PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE SUBMITTING YOUR ORDER TO US
These terms tell you the rules for ordering with us.
We are Little Lifts, a charity registered in England and Wales (registered charity number 1170737), with our registered address at Bowthorpe Hall, Bowthorpe Hall Road, Norwich NR5 9AA.
We are regulated by the Charity Commission.
To contact us, you can:
If we must contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
You can find everything you need to know about us, Little Lifts and our products on our website (www.littlelifts.org.uk) before you order. We also confirm the key information to you in writing after you place your order, via email as an order confirmation.
If you are a consumer, you are entitled to certain legal protections under UK law, including the Consumer Rights Act 2015. Nothing in these Terms is intended to exclude, limit or override those statutory rights.
These Terms refer to the following additional terms, which also apply to your use of our site:
By using our website, you agree that our Website Terms and Conditions will apply.
The following document also forms part of these Terms:
We will contact you to confirm we’ve received your order with an order confirmation, and then we will contact you again to confirm the dispatch of your order.
Sometimes we reject orders, for example, because a product is unexpectedly out of stock, we can’t verify your age (where the product is age-restricted), you are located outside our delivery areas (as stated on our website), or we mispriced the product. When this happens, we let you know as soon as possible and refund any sums you have paid.
You will own your product once we have received payment in full.
If the VAT rate changes between your order date and the date we supply the product, we adjust the VAT rate you pay, unless you have already paid in full before the change takes effect.
Delivery costs will be set out on our website, and the delivery cost for your order will be confirmed before you place your order.
We will deliver your order to you as soon as reasonably possible. However, please be advised that any indicated delivery dates are estimates only.
If your order is returned to us due to a failed delivery, we will contact you for further instructions and may charge you for any additional delivery costs.
If our supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. If we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial, you can contact us at Shop@littlelifts.org.uk or 01603 740361 to end the contract and receive a refund for any products you have paid for but not received.
A product’s true colour may not exactly match the image shown on your device or in our marketing.
We change products regularly and cannot guarantee that all products shown on our website accurately reflect what will be included in the final Little Lifts Box you receive. You have a legal right to change your mind:
Your right to make changes to your order. If you wish to make a change to your order after you have received the order confirmation, please contact us by emailing Shop@littlelifts.org.uk or calling 01603 740361, and we can let you know if the change is possible.
If the change is possible, we will notify you of any changes to the overall price, delivery timing, or any other necessary changes resulting from your request. We will ask you to confirm whether you wish to proceed with the change.
If we cannot make the change, or the consequences of the change are unacceptable to you, you may request a refund. This process is set out below.
Your legal right to a refund. For most of our products bought online, you have a legal right to change your mind within 14 days and receive a refund of what you paid, excluding delivery costs. This is subject to the conditions set out below:
| Your legal rights |
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| 14 days to change your mind |
| You pay the costs of return |
When you can’t change your mind. You can’t change your mind about an order for:
The deadline for changing your mind. If you change your mind about a product, you must let us know within 14 days of delivery. If your purchase is split into several deliveries over different days, the period runs from the day after the last delivery.
How to let us know. To let us know you want to change your mind, contact us at Shop@littlelifts.org.uk, call 01603 740361, or write to us at Little Lifts, Bowthorpe Hall, Bowthorpe Hall Road, Norwich NR5 9AA.
You must return the product at your own cost. You must return your product (and any free gifts provided with it) to us within 14 days of your telling us you have changed your mind. Returns are at your own cost, unless we offered free returns when you bought the product.
If you choose to return, please send the product back to us using an established delivery service. You should keep a receipt or other evidence from the delivery service that proves you sent it and when. If you don’t do this and we don’t receive the goods at all or within a reasonable time, we won’t refund you the price. For help with your return, please contact us at Shop@littlelifts.org.uk or call 01603 740361.
We reduce your refund if you have used or damaged a product. If you handle the product in a way that would not be acceptable in a store, we will reduce your refund to compensate us for the product’s reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the packaging is damaged, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. We can advise you on whether we’re likely to reduce your refund by calling us on 01603 740361 or by emailing Shop@littlelifts.org.uk.
When and how we refund you. If you tell us you’ve changed your mind about a product that hasn’t been dispatched, we will refund you as soon as possible and within 14 days. If you’re sending your product back to us, we will issue a refund within 14 days of receiving it (or evidence that you’ve sent it to us). We will refund you to the original payment method. We don’t charge a fee for the refund.
We tell you when and how you can end an ongoing contract with us (for example, a subscription to goods) during the order process, and we confirm this information in writing after we’ve accepted your order. If you have any questions, please contact us by emailing Shop@littlelifts.org.uk or calling 01603 740361.
If you think there is something wrong with your product, you must contact us at Shop@littlelifts.org.uk or call 01603 740361. We honour our legal duty to provide you with products that are as described on our website and that meet all legal requirements. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information, please visit the Citizens Advice website. Remember, too, the ‘You have several options for resolving disputes with us’ section below.
| Summary of your key legal rights |
|---|
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product, your legal rights entitle you to the following:
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Changes we can always make. We can always change a product:
Changes we can only make if we give you notice and an option to cancel your order (business only). We can also make the following types of changes to the product or these terms, but if we do so, we’ll notify you, and you can then contact us by emailing Shop@littlelifts.org.uk or calling 01603 740361 to end the contract before the change takes effect and receive a refund for any products you’ve paid for but not received.
We do this to:
We contact you in advance to let you know we’re suspending supply unless the issue is urgent or an emergency. If we suspend the product for longer than 45 days in any rolling 90-day period, we adjust the price so you don’t pay for it while it’s suspended. If we suspend supply, or tell you we’re going to suspend supply, for more than 90 days, you can email Shop@littlelifts.org.uk or call 01603 740361 to end the contract, and we’ll refund any sums you’ve paid in advance for products you won’t receive.
We can withdraw products (business customers only). We can stop providing a product, such as a subscription for goods. We let you know at least 30 days in advance, and we refund any sums you’ve paid in advance for products which won’t be provided (business customers only)
We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:
We’re not responsible for losses you suffer caused by us breaking this contract if the loss is:
To the extent that you use a product for the purposes of your trade, business, craft or profession then, save in respect of any liability which cannot legally be limited, our total liability to you for all losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to what you paid for the product and all claims for loss of profit or indirect or consequential loss are wholly excluded.
How we use any personal data you give us is set out in our Privacy Policy.
Our complaints policy. We will do our best to resolve any problems you have with us or our products. Please contact us by emailing Shop@littlelifts.org.uk or calling 01603 740361.
Resolving disputes without going to court. Alternative dispute resolution is an optional process in which an independent body considers the facts of a dispute and seeks to resolve it without you having to go to court. If you’re not satisfied with the outcome, you can still go to court.
You can go to court. These terms are governed by English law, and wherever you live, you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
We can transfer our contract with you so that a different organisation is responsible for supplying your product. We’ll tell you in writing if this happens, and we’ll ensure that the transfer won’t affect your rights under the contract. If you’re unhappy with the transfer, you can contact us by emailing Shop@littlelifts.org.uk or calling 01603 740361 to end the contract within 14 days of our notification, and we will refund any advance payments for products not provided.
You can only transfer your contract with us to someone else if we agree. You may transfer your contract with us to someone else only if we agree to it in writing.
Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it, and neither of us will need to ask anybody else to sign off on ending or changing it.
If a court invalidates part of this contract, the rest will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to do, but that doesn’t mean we can’t do so later.