Please scroll down this page for terms of sale, customer care and delivery information
CUSTOMER CARE
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.
Prices:
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. For more information regarding these charities see: hypermobility.org, ehlers-danlos.org, ehlers-danlos.com and edswellness.org.
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
Delivery
ALERTS
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 events such as postal strikes, staff shortages or transport issues.
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 Royal Mail delivery times (see ALERTS Box for any changes) 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.
IMPORTANT NOTES FOR OVERSEAS CUSTOMERS:
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).
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.
FAQ
Returns
WITHIN THE UK AND EU
Prior to returning any item, please email your intention to do so to: hello@redcliffhousepublications.com quoting 'RETURN' in the subject box.
You have 14 calendar days to cancel an order. This cancellation period starts from the day you receive the order.
Items must be returned within 14 days of receipt.
A full refund will be given for the returned items and the original postage costs.
You are responsible for the cost of return shipping.
Any postage costs incurred when returning your items will be at your own cost. Please be sure to obtain proof of postage. 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.
The refund amount will be made via the same payment method used to make the purchase.
You will receive email confirmation of your refund once it has been completed.
Refunds may take up to 30 days from the date of our email confirmation to show on your payment method statement.
Items do not need to be returned in their original packaging, but do need to be packaged in a way that means they don’t get damaged. The item must be in pristine and resalable condition. We reserve the right to reduce a refund if the publication has been reduced in value, e.g., if pages are folded or the cover is damaged.
Items must be accompanied by one of the following forms of delivery note or receipt:
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Where purchases were made by Paypal - Paypal provide an online receipt at the time of payment, which can be printed off. Please enclose this within the parcel.
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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. Please enclose this within the parcel.
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.
In all cases, items should be returned to:
Redcliff-House Publications
c/o Unit B, Westside
Weston-super-Mare
Somerset
BS23 3TS
UNITED KINGDOM
If you have any queries at all, please do not hesitate to contact us.
OVERSEAS (OTHER THAN THE EU)
Prior to returning any item, please email your intention to do so to: hello@redcliffhousepublications.com quoting 'RETURN' in the subject box.
You have 14 calendar days to cancel an order. This cancellation period starts from the day you receive the order.
Items must be returned within 28 days of receipt.
The amount refunded will be the price of the publication itself. The cost of outgoing postage and packaging will not be included.
You are responsible for the cost of return shipping. Please be sure to obtain proof of postage. 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.
You will need to apply for a refund of import Tax and duty by contacting the relevant authorities in your country.
The refund amount will be made via the same payment method used to make the purchase.
You will receive email confirmation of your refund once it has been completed.
Refunds may take up to 30 days from the date of our email confirmation to show on your payment method statement.
Items do not need to be returned in their original packaging, but do need to be packaged in a way that means they don’t get damaged. The item must be in pristine and resalable condition. We reserve the right to reduce a refund if the publication has been reduced in value, e.g., if pages are folded or the cover is damaged.
Items 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. Please enclose this within the parcel.
-
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. Please enclose this within the parcel.
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.
In all cases, items should be returned to:
Redcliff-House Publications
c/o Unit B, Westside
Weston-super-Mare
Somerset
BS23 3TS
UNITED KINGDOM
If you have any queries at all, please do not hesitate to contact us.
If you have any queries at all, please do not hesitate to contact us.
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;
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Your goods haven't arrived?
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Your order isn't what you expected?
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You need to query your account?
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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:
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Fill in our contact us for
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Write to us at the following address:
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Redcliff-House Publications
c/o Unit B, Westside
Weston-super-Mare
Somerset
BS23 3TS
UNITED KINGDOM
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: http://ec.europa.eu/odr.