General Terms and Conditions
Offers To End Auctions Early
The British Heart Foundation ebay Shop promises to not end auctions early or accept offers. It is BHF ebay policy to let all auctions run their course and be fair to all customers and supporters.
Address Changes:
When making payment, please ensure you specify the correct address where you wish for your order to be posted to. Any address changes requested outside of this will be refused and the order will be cancelled as this is a breach of eBay policy. We are not responsible for recovering a parcel if it is posted to an address other than that stated on your eBay account.
Holding Orders:
Based on the volumes of stock we are processing, we are unable to hold orders following payment and any orders received after payment is received will be processed within our 1-2 working day time frame.
Privacy
Names, usernames, addresses and contact numbers which are provided via the customer to eBay, will be shared with our couriers for dispatch purposes only. Our couriers handle this data in accordance with ICO guidelines and Data Protection law. Please only include details in the Post To section that you are happy to be shared with couriers.
Opening Up Auctions To International Buyers Or Blocked Buyers
The British Heart Foundation eBay Shop is unable to open up auctions once they have begun to excluded buyers or countries. If international shipping is not allowed on an item, unfortunately we will not be able to ship that item worldwide.
Payment Options Accepted
The British Heart Foundation eBay Shop accepts payment via eBay managed payments. We do not offer any other payment and do not offer cash on collection.
Payment Time Allowance
The British Heart Foundation eBay Shop is happy to wait a total of 4 days for payment of any item. On the 4th day our unpaid item assistant will automatically open an unpaid item case. Once an unpaid item case is opened, we are unable to cancel a transaction.
Cancellations of Bids or Auction Win
If you make a cancellation request once an unpaid item case is opened, we cannot cancel the order and you will have to wait for the unpaid item case to close in order for the transaction to be cancelled. We will only process 3 cancellations under the same user account. We have the right to block any buyers who abuse this.
Customs Declarations
The British Heart Foundation Ebay Shop is unable to alter custom labels to help avoid tax or problems in other countries. We are unable to process any requests to label an item for less than it is worth or to list the package as containing goods that it is not (including as a gift ).
Customs Information
The British Heart Foundation Ebay Shop is unable to accept responsibility for delays to delivery of items due to customs where it has not been caused directly from a wrong customs declaration on our end. Unfortunately the British Heart Foundation Ebay shop is also not liable for any problems encountered with customs during the returning of goods to us. Please know your the customs declarations needs of your country before returning an item to us as you are responsible for your item s safe return to us. Please note this means that we do not accept responsibility for any charges or extra charges and will not issue compensation due to custom related issues where it is not directly our fault (i.e. a problem caused directly by a customs form filled in at our premises).
Opening Times
The British Heart Foundation Ebay Shop is only open Mondays to Fridays 9-5. Please note all questions and cases will only be responded to within these times.
Working Days
The British Heart Foundation Ebay Shop refers to Mondays, Tuesdays, Wednesdays, Thursdays and Fridays as working days only.
Policy On Buyers
The British Heart Foundation Ebay Shop reserves the rights to block or end communication with any abusive buyers, any buyers who do not follow proper ebay etiquette or any buyers which do not follow ebay buying policies properly.
Complaints
Please address any complaints you have to our customer service team via ebay message. Your feedback and satisfaction is very important to us but please do remember to contact us about lost parcels and other queries prior to leaving feedback, open cases or complaining. Complaints will be reviewed and responded to within 2 working days.
Returns
The British Heart Foundation Ebay Shop accepts returns within 30 days in accordance with eBay returns policy.
For any items which we have posted out to our customers, all return requests should be raised via the eBay returns centre and sent back to British Heart Foundation, Unit 9 Albion Park, Leeds, LS12 2EJ and by following the instructions outlined below. It is the customers responsibility to ensure the item is received at our warehouse in the same condition it arrived with our customer.
If you have changed your mind, please open a return via the eBay returns centre so we know to expect your return. For UK customers we recommend using the eBay returns centre to pay for an eBay returns label which is a tracked service. If you use your own courier and the return is lost in transit or damaged, we will not be able to refund the item or any additional costs and you will need to dispute this with the courier.
We do not cover return postage costs for change of mind returns.
If your item is faulty or not as described and you live within the UK, please open a return via the returns centre and we can provide a pre-paid returns label or arrange for collection of your item using a tracked service.
If you return an item using your own courier method and without prior approval, we are not liable to cover any return postage costs. If you use your own courier and the item is lost in transit, we will not be able to refund the item or any additional costs and you will need to dispute this with the courier.
If you are returning an item from overseas, you will need to open a return via the eBay returns centre so we can provide options to return the item.
Returns - Overseas Returns
Due to the way eBay returns are set up on eBay, we are unable to provide prepaid returns labels for overseas customers where the item has arrived, and it is faulty or misdescribed. We therefore ask that you open a return via the eBay returns centre with the reason for return and a quote for returning the item using a reasonably priced courier company. We will cover these return postage costs once we approve the costs.
As eBay managed payments does not allow us to refund any additional postage costs incurred by the customer, we may need to send you payment for return postage via PayPal, so you may be asked to open a PayPal account if you do not have one in order to get a returned item back to us.
We do not cover return postage costs for change of mind returns.
If the item is lost in transit, we will not be able to refund the item or any additional costs and you will need to dispute this with the courier so please declare the correct amount on any customs forms and register the item as a return to ensure additional costs are not incurred.
Returns - Collect In Person Items
Returns are accepted on all collect in store items within 30 days of auction end. Unless the item is faulty or not as described, the customer is responsible for returning the item to the store and for messaging the BHF eBay team via the ‘contact seller’ option on eBay when drop off has been completed.
If your item is faulty or not as described, please contact our team via the ‘contact seller’ option and we can provide further guidance.
Where we suspect fraudulent activity and/or we notice unusual or suspicious activity with your account, we might have to withhold issuing a refund and/or block your account and any associated accounts.
Such activity includes but is not limited to: unusual patterns of claims relating to allegations of orders not being received or, items missing, requesting a large amount of refunds, unusual patterns of returns activity or returning items not matching what was originally ordered.
If we refuse a refund for any of these (or any other) reasons, and you have returned an item to us, we will hold the item until the investigation is complete. We will communicate the outcome of our investigation to you and the action we intend to take in relation to your refund request. In some cases, eBay will refund an item as tracking for the return will show it has arrived at our warehouse, but we will continue to investigate this and dispute this with eBay if required.
In certain cases, for example where we have had to refuse multiple refunds by you, or there are suspicious circumstances relating to the return/refund, we might also have to block your account and any associated accounts and report it to eBay.
If any of the above happens to you and you think we’ve made a mistake, please get in touch within 14 days with us via ebay and we’ll be happy to discuss it with you.
This does not affect your statutory rights.
Combined Shipping
The British Heart Foundation Ebay Shop is happy to offer combined shipping wherever possible prior to payment. We require 1 working day to alter postage costs where applicable.
Dispatch Times
The British Heart Foundation Ebay Shop allows 2-3 working days for dispatch but items are usually shipped within 1-2 working days of confirmed payment. Delivery estimates are the postage time from confirmed dispatch.
Disputed Deliveries
We send all our parcels within the UK using a tracked service. If a delivery is disputed, a claim will be submitted with the courier. A refund will not be processed until the claim has been successfully processed by the courier company. It is the customer’s responsibility to notify us if a parcel has not arrived within 14 days. Claims can take up to 60 days from the date of notification to be processed.
Collection in Person
The British Heart Foundation eBay Shop is unable to offer collection in person on any items that are not specifically listed as Collect in Store from a named High Street Shop. For Collect in Person listings collection should be done within 7 days of the auction ending.
Collect In Store Items - Collection, Payment and Delivery
All collect in store items will be clearly advertised on the listing as collection only. Payment and collection must be made within 7 day. On the 12th day of non-payment the transaction will be cancelled.
Collect In Store Items - Booking Your Own Courier
Collection should be completed within opening hours, and within 7 days of auction end. If you unable to collect the item within 7 days then please contact the store where your item is based. It is mandatory that an appointment is arranged prior to collecting.
All of our collect in store items are listed for collection only as they are goods which we cannot transport. We are unable to accept responsibility for any damages/losses that may occur in transit if a courier is arranged. Some couriers may offer additional insurance against damage so please check with your chosen courier before booking. You are accepting the terms and conditions stated and are completely responsible for your item the moment it is handed to the courier. Any compensation for breakages or loss should be claimed from the courier only.
