100% of profit helps provide incredible care
Freephone : 0800 917 8123
  • Free standard delivery on orders over £30

  • 10% off your first order- Enter 'New10' at the checkout

  • Express delivery available to mainland UK

Terms and Conditions

Thank you for visiting our website. If you want to use our website or buy products from us you can only do so in accordance with these terms and conditions. Please read these terms and conditions carefully before using this website and/or ordering products from this website.

The Privacy and Security Policy, Contact us, Returns and Cancellations Promise and Delivery & Returns sections also form part of these terms and conditions (together referred to as "Terms") and should be read also.

If you are not happy to be bound by these Terms (note in particular the disclaimers and limitations at term 15) please don’t use or order from our website. If you visit or use the website and/or place any orders, you will be bound by these Terms.

Who are we

Welcome to the website of Sue Ryder Direct Limited (company number 00889743) whose registered office is at 1st Floor, King’ House, King Street, Sudbury, Suffolk, CO10 2ED. Sue Ryder Direct Ltd. is a trading subsidiary of the Sue Ryder charity. For further information about us see the About Us section. For the purposes of these Terms, "we" or "us" or "our" refer to Sue Ryder Direct Ltd and "you" or "your" refer to you the user of this website and/or the customer purchasing products from this website.

Updates

We may change the format and content of the website from time to time. You should refresh your browser each time you visit the website to ensure that you access the most up to date version of the website.

Please note that we may change these Terms at any time without prior consultation, in which case the amended Terms will be posted on this website. The amended Terms will apply from the date we post them on the website, with the exception that any orders that we have already accepted from you before the new Terms are posted will continue to be subject to the Terms in force when your order was accepted. Please check these Terms on each occasion you use the website. If you continue to use our website you will be bound by the latest Terms.

Accessing and using this website

We reserve the right in our sole discretion to deny any user access to this website or any part of it without prior notice.

You agree to only use this website in a manner that complies with all applicable laws and regulations and is consistent with the Terms and does not infringe the rights of any third party, nor restrict or inhibit their use and enjoyment of this website.

Registration

Please ensure that the details you provide are correct and complete and please inform us immediately of any changes to the information that you provided when registering.

You must make sure that you keep your password confidential. This means that you must not share your password or let anyone else access your account. Always ensure you log out of your account at the end of your session to avoid anyone else using it.

You should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if your password is being, or is likely to be, used in an unauthorised manner. We may disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our opinion you have failed to comply with any of the provisions of these Terms.

Privacy

We take your privacy very seriously and will treat all of your personal information in accordance with all applicable data protection laws in England and Wales. We use, store and process information in accordance with our Privacy and Security Policy. By using our website, you consent to such use, storage and processing. Please read our Privacy and Security Policy.

Ordering Products

Please see the Delivery & Returns section for information on delivery.

All orders that you place on this website will be subject to acceptance in accordance with these Terms.

All orders for products are subject to availability and we reserve the right to refuse to supply to any individual or company.

Sue Ryder is a responsible retailer and as such we will not sell knives, scissors, alcohol or any other age restricted goods to anyone under the age of 18 therefore we require your date of birth if you wish to purchase age restricted goods.

Your submission of an order represents an offer to purchase the products indicated by you, and is not binding on us until we have accepted your order. This means that if a product is shown on the website but becomes unavailable, is incorrectly priced, incorrectly described or if we are unable to arrange delivery to your country or region, we will have no legal obligation to sell you that product.

Shortly after we receive your order, we will send you an acknowledgement via email. This email is issued automatically and does not mean that your order has been accepted.

Acceptance of your order and completion of the contract between you and us will occur at the point at which we dispatch the product to you. Any products on the same order which we have not dispatched to you do not form part of that contract.

If we cannot accept your order for any reason, we will contact you to explain why, and we will re-credit your credit or debit card with the full amount of any sums debited in respect of any part of the order we have not accepted.

We do not file details of your order for you to subsequently access direct from this website, and so please print out these Terms and the order acknowledgement for your own records.

Specifications

All sizes and dimensions of products as indicated on this website are approximate but we make every effort to make sure they are as accurate as possible.

We have made every effort to display as accurately as possible the colours of the images that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.

Price and Payment

Prices of products listed on our website are inclusive of any VAT which may be payable by you. All prices displayed on the website are quoted in UK Pounds Sterling. Delivery charges are quoted separately and the amount of delivery charge payable will be shown as part of the order form before you complete your order. Delivery charges are available in the Delivery section. If the products are to be delivered outside the UK, you will become responsible for any applicable customs duties or taxes in that country.

We reserve the right to change prices listed without giving prior notice.

The price you pay is the price displayed on this website at the time we receive your order except in instances in which an error has occurred in displaying the price. Whilst we make every effort to ensure that all prices on our website are accurate, errors may occur. If we discover an error in the price of products you have ordered we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the products, you will receive a full refund.

We accept credit and debit cards or PayPal payments for orders via this website.

Your credit or debit card details will be encrypted and may be held within our system to help in the event of a problem with your order or if you request a refund.

We will charge your account for payment at the time that the order is dispatched for delivery to you. This may mean that if products are dispatched separately then we will debit your account when each product is dispatched. The delivery charge will be debited on the first charge.

Delivery and Availability

We make every effort to deliver products within the estimated timescales, however delays are occasionally inevitable. If you do not receive your goods within the time quoted, please contact customer services team on 0800 917 8123. If we are unable to fulfil your order for any reason we will notify you of the reason within 5 days and give you the option to cancel your order for a full refund.  Sue Ryder will have no other liability to you in the event of delay in delivery.

All deliveries will be made to you at the address specified by you in the order. We may, at our discretion and expense, deliver parts of your order separately. You will be responsible for the products as soon as they are delivered.

If we cannot deliver the products to you at the address you have specified for any reason (other than when we are at fault), we will notify you and store the products for up to 30 days.

You will become the owner of the products you have ordered when the products have been delivered to you and you have paid in full (whichever is the later).

Cancellations and Returns

Orders may be cancelled and products returned in accordance with our Returns and Cancellations Promise.

Intellectual Property Rights

You acknowledge and agree that all copyright, trademarks and all other intellectual property rights on this website and all photographs, designs, images, text, graphics, software, music, sound, data and other material in this website or generated by this website are owned by us or our licensors.

You are permitted to use this website and this material only as expressly authorised by us or our licensors.

You acknowledge and agree that the material and content contained within this website is made available for your personal non-commercial use only and that you may only use and download such material and content for the purpose of using this website as a shopping resource. You further acknowledge that any other use of the material and content of this website is strictly prohibited and you agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content. In particular, material in this website may not be incorporated in any other work or publication, whether in hard copy or electronic form and commercial use or publication of any material on this website is strictly prohibited.

The photographic, text and other graphic images within any products supplied to you are copyright works and none of them may be copied, reproduced, licensed or otherwise exploited.

The Sue Ryder name and logo are registered trademarks of Sue Ryder. Other logos and names used on this website may also be the trademarks of Sue Ryder or their respective owners. No permission is given by us in respect of the use of any such trademarks, names or logos and such use may constitute an infringement of the holder's rights.

Disclaimers and Limitations

The products which are sold via this website have been designed to comply with the statutory legal requirements and relevant safety standards of the United Kingdom. We can therefore make no representation or warranty that any product provided via or referred to in this website is compliant with health, safety or other legal requirements which apply outside the United Kingdom or are otherwise suitable for use outside of the United Kingdom. You may not access this website from countries where their contents are illegal or unlawful. If you do access this website from locations outside the United Kingdom, you do so on your own initiative and are responsible for compliance with local laws.

We may make changes to the material on our website, or to the products and prices described in them, at any time without notice.

We take every reasonable care to ensure that all orders, donations and subsequent transactions are conducted via a secure link. However, the security of information and payments transmitted via the Internet cannot be guaranteed and as we are not responsible for the operation of the secure link we will not, except so far as Sue Ryder have acted negligently, be liable for any loss you may suffer if a third party obtains unauthorised access to any information you provide.

Links

Our website may contain links to third party websites. Such links are provided for your convenience only. We do not necessarily control such websites and are not responsible for their contents. The mere inclusion of such links does not imply any endorsement of the material on those websites or any association with their operators. If you decide to access any of the third party websites linked to or from our website, you do so entirely at your own risk. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages.

Severance

If any of these Terms should be determined to be illegal, invalid or otherwise unenforceable by reason of the laws of any state or country which apply to these Terms, then to the extent (within that jurisdiction) that the Term is illegal, invalid or unenforceable, it shall be severed and deleted from these Terms and the remaining terms shall survive, remain in full force and effect and continue to be binding and enforceable.

Waiver

If you breach these Terms and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these Terms.

Law, Courts and Language

These Terms, use of this website and the supply of products by us are governed by and to be interpreted in accordance with English law. In the event of any dispute arising in relation to these Terms, use of this website or in relation to the supply of any products by us the English courts will have jurisdiction over the dispute. These Terms and this website are provided in the English language only.

These Terms do not affect your statutory rights as a consumer. For information about your statutory rights visit the Department of Trade and Industry's Consumer Gateway website at http://www.consumerdirect.gov.uk.

If you have any questions relating to these Terms, please e-mail us direct at sales@sueryder.org or call our Customer Services team on 0800 917 8123.

If you have shopped with us before, please quote your unique customer number on the email. This can be found on top of your last despatch note.