Website Purchaser Terms & Conditions of Use

Under these Terms & Conditions ‘Butterwick Hospice Care’ means Butterwick Limited, Registered Charity No: 1044816, Company Registration No: 2979587, incorporating Butterwick Hospice in Stockton, Butterwick House Children’s Hospice and Butterwick Hospice at Bishop Auckland and/or Butterwick Hospice Retail Limited and/or Butterwick Lotteries Limited.

Butterwick Hospice Retail Limited, Company Registration No: 2775096, Registered in England & Wales, is a wholly owned subsidiary of Butterwick Limited as is Butterwick Lotteries Limited, Company Registration No: 3141067, Registered in England & Wales. Both of these companies’ trade on behalf of Butterwick Limited, Registered Offices: Butterwick Hospice Care, Middlefield Road, Stockton on Tees, TS19 8XN.

Access to and use of this site is provided by Butterwick Hospice subject to the following Terms and Conditions:

  1. Your use of this site constitutes acceptance of these Terms and Conditions, which take effect on the date of your first use of this site. If you do not agree to them in full, do not use this site. At this point in time, we regret we are unable to accept orders for delivery outside the UK & Republic of Ireland. Please allow up to 14 days for delivery of your order.

Product Descriptions:

All product descriptions and content on this website is intended to present a general description of the goods. If you require further details, please contact the Fundraising Department, Butterwick Hospice Care, Middlefield Road, Stockton on Tees, TS19 8XN, telephone 01642 628930 where staff will be happy to give you the details you require. If you buy goods which are not as described or which have an unrepresentative description on our website, we will accept their return and refund any money paid for the goods. Please see our terms and conditions below regarding returns.

Payment and Availability:

We only accept payment by credit, debit card or PayPal on this website.

The person ordering goods must be at least 18 years of age and be the credit or debit card holder or must have the full permission of the named card holder to make payment via this website. Criminal charges may be brought against the person placing the order if the card holder denies authorisation at a later stage.

We take payment from our customers as we receive the order. If for any reason we cannot fulfil your order and supply the goods you have requested we will inform you as soon as possible. A full refund will be credited back to you via the payment method used.

Delivery costs are itemised separately from the price of each item which is shown exclusive of all delivery costs.

Delivery Policy:

This website is only for the delivery of goods to customers in mainland UK and Northern Ireland. We cannot deliver to the Channel Islands, Scottish Islands, BFPO addresses, the Republic of Ireland or countries outside the UK.

Delivery charges are based upon the weight of the item and are kept as low as possible. Delivery charges are described against each item. We make every effort to ensure the goods are delivered within the estimated timescales mentioned however, on occasion unforeseen factors beyond our control such as adverse weather conditions may affect the delivery due date. Butterwick Hospice cannot be held responsible for any delay or failure to deliver the products within the estimated timescales.

The risk of loss or damage to products passes to you, the customer, on the date when the products are delivered.

Butterwick Hospice Care cannot be held responsible for deliveries or returns that are lost, misplaced or delayed for any reason out of our direct control, however, we will endeavour to help you resolve any query you have regarding the delivery of goods supplied or returned via our chosen delivery partner.

Return/Cancellation/Refund Policy:

If you are not happy with any of the goods you have purchased directly through this website you have the right to cancel within seven days of placing your order, or within seven days of receipt of your goods, and receive a refund.

We regret we may not directly replace or exchange the item you have bought if that item is out of stock. However, we would ask you to consider an alternative product from the range on sale within the online store and purchase this in the normal manner via this website.

We will accept any returns providing the goods are returned in line with the instructions in this policy. If you do cancel your online order, your payment will be refunded provided the products are returned in their original condition, the original packaging is intact and a completed ‘reason for return’ slip is enclosed.

A return address label is sent with every order and the ‘reason for return’ slip sent with each item should be completed and packaged with the item. Please include a contact telephone number on the ‘reason for return’ form in case we need to ask you any questions.

Once your returned item has been received in good order, we will arrange a refund into the account through which you paid for the goods. Unfortunately, we cannot give cash refunds for purchases bought on line. We will refund your account within 28 days of receiving the returned item.

This policy will only be applied to goods and services bought directly from Butterwick Hospice Care and will not apply to those goods or services bought through any link from this site to another external supplier.

These terms & conditions shall be governed and construed in accordance with the laws of England and Wales. Any disputes arising here from shall be exclusively subject to the jurisdiction of the courts of England and Wales.

Butterwick Hospice Care may change these terms & conditions at any time. Any changes will be posted on this website. Your continued use of this site after these changes are posted means you agree to be bound by these updated terms and conditions.

Copyright restrictions apply to this site with all rights reserved. No part of this site including information, photographs, images, logos, names or icons may be copied, republished, posted, broadcast or reproduced in any format whatsoever without the prior written permission of the copyright holders.

Information, documents, newsletters and reports may not be downloaded, reproduced or altered in any way for any purpose other than for personal, non-commercial use.

Use of this site is entirely at your own risk. Butterwick Hospice Care will not be liable for any losses or damages whatsoever arising from the use of this website.

This website may contain errors. Butterwick Hospice Care is under no obligation to update or correct any information or to maintain this website. However, Butterwick Hospice Care reserves its right to change any information or content on this website without prior notice.

Butterwick Hospice Care cannot guarantee that the availability of this website will be uninterrupted or that its facilities will remain error free. Also, Butterwick Hospice Care cannot guarantee that this website or its server will be free of viruses or bugs.

The existence of any link from an external website to Butterwick Hospice website does not imply that Butterwick Hospice Care endorses the activities or views of that organisation.

If you have any questions about our customer services, please contact the PR & Marketing Manager, Butterwick Hospice Care, Middlefield Road, Stockton on Tees, TS19 8XN.

For questions about this website please direct these to our marketing department at Butterwick Hospice Care by telephoning 01642 607742 or you can write to us at Butterwick Hospice Care, Middlefield Road, Stockton on Tees TS18 9XN.


We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement the address for complaints is PR & Marketing Manager, Butterwick Hospice Care, Middlefield Road, Stockton on Tees, TS19 8XN

Distance Selling

These terms and conditions are intended to be consistent with the Consumer Protection (Distance Selling) Regulations 2000 as amended and nothing in them is intended to impose on you any duty of liability additional to those specified in those Regulations. If you would like a copy of these Regulations, they can be obtained from the Department of Business, Enterprise and Regulatory Reform.