Opening Times
We are open Monday to Friday from 9:30am to 15:00pm to answer your questions.
Payment
We can only accept PayPal payments. We do not offer any other payment and do not offer cash on collection. We apologise for any inconvenience.
Payment Time Allowance
We are happy to wait a total of 4 days for payment of any item. On the 5th day our unpaid item assistant will unfortunately automatically open an unpaid item case.
Postage
All items are sent as described on the listing. If you require a specific delivery method please let us know and we can send you a revised invoice.
Shipments to UK Highlands and Islands are subject to extra charges payable by the customer outside of our normal stated shipment rates.
We endeavour to send out items within 24 hours, however please allow up to three working days between payment and dispatch. We do not dispatch items at the weekend and they are not included in the delivery time taken.
Items can be collected from our collection point at Ouseburn Donation Centre between 9.30am and 3pm, Monday to Saturday. Please bring your 6-digit collection code with you when collecting.
Policy On Buyers
St Oswald s Hospice eBay Shop reserves the right to block or end communication with any abusive buyers, any buyers who do not follow proper eBay or PayPal etiquette or any buyers which do not follow eBay or PayPal buying policies properly.
Disputed Deliveries
We send all of our parcels within the UK using a tracked service. In the event that delivery is disputed, a claim will be submitted with the courier. A refund will not be processed until the claim has been successfully processed by the courier company. It is the customer’s responsibility to notify us if a parcel has not arrived and MUST be informed within 14 days after this time no claim can be made. Claims can take up to 60 days from the date of notification to be processed.
Returns
Please contact us within 7 working days of receiving your item if you would like to return it or report any damage which has occurred during delivery.
For UK returns, please open a return via eBay s returns system which will direct you on how to post the item back to us. This can be accessed by finding the relevant item in ‘My eBay’ and selecting ‘return this item’ from the ‘more actions’ drop down menu.
If the item is too large please contact us directly before returning the item as we will not reimburse postage costs that exceed the original amount. We will not reimburse postage costs if they have not been agreed before the return.
Should you wish to return an item back to us please return to;
FAO eBay returns
St Oswald s Hospice EBAY RETURNS
Ouseburn Donation Centre
Ouse Street
Newcastle upon Tyne
NE1 2AG
Repair
If the item requires repair due to a incorrect description or damage due to mishandling by the courier we will require an invoice showing all costs before a refund can be agreed to and issued.
Electrical Guarantee
All of our goods are function tested prior to listing. Electrical goods come with a 30 day guarantee, after this period expires no returns or refunds are accepted.
Description
All product descriptions and content on our website or otherwise issued by us are intended merely to present a general idea of our goods. If you require any further details, please contact us by e-mail, providing details of the additional information needed. However, if you buy goods which are not as described/have an unsuitable specification which was not apparent from our website we will at your option either replace the goods or accept their return and refund any money paid for the goods. We will bear any necessary costs incurred in replacing or repairing goods that are faulty or not as described
Complaints policy
Please address any complaints you have to our customer service team via eBay message or speak directly by calling 0191 246 8103. Your feedback and satisfaction is very important to us but please do remember to contact us about lost parcels and other queries prior to leaving feedback, open cases or making a complaint. Complaints will be reviewed and responded to within 2 working days.
