order once you have received it, for either a refund or exchange, fill out the accompanying delivery slip, package the relevant item securely and send them both to us within 15 days of delivery (or 15 days of you notifying us of your wish to cancel your order as above) using the label provided on the delivery note. For your protection, we recommend that you use a recorded-delivery service. Until the products are returned to us, you must not use them and must take reasonable care of them and ensure that they are returned to us in a re-saleable condition.
30.1. If you cancel (and where already delivered, return) your order in accordance with the above provisions, we will (subject as stated below) refund to you:-
30.1.1. The purchase price for the item cancelled/returned
30.1.2. The standard delivery charge for the item cancelled/returned. Note - where you ordered a number of items and only cancel/return some of them, delivery charges will not be refunded except for such part of delivery charges that relate specifically to the items returned. Any extra charges for Express Delivery will also not be refunded.
30.2. When making a refund (other than a refund for a faulty product), we will deduct from the sum to be refunded any reduction in the value of the products returned caused by you using, wearing or handling the products beyond the manner in which you would handle the products if you were looking at them, or trying them on, in a shop in order to establish the nature, characteristics and functioning of the products.
30.3. Any refund issued under these provisions will be made, using the same means of payment as you used for your order, within 14 days of:-
30.3.1. Us receiving the products back; or
30.3.2. (If earlier) you providing evidence that you have returned the products; or
30.3.3. If you cancel before we despatch the products, of you telling us that you want to cancel your order.
30.4. You will not incur any fees as a result of the refund but we will not make the refund until we have received the products back or you have supplied evidence of having sent back the products, whichever is earliest.
30.5. If for any reason you suspect that your credit card has been used to make an inaccurate or incorrect transaction through this website, please notify your issuing Bank immediately for investigation.
31. Trees and other perishable products
31.1. Please note that we cannot accept returns of trees or other perishable goods unless they are defective.
31.2. Please check your tree as soon as you receive it. If you believe that your tree is defective, it may be that your sapling is in a dormant state, which you can check by scraping back a small piece of bark to see if pale new wood lies beneath.
31.3. If having checked your tree as described above, you still think that the tree you have received is defective and you would like to return it for a refund or replacement please contact our Supporter Care Team on 0330 333 3300 (free from a land-line) or by emailing us at firstname.lastname@example.org within ten (10) days, but no later than thirty (30) days, of receiving your tree.
32. Returns, faulty products
32.1. By law you are entitled to receive products which are as described, fit for purpose and of satisfactory quality and our aim is to make sure that you do.
32.2. If you do receive a product which is faulty and would like to request a refund or replacement please contact our Customer Care Team as soon as possible. You can find out about your rights as a consumer if you receive faulty goods at the Citizens Advice Bureau’s guidance The Consumer Rights Act 2015 (new window).
32.3. To get your product replaced, or to receive a refund, you will need to return it to us and our Customer Care Team will help you do this by arranging collection in the case of items unsuitable for return by post. If there are items that will require additional costs to return (e.g. because they are heavy and require a courier) please inform our Supporter Care Team who will make the appropriate arrangements.
33. Donation Packs
33.1. If you order one of our Donation Packs you are making a donation to fund our work for which we are enormously grateful. You will receive a certificate to commemorate the dedication/donation but any trees/woods dedicated will not be marked with the dedication but you are welcome to visit the wood dedicated (or where the tree is dedicated).
33.2. Your Donation Pack Certificate will be printed with the wording you enter in the application form. Please check this carefully before you finalise your application. If you notice an error in the certificate wording please reply to the automated thank you email you receive and tell us what you would like correcting and we will do our best to make the changes before the certificate is produced.
33.3. All of the items featured in the Dedications part of our websites are genuinely needed and used by the programmes that the Woodland Trust supports. However, once certain types of Dedications reach their maximum capacity, we reserve the right to use your donation to help the Woodland Trust continue with its full range of work. Where possible we will aim to use your donation for a similar purpose to that originally requested by you. You can read more about the range of the Woodland Trust’s work in the About Us section of our website.
33.4. Email certificates are sent as soon as you have submitted your online Donation Pack application, though due to circumstances beyond our control they may occasionally take several minutes or possibly even hours before they arrive in the recipient's in-box. If you, or your intended recipient, do not receive the certificate, please contact our Supporter Care Team on 0330 333 3300 providing full details of the Donation Pack applied for. A copy of your application confirmation is always helpful.
33.5. See Delivery re delivery of printed certificates.
34. Virtual Gifts
34.1. If you order one of our Virtual Gifts you are making a donation to fund our work for which we are enormously grateful and obviously you don’t actually buy the item in question.
34.2. All of the items featured in the Virtual Gifts part of our websites are genuinely needed and used by the programmes that the Woodland Trust supports. However, realistically, there are only so many of certain types of Virtual Gifts that are required and so if you have ordered a Virtual Gift your donation will not necessarily be used to purchase the item shown but will be used to help the Woodland Trust to continue with its full range of work. You can read more about the range of the Woodland Trust’s work in the About Us section of our website.
34.3. If the choice of card you want is out of stock we reserve the right to send you another card.
35.1. The Woodland Trust is not responsible for the messages inserted in e-cards sent from our websites. If you receive an e-card through our website services containing inappropriate content please email us at email@example.com and we will deal with your complaint as the Woodland Trust thinks appropriate.
35.2. If you send an e-card from our websites you agree:-
35.2.1. To accept full responsibility for the messages you insert in the E-card (“your messages”);
35.2.2. To keep your messages decent;
35.2.3. To not include in your messages:-
126.96.36.199. Any content of the type referred to in term 6.1;
188.8.131.52. Anything that could be considered offensive, threatening, racist, abusive, defamatory, obscene, indecent, unlawful, hateful or otherwise intended to annoy or harass the recipient;
184.108.40.206. Anything that could be considered a criminal or civil offence; nor
220.127.116.11. Links to other websites.
35.2.4. If we receive a complaint about your message we can disclose your registration details to the person making the complaint.
35.3. If we receive a complaint about your messages we reserve the right to (amongst other things):-
35.3.1. Not send future e-cards from your account;
35.3.2. Deny you access to our websites and services; and
35.3.3. Where appropriate, refer the matter (and disclose your details) to the police or appropriate authorities.
35.4. Please ensure that you provide us with the recipient’s correct email address for delivery of the e-card. You will not be entitled to a refund if the e-card is sent to the incorrect address due to your own error.
36. Customer Service/complaints
36.1. We hope that you are happy with your products and the service you receive, but should you have any queries or problems please contact our Supporter Care Team by email at: firstname.lastname@example.org or Monday to Friday between 8.30am and 5.00pm on FREEPHONE 0330 333 3300
36.2. We will try to resolve your complaint as quickly as possible but if we are unable to do so you may refer your complaint to an European Commission registered ADR (alternative dispute resolution) provider and we will cooperate with the ADR provider in trying to find a mutually acceptable resolution.
These terms do not affect your statutory rights as a consumer. For informationabout your statutory rights visit the Citizan Advice consumer service at www.citizensadvice.org.uk/consumer/
These Terms were last updated: June 2016
Please print or save and keep a copy of these Terms for your records.