Refund policies

At Sue Ryder our supporters are incredibly important to us. Without your help, we simply wouldn’t be able to help the people who need us – or carry on providing and developing the expert palliative and bereavement care services that so many depend on.

We, in common with all registered charities, are constrained by charity law, which means that we are only able to refund a donation in certain prescribed circumstances. If you believe that a donation you have made should be refunded, please contact us.

Donations arising from a sponsored event are not dependent on the supporter concerned completing the event and so cannot be refunded if the event or challenge is not completed.

We truly appreciate your donations and support and recognise that there may be an occasion when you need to speak to one of our Supporter Care Team to discuss your donation.

Please email us at supportercare@sueryder.org or give us a call on 0808 164 4572.

If you are not satisfied with any item purchased, please return the goods to us in the condition in which they were purchased, with the original till receipt and valid price ticket attached, ‘within 30 days’ and we will offer an exchange or refund. Refunds on furniture are at the Manager’s discretion and we reserve the right to make a charge should the item require collection. This does not affect your statutory rights.

The Consumer Rights Act 2015 determines the statutory rights of a consumer in respect of refunds and these rights are as follows. A consumer may be entitled to a refund, replacement, repair and/or compensation where goods are faulty or not as described, or where the seller had no legal right to sell the goods in the first place. Consumer statutory rights apply to goods sold in charity shops as they do elsewhere.

However, second-hand goods may not be perfect and could be showing signs of fair wear and tear rather than being faulty and we would clearly not be responsible for that. The key point is that our customers should know what they are buying, what it is for and what condition an item is when sold. It is therefore important that if something being sold is faulty, this must be made clear to the customer by way of a label or notice.

Where a consumer has bought something in the wrong size, or they have changed their mind, or an item is an unwanted gift, there is normally no legal right to return those goods.

As Sue Ryder seeks to acquire and maintain goodwill with all our customers, it is our policy to offer refunds on request and with a smile provided the following criteria are met:

1. the item is returned within 30 days (but see below regarding New Goods)
2. the item is returned in the same condition as when purchased
3. the original receipt is produced
4. the price ticket is still attached to the item (but see below re New Goods).

While New Goods that have proved to be faulty in operation will still require a receipt to be produced to verify purchase/ownership, we may well have to waive the 30 day period and the need for the price ticket to still be attached.

Sales made by cash should be refunded in cash (however, because of the limited amount of cash held in the shops, if it is for a large amount, if the customer expressly agrees, a refund will be offered back to the customer’s credit/debit card or by cheque, which will be sent to the customer from the finance department).

Sales made by credit/debit card need to be refunded back to the customer’s credit/debit card.

The customer will be required to sign the refund receipt and provide their name, house number and postcode. These are required for Sue Ryder to authenticate the transaction and prevent fraudulent activity. These details will only be used for this reason, and kept no longer than 6 months, for internal audit purposes

If you would like to get in touch with one of our Sue Ryder charity shops about a refund, you can search for their contact details in our shop listings.