Delivery and Returns
Returns policy
These terms do not affect your statutory rights. You can contact your local authority Trading Standards or Citizens Advice Bureau for further information.
Returns – coronavirus
We are currently working three days a week; we will receive your return and will process it to issue any replacements or refunds on this basis.
We’re sorry for any delay and thank you for your patience.
Cancelling or amending your order
Cancellations or amendments cannot be made between placing your order and receiving your parcel; this includes address changes and adding or removing lines.
You can cancel your purchase within 14 days from the day after you received the item. Once you’ve received your order and wish to return for a refund, please see the guidance under “Returning your product because it’s unsuitable”.
Manufacturer's warranty
Where a product comes with a manufacturer’s warranty, please do not complete the registration paperwork until you’re sure that you wish to keep the product. Return the unregistered item within 14 days of receipt if you do not wish to keep it.
For warranty claims, please follow the guidance and contact information on your warranty card.
Returning your product because it's unsuitable
Your right to return within 14 days
If you’ve changed your mind about keeping your purchase, please inform us within 14 days from the day after you received the item(s).
Please return the item(s), at your own cost, within 14 days, and we’ll give you a refund. See Returns postage costs for further information.
We reserve the right to deduct an amount from the refund if you have diminished the value of goods by handling them beyond what is necessary to establish their nature, characteristics and function.
We’ll reimburse you with undue delay, and not later than 14 days after we receive the goods back from you.
Christmas extended returns
Daisy Appeal offer an extended returns policy over the festive season. If you purchase an item which is deemed unsuitable from Daisy Appeal between 1 November and up to midnight on 20 December 2021, you can request a refund up until 11 January 2022.
Please check your item on receipt. If it is faulty, please return within 30 days.
Which products can't be returned as unsuitable?
The following products won’t be eligible for exchange or refund (unless faulty or not as described):
- Products which you received over 14 days ago.
- Products which have been opened or their protective seals removed and cannot be returned for hygiene reasons.
Returning your product because it has a fault
We reserve the right to have the product independently tested by a third party, prior to agreeing a suitable resolution.
If no fault is found the item will returned to you.
Where your item needs to be sent to our supplier for assessment and repair, this will increase the turn-around time to complete your return (this may take up to six weeks if components need to be ordered in specially to carry out the repair).
Faulty within 30 days
If your product develops a fault within 30 days of purchase, please contact our office to arrange the return, and subject to confirming the fault, we can give you an exchange, repair or full refund, as per your preference. We’ll refund the standard delivery charge provided you return the full order. If you’re only returning some of the items on your order, we will only refund the cost of those returned items.
Faulty from 31 days and up to six months
If your item becomes faulty after 30 days, please contact our office to arrange the return. Upon receipt, we will assess the fault and if confirmed will repair or exchange.
If we’re unable to repair or provide a suitable replacement, we'll give you a full refund.
Faulty after six months and within guarantee period
If your item becomes faulty after six months, please contact our office to arrange the return, faults deemed to be the result of fair wear and tear or product misuse are excluded. Upon receipt, we will assess the fault and if confirmed we will repair the item before returning it to you. If the item is non-repairable, we will offer you a partial refund or discount on a replacement.
Guarantee period
We guarantee products are as described, free from faults and fit for purpose, for a minimum of 12 months, beginning on the date when you purchase the products from us. Some items have a longer guarantee period, or a manufacturer's warranty, which is indicated in the product description on the shop.
Return postage costs
All items are returned to us at your own risk. You are initially responsible for the cost of returning the item to us; we will reimburse postage costs upon confirmation of the fault and if the item is within warranty. To be reimbursed, you must provide us with proof of postage and costs incurred.
If it is a high value item, we recommend returning it to us by using one of Royal Mail's various delivery services or by courier, so that your parcel is insured against loss or damage. Please see Royal Mail's website for full details of their delivery services including costs and insurance value coverage. If your return is lost in post, you will need to contact the carrier and follow their claims procedure.
We will not reimburse postage costs for unsuitable item returns.
How to return a product
Please return items to Daisy Appeal Distribution Centre, 23-25 Saturday Market, Beverley, HU17 8BB
Damaged goods and packaging
On receipt of your goods, please ensure you open the packaging carefully and keep hold of it until you're sure that you are keeping the item. You will need to take good care of the item while it is in your possession.
Damaged packaging or goods
If the product is returned with user damage, or damage from insufficient packing for transit, we may be unable to give you a full refund or exchange and the product may be returned to you or a partial refund offered.
Missing items
If the product is returned to us with components missing, we may be unable to refund or exchange, returning the product to you. Where the missing component can be replaced you will be charged the cost. Where the item can be sold as used or refurbished with missing parts, there will be a deduction from your refund based on the new retail value.
Damaged in the post – seven days
If you receive an item which you believe has been damaged in the post, please contact our office within seven days of receipt of the item.
On receipt of the item and confirmation of the postal damage, we will either refund or exchange. If the item is found not to be damaged, it will be returned to you.
How to contact Daisy Appeal Returns Office
Phone: 07813 948 373
Email: claire@daisyappeal.org
Post: Daisy Appeal Distribution Centre, 23-25 Saturday Market, Beverley, HU17 8BB