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Returns and refunds

How do I return an item?

We would like you to be happy with your purchase but if there’s something wrong with your item and you would like your money back or to exchange an item, please tell us within 30 days of receiving your order (subject to the exceptions below).

 

Email us at web@mildmay.org providing details of your order to allow us to identify your purchase.

Please return products by packing them securely (in the original packaging where possible) with a copy of your receipt and customer advice note to:

Returns
Charity Office
Mildmay Mission Hospital

London

19 Tabernacle Gardens
London

E2 7DZ

Unless returning an item due to a fault, you will have to bear the direct cost of returning the goods. Please retain the proof of postage when returning your items.

 

Cancelling your order

Please note that if you are not happy with your item for any other reason and would like your money back or to exchange an item, you also have a right to cancel your order (subject to the exceptions below) within 14 days after the day on which you receive your order. More information on your right to cancel can be found in the “Cancelling your order” section of our website supply terms.

 

When will I receive a refund or replacement?

a) Purchased Items
Once we receive the relevant item(s) back and agree there is a problem with it, we will:

  1. refund the sums paid for the item including delivery costs (up to the amount charged for the least expensive kind of delivery service we offer); or

  2. supply a replacement (where we have the relevant item in stock)
     

b) Suggested donation items
For any items for which you made a donation, we will:

  1. refund the delivery charges that you paid (up to the amount charged for the least expensive kind of delivery service we offer); or

  2. send a replacement

when you inform us that you wish to return or exchange the items, unless we ask you to return the items to us in which case we will reimburse you or send a replacement upon receipt of the items.

Please note that we cannot offer a refund for any item where a suggested donation was made at the time the item was ordered as this is an optional payment and not a payment for the item.

 

Mildmay Mission Hospital is only permitted to return donations in limited circumstances if we can establish the making of the donation was a genuine mistake or there are other legal grounds for returning the donation.

 

What items are excluded from the returns and refunds policy?

Please note that we cannot exchange or refund the following items:

  • pierced earrings and pierced body jewellery

  • food

  • goods listed as donated, unless there is a fault that was not listed by us in the product description

  • personalised goods

  • clearance items reduced to half price or less