TA Merchandise Sales Policy

At Tourettes Action, we want everyone to receive their items safely and on time. This policy explains how we process and deliver your order. It meets the requirements of the UK Consumer Rights Act 2015.

Sales Summary

• We send orders Monday to Friday
• Most orders arrive within the timeframe shown at checkout
• You are protected by UK consumer law
• If your order is lost, delayed, or damaged, we will help you
• You can contact us if you have any problems

 

Order Processing

• Orders are processed Monday to Friday
• Orders are not processed on UK bank holidays
• Most orders are processed within 5 working days after payment is received
• If an item is out of stock, we will contact you
• We will offer:
  • a delayed delivery
  • an alternative product, or
  • a refund
• If we are unable to fulfil your order, we will refund you

 

Delivery Options

• UK Standard Delivery
• Usually takes 1 to 3 working days
• Delivery times are estimates and can vary

 

Delivery Costs

• All delivery costs are displayed clearly at checkout
• No extra charges will be added without your consent

 

Tracking 

• You will receive a dispatch email when your order is sent
• Tracking information will be included if available

 

Address Accuracy

• Please check your delivery details before placing your order
• If items are returned to us because the delivery address was incorrect, you will need to pay for redelivery

 

Delays, Lost Parcels and Damaged Items

• Delays may occur due to courier issues, weather, strikes, or customs procedures.
• If your parcel does not arrive:
  • We will investigate with the courier
  • If the parcel is confirmed lost, we will send a replacement or provide a refund
• Damaged Items
  • Please contact us within 5 days
  • You may choose a replacement or refund
  • We may ask for a photograph to help resolve the issue quickly

Cancellation & Refunds Summary

• You have a legal right to cancel within 14 days of receiving your order
• You can return items within another 14 days
• If an item is faulty, damaged, or incorrect, we will fix the problem
• Some items cannot be returned (such as digital downloads or personalised items)
• We follow all UK consumer protection laws

 

Cancellation & Refund Summary

• You have a legal right to cancel within 14 days of receiving your order
• You can return items within another 14 days
• If an item is faulty, damaged, or incorrect, we will fix the problem
• Some items cannot be returned (such as digital downloads or personalised items)
• We follow all UK consumer protection laws

 

Your Legal Rights

• This policy follows UK consumer law, including:
  • Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013
• These laws protect you when you buy goods online

 

14-Day Cooling Off Period

• When you buy goods online, you can cancel your order for any reason within 14 days after receiving the item. You then have another 14 days to return it.
• We will issue a refund within 14 days of receiving the returned item as long as the item is unused and in its original condition.

• Exceptions (Allowed by UK Law)

The cooling-off period does not apply to:

• Digital downloads (after the download has started)
• Personalised or customised items
• Tickets for events (unless the event is cancelled by Tourettes Action)
• Perishable goods

 

Cancelling Before we Dispatch

• You can cancel your order at any time before dispatch.
• If you cancel in time, you will receive a full refund.

 

Faulty, Damages or Incorrect Items

• If your item is faulty, damaged, or not what you ordered, you have the right to:
  • A replacement
  • A repair (where appropriate)
  • A refund
• Under UK consumer law, you can request a refund for faulty items within 30 days of receiving them

 

Non-Returnable Items

• Unless faulty, we cannot accept returns for:
  • Digital products
  • Event tickets
  • Personalised items
  • Items marked as “final sale”

Conditions for Returns

• Returned items must be:
  • Unused
  • In good condition
  • In original packaging (where possible)

Return Postage

• Tourettes Action will pay for return postage if the item is faulty, damaged, or incorrect.
• For returns due to change of mind, the customer will need to pay for postage

 

Refund Process

• Refunds will be sent to the original payment method.
• Refunds will be issued within 14 days of receiving your returned item.
• Your bank may take longer to show the refund.

 

Exchanges

• All delivery costs are displayed clearly at checkout Exchanges depend on stock availability.
• If the item you want is unavailable, we will offer a refund or store credit.
• If the wrong size or item was ordered, postage will apply.

 

Contact Information

• If you need help with a cancellation, refund, or return, please contact us: Email help@tourettes-action.org.uk