Terms & conditions
General terms and conditions
Place of registration/office address:
190 Bagnall Road
Headway - the brain injury association is registered with the Charity Commission for England and Wales (Charity No 1025852) and the Office of the Scottish Charity Regulator (Charity No SC 039992). Headway - the brain injury association is a company limited by guarantee registered in England number 2346893.
All material accessible on this Website is protected by copyright. You may view Website pages on screen and may print or download extracts of them for your own personal use or for use by others within your organisation.
You may supply a copy of any such extract to any third party provided that:
(a) the extract is for their own personal use;
(b) the extract is not supplied as part of or incorporated in another work, website or publication;
(c) the extract is not supplied either directly or indirectly in return for commercial gain; and
(d) the third party is made aware that the source of the copy is this Website and that these terms and conditions apply equally to them.
No part of this Website may be reproduced, transmitted to, or stored on any other website or in any other form of electronic medium without our express written consent.
Availability of the Website
We will use our reasonable endeavours to provide you with a prompt and continuing service. We do not, however, warrant that the service it provides will continue uninterrupted or without delay or that it will remain unchanged. In particular we reserve the right to bring the Website down as and when necessary for the purposes of maintenance.
Content of the Website
Whilst we will use our reasonable endeavours to ensure that the information contained in the Website is correct and reliable, no warranty, either express or implied, is given as to the accuracy or completeness of that information.
The Website contains hypertext links to a number of websites owned, operated and controlled by third parties. We have has no control over or proprietary interest in any of these websites and, as such, make no warranties with regard to the quality, security, accuracy or any other aspect of such sites, and exclude any and all liability arising from use of the same.
The Website contains content and services ("Third Party Services") owned, operated, controlled or provided by third party service providers ("TSPs") and not by us. Where appropriate the provision of any Third Party Services to you by any TSP shall be on the terms and conditions of the relevant TSP. It is your responsibility to make yourself aware of such terms and conditions. We exclude any and all liability arising from the provision of any Third Party Services to you by any TSP and your only remedy for failure to provide such Third Party Services is against the relevant TSP.
Usernames and Passwords
If you set up an account with us to access and use the Website and the services that it offers (an “Account”), we may specify or ask you to specify a user name or password to access and use your Account.
You will be responsible for any use of your Account (whether or not by you), for logging out of your Account after you have finished using it and for keeping your usernames and passwords confidential.
To change your username and/or password follow the instructions in your Account or email us at the address set out above. If you forget your username and/or password, you may email us at the address set out above and we will email your username and password to the email address specified in your Account.
We reserve the right to close or suspend your Account without notice if you are in breach of these terms. We also reserve the right to close or suspend your Account at any time for any other reason, but will use reasonable endeavours to notify you as soon as reasonably possible before doing so.
While every effort is made to ensure that any enquiry you submit is dealt with promptly, we cannot guarantee that your query will always be dealt with within the timescale you require. If your enquiry is submitted to a TSP then we will not necessarily read or see your enquiry. We cannot guarantee complete confidentiality and recommend that you do not include sensitive information, or information which could be classed as a trade secret, via the internet.
To place your order follow the steps set out on the Website.
The appearance of the products on our website is an invitation to you to make an offer to purchase them by placing an order with us. We have the right to refuse any orders and no contract will subsist between you and us unless and until we accept your order.
Acceptance of an order will be deemed complete and effectively communicated to you when we send you an email accepting your order (whether or not you receive that email). An automated email acknowledging receipt of your order will not be treated as acceptance of your order.
The products on our website are subject to availability. If we accept your order for any products (“Products”) but do not supply those Products to you for any reason, we will not charge you for those Products and will refund any money already paid for them. However we will not be responsible for compensating you for any other losses which you may suffer if we do not supply the Products.
Price of the products and payment
The prices for the Products and any delivery charges are as set out on our Website and are stated in UK Pounds Sterling. These prices include applicable sales tax and duty.
Whilst we try to ensure that these prices are accurate, mistakes may sometimes occur. If we discover a mistake in the price of the Products we will contact you as soon as possible and give you the option to either re-order the Products at the correct price or to cancel your order. If we cannot contact you we will treat the order as having been cancelled. If the order is cancelled we will not charge you for those Products and will refund any money already paid for them.
Any promotional codes/discounts must be entered before the order has been placed. We are unfortunately unable to apply discounts after the order has received.3.2.4 The cost of any order must be paid by you before delivery by a credit or debit card acceptable to us.
Delivery of the Products
Where our postage service allows, we will deliver Products to addresses outside the United Kingdom and Channel Islands, however we have the right to refuse any orders for delivery of Products to delivery addresses outside these territories.
We will deliver the Products to you at the delivery address given in your order in accordance with the delivery options set out on the Website and selected in your order. Timescales for delivery will be calculated from the date that payment is made by credit or debit card.
However, because delay is sometimes outside of our control, time of delivery will not be of the essence. As such we will not be liable for any losses, costs, damages, charges or expenses caused by any delay in delivering the Products to you.
We will use our reasonable endeavours to let you know as soon as reasonably possible if we are unable to deliver all or any part of your order for any reason.
We reserve the right to deliver your order in installments, and if the order includes matching sets we reserve the right to wait until the whole of that set is ready for delivery. If we chose to do so we will not charge you any additional delivery costs for that order.
If you have not received the Products within 28 days you may contact us by email quoting your order reference number and cancel that order. If the order is cancelled we will refund any money already paid for that order.
Your right to return the Products
You may return Products to us and we will give you a full refund of the purchase price actually paid provided that:
(a) in the case of Products sold to you as part of a sale, special offer or sales promotion, you return them (and any associated products included as part of that , special offer or sales promotion, such as free gifts) to us in their original condition and packaging, unworn, unused and unwashed within 14 days after the date that you received them; and
(b) in the case of any other Products sold to you, you return them in their original condition and packaging, unworn, unused and unwashed within 28 days after the date that you received them.
You may return any defective Products to us and we will, at your option, either replace the defective Products or give you a full refund of the purchase price actually paid and the delivery charge as recorded on your invoice in respect of such defective Products (subject to you providing us with a receipt of these charges) provided that:
(a) in the case of Products sold you as part of a sale, special offer or sales promotion, you return them (and any associated products included as part of that, special offer or sales promotion, such as free gifts) within 14 days after the date that you received them; and
(b) in the case of any other Products sold to you, you return them to us within 28 days after the date that you received them.
Products that you return to us must be sent to our address set out above, and may not be sent or returned to any stores or other premises operated by us. Products that you return to us should be accompanied by a document clearly stating your full name, address and account details.
In line with distance selling laws; should you wish to send something back to us, please notify us in writing (via post or email) within 14 days of receiving the product/s. Unfortunately we cannot accept requests via telephone. You will be required to return the goods within 14 days of cancellation. Headway will reimburse all payments (with the exception of non-standard delivery costs) within 14 days of receiving the goods. If notification is received after 14 days, we will refund the delivery charge, but only if the goods are deemed damaged or faulty.
If you have kept some of the items from your order and returned others, we’re afraid we cannot refund your postage costs.
Please note that refunds will be processed only via original method of payment.
If you have used a gift voucher/card and return part of your order, we will refund the value of the item to the gift card first and refund any outstanding balance to your credit/debit card.
This does not affect your statutory rights.