Terms and Conditions

Terms and Conditions: The British Red Cross Store

Welcome to store.redcross.org.uk.

The following terms and conditions apply to the use of this Website and all orders for the purchase of goods from the store.redcross.org.uk site.

By accessing this Website and/or placing an order you agree to be bound by these terms and conditions set out below. If you do not agree to them, you may not use or access this Website and should leave immediately. You will be asked to tick a box to indicate that you accept the terms and conditions before placing an order.

If you have any questions relating to these terms and conditions, please contact our Customer Service Centre by phone on 0344 89 300 90 or email us at giftshop@redcross.org.uk between 8am and 8pm Monday to Friday and 9am to 6pm Saturday and Sundays excluding bank and public holidays in England and Wales. Please note that all calls to our Customer Service Centre will be charged at the national call rate (BT users only, other network charges may vary).

If you proceed with a purchase of goods from this Website, we advise you to print off and keep a copy of these terms and conditions for your records.

The British Red Cross and its trading subsidiary Britcross Ltd will use your personal details to give you the products, services or information you have requested, and to comply with our financial obligations and the law. To do some of this, we may need to share your details with agencies working on our behalf, but we will never share your details with any other third party for the purpose of direct marketing. 

These terms and conditions do not affect your statutory rights.


"Conditions” means these terms and conditions;

“Consumer Contracts Regulations” means The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013;

"Model Cancellation Form" means the model cancellation form of the Consumer Contracts Regulations, included at the back of these Conditions;

“Product(s)” means the product(s) displayed for sale on the Website;

“Personal details” means the details provided by you on registration; 

“We/us” means The British Red Cross Society (a body incorporated by Royal Charter and registered in England and Wales (RC000070) with Companies House and a registered charity in England and Wales (number 220949), Scotland (number SC037738) and Isle of Man (0752) whose national headquarters is at UK Office 44, Moorfields, Moorgate, London, EC2Y 9AL and/or Britcross Limited (a company incorporated in England and Wales (number 00932598) whose registered office is at 44 Moorfields, London, EC2Y 9AL (Britcross Limited is a wholly owned subsidiary of The British Red Cross Society and trades only to raise funds for its parent charity's charitable objectives. Its net profits are gift aided to the charity);

“You” means a user of this Website;

“Website” means the website located at store.redcross.org.uk or any subsequent URL which may replace it; and “UK” means England, Wales, Scotland and Northern Ireland.



Use of the Website


You are provided with access to this Website in accordance with these Conditions and any orders placed by you must be placed strictly in accordance with these Conditions.

Online shopping and registration

We have taken great care in presenting the Products on our Website as accurately as possible. However, the images you see will depend on your monitor’s display and colour capabilities. We are therefore unable to guarantee that the Product images you see are an accurate representation of the actual merchandise.

By submitting an order to us through our Website, you represent and warrant that the payment details provided on your order are valid and correct, and that when your order is accepted and processed by us, payment will be made in full.  If the billing details for your order are the same as your delivery address details, by placing an order on the Website you confirm that you are the person referred to in the delivery address details. Otherwise, by placing an order, you confirm that you are the person referred to in the billing details. You agree not to impersonate any other person or entity or to use a false name or a name which you are not authorised to use.

You warrant that the Personal details which you are required to provide when you register as a customer are true, accurate, current and complete in all respects; you further warrant that you are legally capable of entering into binding contracts; that you are over 16 years of age and that you are resident in the UK (including the Channel Islands and Isle of Man) and that you will notify us immediately of any changes to your Personal details by contacting our customer service centre.

Visitors under the age of 16 should not register with this Website or submit any information to us though they may visit and browse it.


You agree fully to indemnify, defend and hold us, and our officers, directors, trustees, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing this Website using your Personal details.

Our rights

We may change this Website and correct or update information (including Product information) on it at any time without notice. Except in relation to the company details provided for The British Red Cross Society and Britcross Limited and any description of Products from our Website (except where those descriptions have been provided to us by a third party), we do not guarantee and are not responsible for the accuracy of any information provided on the Website. We do not represent or warrant that the material contained in the Website, any of the functions of the Website and the server will operate without interruption or delay or will be error-free, free from defects, viruses or bugs or compatible with any other software or material. Accessing the Website is entirely at your own risk. You must not transmit through or to our Website any defamatory, threatening, obscene, distressing, harmful or pornographic material or material which may infringe upon the rights of others (including intellectual property rights, rights of confidentiality or rights of privacy) or which does not comply with all relevant laws.

