Please scroll down this page for terms of sale, customer care and delivery information


Redcliff-House Publications is committed to giving you the very best customer experience. The information below should answer any questions you may have. However, if there is something specific that is not listed, you can always contact us for help and support.

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These terms and conditions of sale (the "Terms"), shown on this page, govern any orders placed using and purchases made in connection with the Website. Please read these Terms carefully. You agree to be bound by these Terms by placing orders using and/or by making purchases in connection with the Website.


Do not place orders using or make purchases in connection with the Website if you do not agree to these Terms. Nothing in these Terms affects your statutory rights.

The Website and the information contained on it may be supplemented, removed, changed and/or updated without notice to you. We may revise these Terms and any other legal notice on the Website (including the Terms and Conditions and Privacy Policy) without notice to you. All changes will be effective when posted on the Website and you should check the Website from time to time to review these Terms and other legal notices because they are binding on you.

Your responsibilities:

By placing an order using and/or by making a purchase in connection with the Website, you warrant to us that you are legally capable of entering into a binding contract with us in the country in which you are located. You are solely responsible for ensuring that the details that you provide are correct and complete and for informing us of any changes to them.

You will only use the Website in accordance with our Terms.


The prices shown are only applicable to orders placed using or purchases made in connection with the Website. All prices are inclusive of UK taxes but exclusive of postal delivery charges.  Please note that the price for postal delivery will be automatically calculated and displayed during the payment process, prior to the transaction being completed or payment being required.

Every effort is made to ensure that all prices are correct at time of display online. In the unlikely event of an administrative error resulting in an incorrect price being displayed on the Website, we reserve the right to correct the price. Where we discover an error in the price of any product that you have ordered or purchased, we will not be obliged to proceed with your order and we will usually endeavour to inform you of the error and the correct price as soon as possible. In these circumstances, you will not be bound to continue with your purchase, and we will usually endeavour to ask you to send an email (where you had placed an online order) or a letter (where you placed an order with us using any other method) to us to confirm that you wish to proceed at the corrected price within a stated time. In the event that you reply that you do not wish to proceed at the corrected price, or do not reply within the stated time or if we are unable to contact you, then we will cancel the order or purchase and refund the amount paid by you. In no circumstances will we be obliged to proceed with your order or purchase at an incorrect price, even if we have accepted your order for a product displayed at the incorrect price and/or failed to inform you of the error.

Special Offers:

From time to time we may run special offers. These are available for limited times only. We reserve the right to withdraw the special offer or change any of the terms (including the availability and end date) of the special offer at any time without notice to you.

Out of stock titles:

We are unable to accept orders for products that are out of stock. Any orders placed for products that are out of stock will be cancelled and any amounts paid in respect of those products will be refunded. No substitute products will be offered in place of any out of stock products ordered. Please check back at the site at a later date to see if the product has become available.

Charitable Donations:

The advertised donations to charity, based on a 'per specified items sold' calculation, are sent periodically to the relevant charities. 

Payment options:

Payment options are shown on the 'Understanding Hypermobile Ehlers-Danlos Syndrome and Hypermobility Spectrum Disorder' Page. Paypal is the default system for processing payments on this website. Payment by credit or debit card is also offered via Square.

Terms of sale


COVID-19 update

Due to Covid-19, Royal Mail are currently stating that within the UK, delivery of items is taking an average of 3-4 days longer than listed below. It is likely that time scales for delivery to other countries will also be significantly affected (international deliveries seem to be taking around 20 working days in some instances, although this does seem to be improving.

Royal Mail's regularly updated International Incident Bulletin list (for post being sent outside of the UK) can be viewed by clicking here. This should list any unprecedented delays or suspensions of service, which are over and above those delays currently being experienced in the general postal service due to the Covid-19 situation.

Despatch times and delivery times:


Postal services vary around the world and delivery speed depends on printers turnaround, delivery country and item you are ordering.

IMPORTANT, please note:


​We endeavour to dispatch all items to the Post Office WITHIN 10 WORKING DAYS:

Standard (non Covid) Royal Mail delivery times thereafter are estimated as:

United Kingdom: 1-2 working days (2-4 working days during busy periods)

Europe: 9-12 working days

USA and Canada: 12-14 working days

Australia and New Zealand: 12-14 working days

Rest of the world: up to 14 working days

As you may be aware, the postal system (particularly when shipping worldwide) is working in unprecedented times and trying their absolute best. In some instances, it seems items are taking far longer to arrive than Royal Mail's advertised times. 

NB/ At certain times of the year, e.g. Christmas and public holidays etc., different despatch and delivery times may apply.  


All UK orders are sent Royal Mail Standard Class.

All international orders are sent via international postage service - Standard Class


We will always try to send your order in as few packages as possible. However sometimes we have to send your items separately.

Cost of postage:

Cost of postage, will be displayed during the payment process, prior to the transaction being completed or payment being required.

