Website Terms and Conditions of Supply of Goods

This page (together with our Privacy Policy) tells you information about us and the legal terms and conditions (Terms) on which we sell any of the products (Products) listed on our website (our site) to you.

These Terms will apply to any contract between us for the sale of Products to you (Order). Please read these Terms carefully and make sure that you understand them, before ordering any Products from our site. Please note that before placing an order you will be asked to agree to these Terms.

We amend these Terms from time to time as set out in condition 6. Every time you wish to order Products, please check these Terms to ensure you understand the terms which will apply at that time. These Terms were prepared in November 2014.

1. Information about us

 1.1 We operate the website We are Thames Valley Air Ambulance, a charitable company registered in England and Wales under company number 04062250 and charity number 1084910 and with our registered office at Artisan, Hillbottom Road, High Wycombe, Bucks, HP12 4HJ. Our VAT number is 993 5396 62.

1.2 Contacting us:

1.2.1 To cancel an Order in accordance with your consumer legal right to do so as set out in condition 7, you just need to let us know that you have decided to cancel as set out in condition 7.3.

1.2.2 If you wish to contact us for any other reason, including because you have any complaints, you can contact us by telephoning us at 0300 999 0135 or by e-mailing us at [email protected]

1.2.3 If we have to contact you or give you notice in writing, we will do so by e-mail or by pre-paid post to the address you provide to us in your order.

2. How we use your personal information

We only use your personal information in accordance with our Privacy Policy. Please take the time to read this as it includes important terms which apply to you.

3. Our Products

The images of the Products on our site are for illustrative purposes only. Your Products may vary slightly from those images.

4. Minimum age

You may only purchase Products from our site if you are at least 18years old.

5. How the contract is formed between you and us

5.1 Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

5.2 After you place an order, you will receive an e-mail from us acknowledging that we have received and accepted your order (Email Confirmation). The contract between us (Order) will only be formed when we send you the Email Confirmation.

5.3 If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because we cannot meet your requested delivery date, we will inform you of this by e-mail. If you have already paid for the Products, we will refund you the full amount including any delivery costs charged as soon as possible.

6. Our right to vary these Terms

6.1 We amend these Terms from time to time, for example to reflect changes in relevant laws and regulatory requirements.

6.2 Every time you order Products from us, the Terms in force at the time of your order will apply to the Order between you and us.

7. Your consumer right of return and refund

7.1 You have a legal right to cancel an Order during the period set out below in condition 7.2. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Order and receive a refund.

7.2 Your legal right to cancel an Order starts from the date of the Email Confirmation. Your deadline for cancelling the Order then depends on what you have ordered and how it is delivered, as set out in the table below:

Your Order End of the cancellation period
Your Order is for a single Product. The end date is the end of 14 days after the day on which you receive the Product. Example: if we provide you with a Email Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.
Your Order is for multiple Products which are delivered on separate days. The end date is 14 days after the day on which you receive the last of the separate Products ordered. Example: if we provide you with a Email Confirmation on 1 January and you receive the first of your separate Products on 10 January and the last separate Product on 15 January you may cancel in respect of all of the separate Products at any time between 1 January and the end of the day on 29 January.


7.3 To cancel an Order, you just need to let us know that you have decided to cancel. The easiest way to do this is to complete the cancellation form on our site. If you use this method we will e-mail you to confirm we have received your cancellation.

You can also e-mail us at [email protected] or contact us by telephone on 0300 999 0135, or by post to TVAA, Artisan, Hillbottom Road, High Wycombe, Bucks, HP12 4HJ. If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you send us the e-mail or post the letter to us. For example, you will have given us notice in time as long as you get your letter into the last post on the last day of the cancellation period or e-mail us before midnight on that day.

7.4 If you cancel your Order we will:

7.4.1 refund you the price you paid for the Products. However, please note we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.

7.4.2 refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method).

7.4.3 make any refunds due to you as soon as possible and in any event within the deadlines indicated below: if you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see condition 7.7; if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel the Order.

7.5 If you have returned the Products to us under this condition 7 because they are faulty or mis-described, we will refund the price of the Products in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

7.6 We will refund you on the credit card or debit card used by you to pay.

7.7 If a Product has been delivered to you before you decide to cancel your Order:

7.7.1 then you must return it to us by post to TVAA, Artisan, Hillbottom Road, High Wycombe, Bucks, HP12 4HJ, without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Order;

7.7.2 unless the Product is faulty or not as described (in this case, see condition 7.5), you will be responsible for the cost of returning the Products to us.

7.8 As a consumer, you have legal rights in relation to Products that are faulty or not as described. These legal rights are not affected by your right of return and refund in this condition 7 or anything else in these Terms.

8. Delivery

8.1 We will deliver the Products to you within 14 days after the date of the Email Confirmation.

8.2 Delivery of an Order shall be completed when we deliver the Products to the address you gave us and the Products will be your responsibility from that time.

8.3 You own the Products once we have received payment in full.

8.4 If we miss the 14 days delivery deadline for any Products then you may cancel your Order straight away if any of the following apply:

8.4.1 we have refused to deliver the Products;

8.4.2 delivery within the delivery deadline was essential (taking into account all the relevant circumstances); or

8.4.3 you told us before we accepted your order that delivery within the delivery deadline was essential.

8.5 If you do not wish to cancel your order straight away, or do not have the right to do so under condition 8.4, you can give us a new deadline for delivery, which must be reasonable, and you can cancel your Order if we do not meet the new deadline.

9. Price of products and delivery charges

9.1 The prices of the Products will be as quoted on our site at the time you submit your order.

9.2 Prices for our Products may change from time to time, but changes will not affect any order you have already placed.

9.3 The price of a Product includes VAT (where applicable) at the applicable current rate chargeable in the UK for the time being. However, if the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid for the Products in full before the change in VAT takes effect.

9.4 The price of a Product does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order. To check relevant delivery charges, please refer to our Delivery Charges page.

10. How to pay

10.1 You can only pay for Products using a debit card or credit card. We accept the following cards: Visa, MasterCard, Maestro, Electron, Amex and Delta.

10.2 Payment for the Products and all applicable delivery charges is in advance.

11. Our liability

11.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence.Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.

11.2 We only supply the Products for domestic and private use. You agree not to use the product for any commercial, business or resale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

11.3 We do not in any way exclude or limit our liability for:

11.3.1 death or personal injury caused by our negligence;

11.3.2 fraud or fraudulent misrepresentation;

11.3.3 any breach of the terms implied by section 12 of the Sale of Goods Act 1979 (title and quiet possession);

11.3.4 any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 (description, satisfactory quality, fitness for purpose and samples); and

11.3.5 defective products under the Consumer Protection Act 1987.

12. Events outside our control

12.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under an Order that is caused by an Event Outside Our Control. An Event Outside Our Control means any act or event beyond our reasonable control.

12.2 If an Event Outside Our Control takes place that affects the performance of our obligations under an Order, we will contact you as soon as reasonably possible to notify you to arrange a new delivery date with you, after the Event Outside Our Control is over.

12.3 You may cancel an Order affected by an Event Outside Our Control. To cancel please contact us in accordance with condition 7.3.

13. Other important terms

13.1 We may transfer our rights and obligations under an Order to another organisation, but this will not affect your rights or our obligations under these Terms.

13.2 You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.

13.3 This Order is between you and us. No other person shall have any rights to enforce any of its terms.

13.4 Each of the conditions of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

13.5 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

13.6 These Terms are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with an Order or its subject matter or formation (including non-contractual disputes or claims).