The following terms and conditions apply to all orders for the purchase of goods from anaphylaxis.org.uk
You may only place an order for goods if you agree to these terms and conditions. By placing an order you are deemed to have accepted these terms and conditions as governing your order.
This does not affect your statutory rights as a consumer.
Purchasing
When you submit your order you are allowing anaphylaxis.org.uk to use your personal details to fulfil your order. In the event of there being a problem with your order we will communicate with you via e-mail, telephone or letter.
The supply of goods from this site is subject to availability and it is not always possible for us to inform you at the time you place your order whether the goods you want are still available for purchase. In this case a carefully selected alternative or a full refund may be sent.
Packing & Postage Charges
Package and UK postage costs are included in the price of all online shop goods, with the exception of Christmas Cards, where postage costs vary according to the number of packs purchased. For all non-UK purchases an additional charge of £3 is made for deliveries to the EU and £6 for all non-EU deliveries. These costs are shown at Checkout, before a commitment to payment is made.
Damaged or Faulty Goods
In the event that any product purchased proves to be unsatisfactory in use due to defective workmanship or faulty material, you can return them to us for a replacement or full refund. Please telephone 01252 546100 and advise our staff.
Returns to:-
The Anaphylaxis Campaign
1 Alexandra Road
Farnborough
Hants
GU14 6BU
Your statutory rights are not affected.
Copyright
The contents of this site are the property of The Anaphylaxis Campaign 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 thereof. ALL RIGHTS RESERVED
Permission is granted to electronically copy 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 Anaphylaxis Campaign is strictly prohibited. The following are therefore expressly forbidden unless written consent is given: reproduction for any other purpose than those referred above, modification, distribution, transmission, broadcast republication, downloading or uploading of any part of this website.
The Information Standard’s member logo
The Anaphylaxis Campaign shall hold responsibility for the accuracy of the information they publish and neither the Scheme Operator nor the Scheme Owner shall have any responsibility whatsoever for costs, losses or direct or indirect damages or costs arising from inaccuracy of information or omissions in information published on the website on behalf of the Anaphylaxis Campaign
Disclaimers
The Anaphylaxis Campaign provides this website on an “as is” basis and makes no representations or warranties of any kind, express or implied, with respect to this website or the information, content, materials or products contained within it. This includes, without limitation, warranties of merchantability and fitness for purpose.
The Anaphylaxis Campaign does not represent or warrant that the information contained within this website is accurate, complete or current. Prices and availability are subject to change without notice.
The Anaphylaxis Campaign does not necessarily recommend or endorse any specific tests, physicians, products, procedures, opinions, or other information that may be mentioned in this Site.
The views or opinions expressed regarding any specific tests, physicians, products, procedures, opinions, or other information do not necessarily represent those of the Anaphylaxis Campaign.
Links Policy
The Anaphylaxis Campaign encourages links to our Site where such links would help communicate valuable information to people at risk of severe allergies, the food industry, the pharmaceutical industry, healthcare professionals and other interested parties.
The Anaphylaxis Campaign logo may not be used without prior written permission. We reserve the right to request the removal of any link. A link to the Site must not be used to imply Anaphylaxis Campaign endorsement of third party sites, related products or services.
Charity Details & Address
The Anaphylaxis Campaign
P.O. Box 275
Farnborough
Hants
GU14 6SX
For any queries or complaints about goods or services please contact us at the above address.
You can also telephone us on 01252 546100
Office Hours
9.00am – 5.00pm Monday to Friday
Security
When you place an order with us the order is processed via the HSBC Secure ePayments system.
When submitting your order you are confirming to purchase goods and allowing The Anaphylaxis Campaign to use your personal details for the purpose of supplying goods.
Data Protection
We protect details of customers as required by UK Data Protection Acts 1984 and 1988, we follow strict security procedures in disclosure of information that you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose information to you.
We advise you to print and keep a copy of these terms and conditions for your records.
Privacy
Read our Privacy & Cookies policy here
Our privacy and cookies policy explains how the Anaphylaxis Campaign will collect, use, keep, share and protect your personal data.
Feedback Policy
We welcome feedback from our members and people who use our services or work with us to achieve the aims of the Anaphylaxis Campaign. Feedback helps us to improve our services and identify better ways to respond to those at risk of anaphylaxis. Read our Feedback Policy here for more information.
