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Terms & Conditions

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with, and be bound by, the following terms and conditions of use, which together with our privacy policy govern Homeless Oxfordshire’s relationship with you in relation to this website. The term ‘Homeless Oxfordshire’ or ‘us’ or ‘we’ refers to the owner of the website whose registered office is O’Hanlon House, Luther Street, Oxford. OX1 1UL. Our company registration number is 2164150. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance, photos and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • You may not create a link to this website from another website or document without Homeless Oxfordshire’s prior written consent.
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Scotland and Wales.


Online Shop Terms & Conditions

These Shop Terms and Conditions apply to all orders for the purchase of goods from the online shop (the “Shop”) at:, they apply in addition to the website terms and conditions above and our privacy policy.


Contacting us about our Terms and Conditions

If you have any questions relating to these Terms and Conditions please email:


Contacting you about your order

If we have to contact you we will do so via telephone or by writing to you at the email or postal address you have provided us in your order.


Contracting party

Should you purchase any items from the Shop, you will be contracting with Reconnect Oxfordshire Ltd (“we”, “us”, “our”) on the terms outlined below. We are a company registered in England and Wales (no: 10788419, registered office: O’Hanlon House, Luther Street, Oxford. OX1 1UL. We are a wholly owned subsidiary company of Homeless Oxfordshire Ltd, to which we give all of our profits.


Our contract

If you place an online order to purchase any items from the Shop, this represents an offer from you to us to purchase an item, which is accepted by us when we send you an email confirmation of your order.

Items listed on the Shop are subject to availability and it is not always possible for us to inform you at the time you place your order whether the goods you want are still available for purchase.

If we are unable to fulfil your order or part of your order, we will inform you of this and will ask you how you would prefer to proceed, for example cancellation, a full or partial refund, or a substitute item.

We reserve the right to refuse to accept your order. We may not accept your order, for example, where:

  • The products are out of stock
  • The products are incorrectly priced
  • The products do not satisfy our quality control standards
  • Payment authorisation has been declined or otherwise payment for the product is not received
  • We suspect any fraudulent activity

Every time you order a product from the Shop, the terms in force at the time of your order will apply to the contract between you and us. We may make changes to these terms from time to time in order to reflect changes in relevant law and regulatory requirements. We will make available a copy of the updated terms on our website at all times and where you have provided an email address, we will notify you of any material changes.


Our products

We are under a legal duty to supply products that are in conformity with this contract.

The images of the products on our website are for illustrative purposes only. Although we make every effort to display the colours accurately, we cannot guarantee that a device’s display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

Personalised items which have a preview function may not appear precisely as in the preview. The preview function is to give a rough estimation of its appearance. The message on the item will be as displayed, but due to the nature of the preview function, the item may not appear exactly as previewed.

Unless expressly indicated otherwise, Homeless Oxfordshire is not the manufacturer of the products sold on this website. While we work to ensure that the product information on our website is correct, actual product packaging and materials may contain more  information to that displayed on our website. We recommend that you do not rely solely on the information presented on our website. Please always read labels, warnings and directions provided with the product before use.


Our Prices

The prices of the products will be quoted on our site at the time you submit your order and payment will be taken at this stage.

Prices for our products may change from time to time, but any change in price will not affect any order we have already accepted.

The price of a product does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order. To check relevant delivery charges, please refer to the delivery and returns information on the individual product page and the main delivery & returns procedure below.

We take all reasonable care to ensure that the prices of products are correct at the time when the relevant information was entered onto the system. If there has been a pricing error, we will inform you by email prior to fulfilling your order and will offer the option of a full refund, pay you the difference if you have paid too much, or the option to pay the difference and complete the order if you have paid too little.



The costs for delivery will be as displayed to you on the Shop site.

We aim to get your goods to you within 7 days of receiving your order, and in any event within 30 days after the day on which we accept your order..

If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if the goods have not been delivered within 30 days of the contract, you may contact us to set a new delivery time or to end the contract and receive a refund for any products you have paid for but not received.

The product will be your responsibility from the time we deliver the product to the address you have provided. You will own the products once we have received payment in full, including all applicable delivery charges and have sent an order confirmation email.


Returns policy


Right to cancel

If you are a consumer (“consumer” means you are acting for purposes which are wholly or mainly outside your trade, business, craft or profession), you have a legal right to cancel a contract during the period set out below. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a product, you can return the product and receive a refund (excluding delivery fees).

This cancellation right does not apply in the case of:

  1. any products that are made to your specifications or that have been clearly personalised; or
  2. any products that have become unsealed following delivery or are unsuitable for return due to health or hygiene reasons.

Your right to cancel will expire 30 days after the day on which you (or the person you nominate) received the goods (or received the final item from an order for several items).

To exercise your right to cancel you must return the items according to the instructions on the return slip or as advised by us – see below. You may also inform us in a clear statement sent by post or email to the address below.


How to return your items

If a return slip is included with your package, you must follow the directions stated on the return slip. If there is no return slip, or if you have any questions about returns please contact us on the details below to arrange your return.

Tel: 01865 304697

You must send back the goods without undue delay. In any event the goods must be received by us no later than 30 days from the day on which you received (or were deemed to receive) the product. You are deemed to have received the product 5 working days (excluding weekends and bank holidays) after we post it to you if it is not received sooner. The deadline is met if we receive the goods before the period of 30 days has expired.


Refunds for returned items

If you cancel this contract, we will refund all payments received from you, except the cost of delivery which is non-refundable.

Where permitted to do so, we will reduce your refund to reflect any reduction for the loss in the value of the goods which has resulted from your handling them in a way which would not be permitted in a shop, including situations where the handling has gone beyond what is necessary to establish the nature and identity of the product.

Where the items are part of a multi-item deal (for example 3 items for the price of 2), you must return all items to receive a full refund. If you return only some of the items, you will be charged in full for the item(s) you retain and you will be refunded the difference.

We will make refunds as soon as possible, and no later than 14 days from the day  we have received the returned goods.

We will make the refund using the same means of payment that you used for the initial purchase unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.


Where there is a problem with your products

If there is a fault in the product(s) you have ordered, you may be entitled to a refund or replacement.  The expiry dates of these rights are set out below.

Within 30 days

If your item is faulty or does not meet the statutory rights, you have the right to a full refund, providing you let us know within 30 days from the delivery of your products.

Within six months

If your item is faulty or does not meet the statutory rights, you will have the right to a repair or replacement (unless fault is caused by your use of the products) if you let us know within six months of the delivery of your products.

(Your statutory rights are your rights relating to faulty or misdescribed goods. For further information about these contact your local authority Trading Standards Department or Citizens’ Advice Bureau.)

If your item cannot be repaired or replaced then you are entitled to a refund in most cases.

If you wish to exercise your legal rights to reject products you must post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please contact customer services on the details provided above.

If you have any questions or complaints about your purchase, please contact us at and we will endeavour to respond as soon as possible and find a satisfactory solution to your complaint.



If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our negligence but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into the contract.

We only supply the products for domestic and private use. You agree not to use the products for any commercial, business or re-sale purposes, and you acknowledge that we have no liability to you for any loss of profit, loss of business, loss of data, business interruption, or loss of business opportunity.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors, for fraud or fraudulent misrepresentation, for breach of your legal rights in relation to the products, and for defective products under the Consumer Protection Act 1987.


Privacy and Data Protection

Your privacy online is important to us and we want you to understand what, if any, information we collect and how it is used.  For more information please see our privacy policy and cookie policy.


Other terms

This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms. We may transfer our rights and obligations under these terms to another organisation. We will notify you in writing if this happens and this will not affect your rights or our obligations under this contract.

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

If you have any queries or complaints, please email us at: