Terms of service

Terms & Conditions

Last updated: September 2026

These Terms & Conditions apply to your use of the RSPCA North Wiltshire and Newbury District website and online shop.

By using this website or placing an order through our online shop, you agree to these Terms & Conditions. Please read them carefully before using the website or placing an order.

1. About us

This website and online shop are operated by RSPCA North Wiltshire and Newbury District Trading Limited in support of the work of RSPCA North Wiltshire and Newbury District Branch.

The Branch is an independently registered local RSPCA branch serving communities across North Wiltshire and West Berkshire.

References to “we”, “us” and “our” in these Terms & Conditions refer to RSPCA North Wiltshire and Newbury District Trading Limited.

2. Using our website

You agree to use this website lawfully and responsibly.

You must not:

  • Use the website for any unlawful or fraudulent purpose.

  • Attempt to gain unauthorised access to the website or its systems.

  • Interfere with the operation or security of the website.

  • Copy, reproduce or use website content for commercial purposes without our permission.

  • Introduce viruses, malware or other harmful material.

We reserve the right to restrict or suspend access to the website where we reasonably believe that it is being misused.

3. Information on our website

We make reasonable efforts to ensure that information on our website is accurate and up to date. However, information may occasionally contain errors, omissions or outdated information.

We reserve the right to correct errors, update information and make changes to our website, products and services at any time.

We do not guarantee that the website will always be available, uninterrupted or free from errors.

4. Products

We aim to ensure that product descriptions, photographs, prices and other information displayed in our online shop are accurate.

However, colours and appearance may vary depending on your device or screen settings.

Some of the products we sell may be unique, handmade, vintage, donated or otherwise individual items. Where this is the case, minor variations, signs of previous use or imperfections may be present and will be described in the product listing where relevant.

Product availability is subject to change and products may sell out without notice.

5. Prices

All prices displayed on our website are in pounds sterling (£).

Where applicable, prices include VAT at the prevailing rate.

Delivery charges, where applicable, will be displayed before you complete your purchase.

We reserve the right to change prices at any time. Changes will not affect orders that we have already accepted, except where there has been an obvious pricing error.

6. Placing an order

When you place an order through our online shop, you are making an offer to purchase the products selected.

After placing an order, you should receive an acknowledgement confirming that we have received your order.

An acknowledgement of your order does not necessarily mean that your order has been accepted.

Your order is accepted when we confirm that the products have been dispatched or otherwise confirm acceptance of your order.

If we are unable to fulfil your order, we will contact you and, where you have already paid, arrange an appropriate refund.

7. Payment

Payment must be made using one of the payment methods available at checkout.

Payments are processed securely through our payment providers. We do not normally have access to your full payment card details.

If a payment is declined or cannot be processed, we may be unable to fulfil your order.

8. Delivery

We will provide information about available delivery options and any applicable delivery charges at checkout.

We aim to dispatch orders within the timeframe stated on the website or at checkout. Delivery times may vary depending on the delivery method and circumstances outside our reasonable control.

If your order is delayed or appears not to have arrived, please contact us so that we can investigate.

You are responsible for providing an accurate delivery address. We cannot accept responsibility for delays or additional costs resulting from an incorrect or incomplete address supplied when placing your order.

9. Click & collect and collection arrangements

Where a collection option is offered, details of the collection location and arrangements will be provided at checkout or in your order confirmation.

Please bring your order confirmation and any information reasonably required to verify the collection.

If you are unable to collect your order within the stated collection period, please contact us to discuss alternative arrangements.

10. Returns and refunds

Your rights to cancel an order, return goods or receive a refund depend on the circumstances and the type of product purchased.

For eligible online purchases, consumers generally have cancellation rights under the Consumer Contracts Regulations 2013, subject to applicable exceptions.

Details of our returns and refund arrangements are provided in our Refund & Returns Policy.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

11. Faulty, damaged or incorrectly supplied goods

If you receive an item that is faulty, damaged or materially different from the description provided, please contact us as soon as possible.