Our Other Policies
Read our Ethical Corporate Relationship Policy here
Read our Safeguarding Policy here
Read our Ethical Fundraising Policy here
Read our Social Media Policy here
Complaints Procedure
What is a complaint?
A complaint is an expression of dissatisfaction, either written or spoken. A complaint can be made by an individual or a group. You may wish to complain if you are not satisfied with the service you have received from the Anaphylaxis Campaign, or the way in which you have been treated by our representatives, such as volunteers and staff.
Why is complaining important?
We value your comments and we learn important lessons form the feedback we receive that help us to improve our services.
We promise to respond to all complaints in a professional, consistent and transparent manner and aim to resolve them as swiftly as possible.
You have a right to expect the very highest standards from us. If we don’t meet those standards and you are not satisfied with any part of our services, policies or conduct, you should tell us.
Who can complain?
This procedure is for members of the public who have received any form of service from the Anaphylaxis Campaign.
It does not cover complaints made by Anaphylaxis Campaign staff, volunteers or Trustees, who need to follow agreed grievance, disciplinary or other internal procedures, the details of which are available in the Staff Handbook or Anaphylaxis Campaign policies.
How do I complain?
Stage 1 – Informal
You can raise your concern with anyone in the Anaphylaxis Campaign staff team, by phone, in writing (either by letter or email) or in person.
Anaphylaxis Campaign
1 Alexandra Road
Farnborough
GU14 6BU
Tel: 01252 546100
Email: [email protected]
Once you’ve made contact with us your concern will be logged onto our system and the process will begin immediately. You will be kept informed of progress.
If you are not satisfied with the response you have received at this stage, you should then go to Stage 2, where the complaint becomes formal.
Stage 2 – Formal
Outline the details of your complaint in writing by letter or email to:
The Chief Executive
Anaphylaxis Campaign
1 Alexandra Road
Farnborough
GU14 6BU
Email: [email protected]
If your complaint is about our Chief Executive, then you should address it to the Chair of Trustees, (marked Private and Confidential) and send it to the office at the address above. The Trustees are ultimately responsible for the organisation. If your complaint is about one of our Trustees, then you should address it to the Chief Executive (marked Private and Confidential). The Trustees may engage an independent Advisor to assist them in considering such complaints
Your complaint will be acknowledged in writing (by letter or by email) within seven working days from the date on which it is received). The acknowledgement will tell you:
- The name and contact details of the person who will investigate the complaint
- The date on which the investigation will start
- You will receive a full response within 21 working days from the start of the investigation from the person appointed to investigate the complaint. The response will tell you:
- Details of the investigation
- A decision about whether the complaint was upheld or not
- The reason for the decision
- The redress, if appropriate that will be offered to you e.g., an apology, additional help etc.
- Any other action that may be taken in the light of the complaint
- If it is not possible to provide a full answer to your complaint within 21 working days, the letter/email will outline reasons why and give a date by which a full answer could be expected.
Stage 3 – Appeal
If you are not satisfied with the response to your complaint then outline the reasons for your dissatisfaction in writing (by letter or email), to the Chief Executive (or to the Chair of Trustees if your complaint is about the Chief Executive).
An Appeal panel will be convened to consider your appeal. The panel will normally include a Trustee and the Chief Executive will be responsible for ensuring that the panel is appropriately representative and only includes people who have had no previous involvement in the complaint.
Members of the Appeal panel will:
- Read through the necessary papers
- Speak to relevant individuals involved with the complaint
- Make a final decision
- The chair of the Appeal panel will write to you within 28 days of receiving your appeal to confirm:
- The final decision about your complaint
- The reason for the decision
- The redress if appropriate
- Any action that may be taken in the light of the complaint
- Taking a complaint further
- If, after following this procedure, you wish to take your complaint further, we suggest that you refer to:
The Charity Commission
This is the regulator of charities in England and Wales. You should contact them if you are unhappy with the way that the Anaphylaxis Campaign has dealt with your complaint: https://www.gov.uk/complain-about-charity.
The Fundraising Regulator
If your complaint is about the way in which you have been asked for donations, or the way in which our fundraisers behaved, contact the Fundraising Regulator: https://www.fundraisingregulator.org.uk/make-a-complaint/complaints/