If an order is not called for when delivery has been attempted, or an incorrect or incomplete delivery address is given at the time of order, resulting in failed delivery, redelivery can be arranged once the parcel has been returned to us (subject to a redelivery cost) - or a refund can be issued, minus the delivery costs already paid by Redcliff-House Publications.


Orders from Ireland - We are advised that there are currently significant delays at Irish Customs, with a backlog of 3 weeks plus in some instances.

VAT/GST Import Tax - The UK does not charge VAT/ GST sales tax on books. Prior to Brexit, EU customers were able to benefit from this when purchasing directly from our website.  However since the UK has left the EU, some EU customers will no longer able to benefit from purchasing books tax free. The rate charged will, instead, vary by country. Some such as Ireland and Norway will continue to allow books to be imported free of tax. Others, such as Germany or France will charge at a significantly reduced rate. A few, such as Latvia, will charge their full local VAT/GST rate. You can check your local rate by clicking here.

Rates for international imports (USA, Australia etc., will remain as they have always been). For the most part, imports of books into the USA incur 0% VAT (this can be checked here). Printed material may be charged at 10% upon import into Australia, although this has rarely been found to be the case by our customers.


Before making a purchase, please check your local rate on this website, so you can make an informed choice. If your country is not listed, VAT may vary by region or state. Please check online, or with the relevant authorities before purchasing.

The tax is payable when the book is imported and will be charged by the shipping company prior to making the delivery. The tax must be paid by the customer. If this is paid promptly it shouldn't slow down the delivery of your book. If the purchase is made by a business or institution then you will be able to reclaim the GST/ VAT as you would for local purchases.

Orders for multiple items

NB. Following post-Brexit adjustments made to the weight/size/price boundaries (e.g. 750g/1000g/large letter/small parcel etc.) by shipping companies, RCH customers may find that, in some situations, purchasing items separately, rather than in combination may reduce the cost of postage. 

For example, when purchasing a book and one pamphlet (which, when weight-combined causes the parcel to exceed the 750g Royal Mail boundary), shipping to some countries may work out less expensive if the items are purchased individually. Unfortunately, the website provider only offers a limited number of pre-settable permutations for us to add possible combinations so, although we realised that it is not ideal, we strongly recommend customers compare the shipping price at Checkout, by adding or subtracting items, prior to ordering. We will continue to lobby the site provider for more options.



Important note: Prior to returning any item, please email your intention to do so to: quoting 'RETURN' in the subject box.


Should you change your mind about your order, Redcliff-House Publications operates a 'no questions asked' returns policy providing you return your order within 14 working days of the delivery of your order. This policy is in accordance with the Consumer Contracts Regulations. A full refund will be given for the returned items and the original postage costs, but any postage costs incurred when returning your items will be at your own cost.


It must be in pristine and resalable condition.


It must be accompanied by one of the following forms of delivery note or receipt: 

  • Where purchases were made by Paypal - Paypal provide an online receipt at the time of payment, which can be printed off.

  • Where purchases were made by Square - Customers who make payment by debit or credit card should receive an online confirmation of purchase receipt from Square.  


If you no longer have your receipt slip to hand, please ensure that you include a note in the parcel with details of your name, address and order number, so that we can process your return/refund as quickly as possible.

If you have any queries at all, please do not hesitate to contact us :-)


In all cases, items should be returned in their original packaging to:

Redcliff-House Publications

13 Charlton Road



BS23 4HB


Please ensure you obtain a proof of posting receipt. We recommend you use a registered mail service that includes insurance, as we cannot give you a refund if we do not receive the book, or if it becomes damaged in transit.

How will you be refunded?


Redcliff-House Publications will refund the returned order(s) upon receipt, via the same method that you originally use to pay for the order(s).


Please be aware that refunds can take up to 30 days to appear on your statement.


          Returning items after the 14 day             'no questions asked' period

After the 'no questions asked' 14 day period we will be happy to accept items for return in either of the following cases:


  • The item was found to be damaged or faulty - We will either replace the item or give you a full refund (including postage costs). Please state which option you prefer. If you require a replacement, we will wait to receive the faulty copy from you before despatching a new one.

  • The item was incorrectly supplied - If we have made a mistake in fulfilling your order, a full refund (including postage costs) will be given.

Complaints handling?


Complaints Process:

We hope that you are pleased with your purchase and the service you have received from Redcliff-House Publications, and that you'll never have reason to complain - but if there is something you are not happy with, for example;


  • Your goods haven't arrived?

  • Your order isn't what you expected?

  • You need to query your account?

  • You'd link to speak to a manager?

We hope you will tell the relevant Redcliff-House Publications team about it so that we can try to put matters right. We can sort things out quickly, just contact us via any of the methods below:


  • Fill in our contact us for

  • Write to us at the following address:


Redcliff-House Publications

13 Charlton Road



BS23 4HB


We aim to respond to customer queries received via our Contact Us form within 72 hours. We aim to respond to posted letters within 72 hours of receipt.


Escalating the complaint:

In the unlikely event we are unable to resolve your complaint; we refer you to the following Online Dispute Resolution Platform as follows: