Our Gift Shop Terms and Conditions

Please read these Terms carefully and contact us by e-mail at supporters@cwgc.org  or telephone on 01628 507278 if you have any questions about them or if there is anything you do not understand. Telephone lines are open UK time 8:30-16:30 Monday-Thursday and 8:30-16:00 Friday. On UK bank holidays our phone lines are closed.

These Terms were last updated in October 2024.

Definitions to help you 

Terms means these Terms and Conditions.

We, us and our means Commonwealth War Graves Foundation (see About us and our products below).

About us and our products

We are the Commonwealth War Graves Foundation of 2 Marlow Road, Maidenhead, Berkshire, SL6 7DX. We are an independent charity registered with the Charity Commission of England and Wales (charity number 1171947) and with the Office of the Scottish Charity Regulator (number SCO51982).

You can find everything you need to know about us and our products on our website before you place an order. We will also confirm relevant key information to you by e-mail after you place your order using the e-mail address you provide. 

We try to ensure that images of our products displayed on our website are as accurate as possible. However, each product’s true colour may not exactly match that shown on your device. 

Orders

To place your order, please: 

• add the product(s) you would like to buy to your online basket and click ‘Checkout Now’;
• provide the information requested (including the correct delivery address), review your order and click ‘Proceed to secure payment’; and
• provide your payment information requested by our payment services provider and click ‘Pay’.

You will be told through the relevant webpage if your payment has been declined by our payment services provider and if your payment is declined then we will not receive and accept your order.  

If your payment does go through, the payment processor will contact you using the e-mail address you provide to confirm this. 

One or more product(s) in your order may come with their own guidance on use and/or a promise from the manufacturer (a manufacturer’s ‘warranty’ or ‘guarantee’). Where that is the case, we will take reasonable steps to pass on the benefit of any such promise to you. 

Sometimes we may withdraw from the contract between us for example because there is an error or inaccuracy on our website about the goods, because one or more products are unexpectedly out of stock, or because one or more products were mispriced by us. When this happens, we will let you know as soon as possible and refund any money you have paid. Please note that we do not offer delivery to addresses outside of the UK and therefore if you provide a delivery address which is outside the UK, we will withdraw from the contract.

We charge you for the price (including VAT) of your order when we accept it. We will dispatch your order as soon as we can. 

You will own the product(s) you have ordered once we have received payment in full and, subject to any restrictions in these Terms, you can use them as you wish. 

All intellectual property rights in the products which we display on our website from time to time either belong to us or our licensor(s). You are not allowed to use the product(s) in your order for any purpose(s) other than your personal purposes without our prior written permission. If you are not sure, please contact us.  

If we are going to suspend delivery of your order (for example because one or more of the products are out of stock), we will inform you. If we suspend the delivery for longer than 10 days you can contact us to end the contract and we’ll refund any sums you’ve paid. 

Delays

If delivery of your order is delayed by an event genuinely outside our control, for example industrial action by a delivery provider or a failure of our payment services provider, we will contact you as soon as possible to let you know and do what we reasonably can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact us to end the contract and receive a refund for any products you have paid for, but not received. 

Changing your mind, faulty products and returns

Changing your mind

If you change your mind about your order prior to, or within 14 days of receiving your purchase (rather than there being something wrong with the product), please contact us by e-mail at supporters@cwgc.org or telephone on 01628 507278.  We will need to know the order number and you will need to return the product(s) in your order to us within 14 days of the date you informed us that you had changed your mind. Subject to what we say below, you will receive a full refund the price you paid for the product(s) but we will not refund delivery charges or pay for your delivery of the product to us.  This does not affect your legal rights as a consumer. 

We will arrange for you to be refunded as soon as we can. You will be refunded through the method you used for payment. Unless you are returning an item due to it being faulty (please see ‘Faulty Products’ below) we may require you to reimburse us for costs incurred in processing your return and refund. 

To return those product(s), please send them back to us at the following address using an established delivery service: 
 
Commonwealth War Graves Foundation
2 Marlow Road
Maidenhead
SL6 7DX

Please retain any receipt or other evidence from the delivery service that proves you have sent those product(s) back and when you sent it. If you do not do this and we don’t receive the goods at all or within the 14 day period stated above, we will not refund you the price. 

If you need any help with returns, please contact us.

Please note we do not refund any extra you have paid for express delivery or delivery at a particular time.
We may reduce the amount we refund you if you handle the product(s) in your order in a way which would not be acceptable, for example if the product(s) are not returned ‘as new’ or are badly damaged, or parts of the product(s) (such as lids) are missing. In some cases, depending on the condition in which we receive the returned product, we may not refund you.

Faulty products 

If you think there is something wrong with the product(s) in your order, please contact us. We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. In order to be entitled to a refund for a faulty product, you must contact us within 30 days of your order. This does not affect your other legal rights as a consumer in respect of returning faulty products.

If we agree that there is something wrong with the product(s) then you will be offered the choice between a refund or for a replacement (of the same product, depending on availability) to be sent (at our cost). 
If you elect to receive a refund, we will arrange for you to be refunded as soon as we can. You will be refunded through the method you used for payment. We do not charge any fees for processing refunds.

On occasion, we may need you to return the product to us in order to establish whether or not it is faulty. Delivery will be at your cost. However if we agree, after investigation, that the product is faulty then these delivery costs will be refunded to you. We will require evidence of what those costs are in order to process any refund of them.

When we can end our contract with you

Without affecting our other legal rights, we can end our contract with you in respect of your order and claim any compensation due to us if: 

• you don’t, within a reasonable time, allow us to deliver your order to you at the delivery address you provide; and/or 
• you seriously breach this contract.

Our legal responsibility (liability) to you

We're responsible for losses you suffer caused by us breaching this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable);
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section above under Delays;
• Avoidable. Something you could have avoided by taking reasonable action, including following reasonable instructions for use of the relevant product(s) whether provided by us or someone else such as a manufacturer;
• A business loss. It relates to your use of a product(s) for the purposes of your trade, business, craft or profession.

How we use your personal data

We use any personal data you give us in accordance with our Data Protection and Privacy Policy. As identified in the Policy, we may share your data with third parties, if necessary, in order to fulfil our obligations under the contract between us. For example, we use a third party to process and arrange delivery of orders, who will need your name and address in order to do this.

Resolving disputes with us

We really value you as a supporter and we will do our best to resolve any problems you have with us or your order. In the first instance, please contact us by e-mail at supporters@cwgc.org or telephone on 01628 507278.  

These terms are governed by English law and wherever you live you and we can bring claims against one another in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

Other important terms

We can transfer our contract with you, so that a different organisation is responsible for supplying your order. We will tell you in writing if this happens and we will ensure that the transfer won't affect your rights under the contract. If you're unhappy with the transfer you can contact us to end the contract within 7 days of us telling you about it and we will refund you any payments you've made in advance for product(s) not provided (please note that if your order has already been processed, you will need to return the product as described in ‘Changing your mind’ above).

Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

Even if we delay in enforcing this contract, we can still enforce it at a later date. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do so at a later date.