We reserve the right to:

Privacy Policy

See link to our Privacy policy.

Purchase of Products


Contract creation and electronic contracting

The technical steps required to create the contract between you and us are as follows:

We will send to you a timed and dated acknowledgement email detailing the Product(s) you have ordered. Please note this is not an order confirmation or order acceptance from us.

Non-acceptance of an order may be as a result of one or more of the following:

If an order is not accepted you will be notified by email. If the Product you have chosen is not available or not expected to be in stock for over 30 days, we will not substitute it with another Product, but recommend instead that you choose an alternative or try again in a few weeks.

All prices on this Website are in £Sterling and may change at any time. All prices are shown inclusive of VAT at the current rate. The price you will pay is the price shown at the time of your order, unless we inform you of a pricing error. In the case of a pricing error your contract will be cancelled and we will not process  your order, but will endeavour to inform you as soon as we can.  Offers or discounts may be withdrawn by us at any time.

Legal ownership and passing of risk

Please note that we take payment for the Product(s) you have ordered when they are dispatched.  The legal ownership of the Product(s) will pass to you at the time that the Products(s) are received by you or a person designated by you as the recipient.


The contract will be concluded in English. The details of your specific contract will not be filed by us. If you require any information regarding an order you have placed with us, please email or telephone the Customer Service Centre at giftshop@redcross.org.uk or telephone 0344 89 300 90.

Identification and correction of input errors

If you are buying Product(s) from us, we will ask you to confirm that your order is correct before you proceed to the checkout. If it is not correct, you can revisit your order and correct the mistake before confirming and submitting your order to us. It is your responsibility to ensure that your order is correct before submitting it to us.

Contract Cancellation under the Consumer Contracts Regulations

Please note that you are entitled to cancel this contract if you wish provided that you exercise your right no longer than 14 days after the day on which you or a person designated by you as the recipient, receive your Product(s).

If you wish to exercise your right to cancel this contract please call 0344 89 300 90 or use the Model Cancellation Form, below.

If you wish to exercise your right to cancel this contract under the Consumer Contracts Regulations after your order has already been dispatched, we will refund the original purchase price and delivery charge, provided that you have notified us by telephone or email within 14 working days after the day on which you or a person designated by you as the recipient receive(s) the Product(s), and that you have taken reasonable care of the Product(s) and not used them. Please follow the procedure set out in our Returns procedure below.

Please note that your right to cancel the contract under these Regulations does not apply to Products which fall into the following categories unless they are faulty:

Other Products which cannot be returned

In addition to the Products to which the Regulations do not apply and which cannot be returned unless they are faulty, in the case of the following items, in view of their nature, we regret that we cannot accept returns of the following Products once they have been opened, unless they are faulty:


Please see delivery information.

We will endeavour to dispatch the Product(s) within the time specified on the Website on the relevant Product page. Please allow up to 30 working days excluding bank or public holidays in England and Wales from the dispatch date for the Product to reach you.

Please note that deliveries to the Highlands and Islands, Channel Islands, Isles of Scilly, and Isle of Man may take longer.

We deliver to all parts of the UK, as well as to the Channel Islands and Isle of Man. Post and packing charges are as stated on the Website throughout the UK, Channel Islands and Isle of Man. For other orders outside these areas please contact the Customer Services Centre on 0344 89 300 90 or email giftshop@redcross.org.uk.

Payment methods

We accept payment by all debit/credit cards except Diners Card and American Express. We cannot accept payment by cheque for orders made online.

Returns procedure  

We hope you will be pleased with your purchase.  Should you wish to return anything bought from us, we will be happy to refund the price of or exchange a Product provided it is in fully resaleable condition with any labels/tags still intact and as far as possible, in its original packaging. If we find that the Product has not been returned to us in a fully resaleable condition, we reserve the right to refuse a refund or exchange on the item. Please note that we are unable to refund or exchange Products which were specially adapted to your requirements unless they are faulty, damaged or do not meet the description we made.

Returns should be made by you within 14 days after the day that you inform us of your decision to cancel and as far as possible in original, undamaged packaging. 

If the Product is faulty, damaged, or does not meet the description we made, we will refund the cost of returning the Product and your original delivery charge.

If the Product is simply unwanted, you will bear the cost of returning the Product to us and we will not refund your original delivery charge, unless you have exercised your right to cancel the contract under the Consumer Contracts Regulations.

We will not refund any amount beyond the costs of the least expensive, standard delivery we offer.

Refunds will only be made once we have received (a) the Product(s) being returned; or (b) evidence of its return, if earlier. Refunds will be made within 14 days after the day return/evidence of return.

Returns can be made by sending the Product(s) back to the dispatch address specified on the dispatch note included within your delivery. Please follow the return instructions on the dispatch note.

Your statutory rights are unaffected.

Our retail shops are unable to accept Returns of online or mail order products.


When you place your order you are automatically connected to our secure server using SSL encryption technology. This ensures that the information you send cannot be read by anyone apart from our staff, and relevant staff from our ecommerce suppliers Mosaic Fulfilment Solutions Ltd.

To check you are in a secure area of our site please look at the bottom or top of your browser and you will see a closed padlock. When submitting your order you are confirming your wish to purchase goods and allowing store.redcross.org.uk to use your Personal details for the purpose of supplying goods.


Privacy policy

Please see our Privacy policy.

Intellectual property and right to use and Copyright

You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Website shall belong and remain at all times to us or our licensors. You are permitted to use this material only as expressly authorised by us or our licensors.

You acknowledge and agree that the material and content contained within the Website is made available for your personal non-commercial use only and that you may (if necessary to make a purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Website is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

The contents of this site are the property of The British Red Cross Society and/or Britcross Limited and are protected by the UK and international copyright laws. These contents include but are not limited to the following: web site design, graphics, text, visual clips, audio clips, logos and button icons, including the selection and arrangement of them. ALL RIGHTS RESERVED.

Permission is granted to copy the Conditions electronically and to print in hard copy for the purpose of placing an order. Any other use of this Website, without the prior permission of The British Red Cross Society/Britcross Limited is strictly prohibited. The following is therefore expressly forbidden unless written consent has been given: reproduction for any other purpose than that referred to above, modification, distribution, transmission, broadcast republication, downloading or uploading of any part of this Website.

Compliance with laws

The Website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the Website and any transactions conducted on or through the Website.

Restrictions on liability

While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The Website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the Website, or any transaction that may be conducted on or through the Website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.

To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract cancellation rights under the Consumer Contracts Regulations.

Please note that neither we nor any of our agents, affiliates, directors, trustees, employees or other representatives will be liable, in contract or tort (including, without limitation, negligence) or for pre-contract or other representations (other than fraudulent misrepresentations) or otherwise out of or in connection with the Conditions for:

Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our agents or employees.


If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.


No waiver by us shall be construed as a waiver of any preceding or succeeding breach of any provision.


Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.

Entire agreement

These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what we and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation except where expressly made by a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your statutory rights are not affected by the Conditions.


Third Party Rights

A person who is not a party to these Conditions shall have no right under the Contract (Rights of Third Parties) Act 1999 to enforce any term of these Conditions, but this shall not affect any right or remedy of a third party which exists or is available apart from that Act.


The Website is controlled and operated in the UK. The Conditions and all matters connected with any order you place in our Website shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.



If you have any complaint about this Website or any of the Products we provide, you should contact our customer service department on the number above and we will try and resolve it as soon as possible.  However, if we have a dispute regarding your use of the Website or these terms and conditions, the courts will use English law to determine that dispute.  If you wish to take legal action against us, as we are a UK company you should do so in the English courts only.

European Online Resolution platform

The European Commission has established a web-based platform to allow consumers to submit a contractual dispute arising from the purchase of goods and services. Further information about this mechanism for resolving disputes can be found here.


VAT Group Registration Number

The Group VAT registration number for both The British Red Cross Society and Britcross Ltd is 706 9262 27.


Copyright The British Red Cross Society/Britcross Ltd, July 2011


Model Cancellation Form

To the British Red Cross/BritCross

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*).

Ordered on (*)/received on (*).

Name of consumer(s).

Address of consumer(s).

Signature of consumer(s) (only if this form is notified on paper).


(*) Delete as appropriate.



Copyright The British Red Cross Society/Britcross Ltd, July 2011