We will assess the issue and, where appropriate, offer a repair, replacement, refund or other remedy in accordance with your statutory consumer rights.

If an item arrives damaged, please contact us promptly and, where possible, provide photographs of the damage and packaging to help us investigate the issue.

12. Donated, vintage and pre-owned goods

Some items sold through our shop may be donated, pre-owned, vintage or one-of-a-kind items.

Where an item's condition differs from that normally expected of a new product, we will aim to make this clear in the product description.

The sale of pre-owned or donated goods does not remove your statutory consumer rights.

13. Promotional offers and discount codes

From time to time, we may offer promotional codes, discounts or special offers.

Unless otherwise stated:

  • Promotional offers are subject to availability.

  • Only one promotional code may be used per order.

  • Promotional codes cannot be exchanged for cash.

  • We reserve the right to withdraw or amend a promotion where necessary.

Specific terms may apply to individual promotions and will be provided alongside the relevant offer.

14. Competitions and prize draws

Where we operate competitions or prize draws, separate terms may apply.

The terms and conditions applicable to a particular competition or prize draw will be provided with the relevant promotion.

We reserve the right to amend or withdraw a competition or prize draw where reasonably necessary.

15. Intellectual property

Unless otherwise stated, the content of this website, including text, photographs, graphics, logos and other material, belongs to us or is used with permission.

You may view and use the website for your personal, non-commercial purposes.

You must not reproduce, modify, distribute, republish or commercially exploit website content without our prior written permission, except where permitted by law.

16. Links to other websites

Our website may contain links to websites operated by third parties.

These links are provided for convenience and information. We do not control and are not responsible for the content, availability, security or privacy practices of third-party websites.

Visiting a third-party website is subject to that website's own terms and policies.

17. Donations

Where you make a donation through our website, the donation is intended to support the charitable work of RSPCA North Wiltshire and Newbury District Branch unless the donation information specifically states otherwise.

Donations are separate from purchases made through our online shop.

Where donations are processed through a third-party payment or fundraising platform, that provider's terms and policies may also apply.

18. Limitation of liability

Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.

Subject to this, we are not responsible for losses that could not reasonably have been anticipated at the time you used the website or placed an order, or for losses arising from circumstances outside our reasonable control.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.

19. Events outside our control

We will not be responsible for delays or failure to perform our obligations where this results from circumstances beyond our reasonable control.

This may include events such as severe weather, natural disasters, industrial disputes, interruptions to telecommunications or internet services, failures of third-party delivery services, or other circumstances that we could not reasonably prevent.

Where such circumstances affect an order, we will take reasonable steps to keep you informed.

20. Privacy

Our use of your personal information is explained in our Privacy Policy.

By using our website, you acknowledge that personal information will be handled in accordance with that policy and applicable UK data protection law.

21. Changes to these Terms & Conditions

We may update these Terms & Conditions from time to time.

Any changes will be published on this page and will take effect from the date stated at the top of the updated Terms & Conditions.

The Terms & Conditions that apply to an order will be those in force when the order is accepted.

22. Governing law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes arising in connection with these Terms & Conditions will be subject to the jurisdiction of the courts of England and Wales, subject to any rights you may have as a consumer to bring proceedings elsewhere under applicable law.

23. Contact us

If you have a question about these Terms & Conditions, an order, a product or our online shop, please contact us using the contact details provided on our website.

RSPCA North Wiltshire and Newbury District Trading Limited

Website: rspcanorthwilts.org.uk

RSPCA North Wiltshire and Newbury District Branch CIO, Unit 6 Clearwater Business Park, Frankland Road, Blagrove, Swindon, SN5 8YS. Company Number 14615658. 01793 640136. Info@rspcanorthwilts.org.uk 

Related policies

Please also see:

These policies form part of the information provided to customers when using our website and online shop.