Terms and Conditions

The following terms and conditions apply to all orders for the purchase of goods from our online shop. 

This ecommerce site is operated by Welsh Housing Aid trading as Shelter Cymru. Throughout the site, the terms ‘we’, ‘us’ and ‘our’ refer to Welsh Housing Aid trading as Shelter Cymru. 

We may amend these from time to time, and the changes will take effect from the time we publish the revised terms. However, the amended terms will not apply to any orders that we have already accepted before this date. 

These terms should be read alongside, and are in addition to, the Privacy Statement, and both of these apply when you use this website. Please read all these terms carefully before placing an order from us or using this website. If you do not agree to these terms, you may not place an order with us. 
If you have any questions about these terms, please contact us to discuss these before placing your order. 

You can contact us in the following ways:

Who are we?

We’re Shelter Cymru; Wales’ people and homes charity dedicated to helping those living in poor housing or facing homelessness. Shelter Cymru is a registered charity (no. 515902) and a registered company (no. 01830262). The registered address is Welsh Housing Aid Ltd T/A Shelter Cymru, 25 Walter Road, Swansea SA1 5NN. Shelter Cymru is an independent Welsh charity and is not part of Shelter England or Shelter Scotland.

Our products and age restrictions 

We try to ensure that all items displayed on our website are in stock and available to order. However, where items are temporarily unavailable for any reason, we will endeavour to indicate this on the website. 

We try to ensure that our products match the images and descriptions on our website, although sometimes there may be slight differences in size, colour and design. 

To order items from this website, you must be at least 18 years old or under the supervision of a parent or legal guardian. We do not sell or make available products to children. 

Please note that we may withdraw items from sale or supply in the event we run out of stock or for any other reason. We may do this at any time and without notice. 

Ordering an item 

Your order is only accepted by us (and a contract formed) upon receipt of payment. 

If we cannot supply you with some or all of the items you have requested for any reason, we will contact you and explain your options. If we cannot supply you with the product or service you ordered, we will inform you of this and where payment has already been taken, we will refund you. We may not be able to accept your order as a result of one of the following:

• the product you ordered being out of stock

• we are unable to obtain authorisation for your payment

• we have identified a pricing or product description error

• you have asked us to deliver your order to a location to which we do not offer delivery

• you have attempted to use a voucher or special offer more times that is permitted, or in a fraudulent way

If you wish to change your order at any time, please let us know as soon as possible. We will try our best to accommodate your request, but this may not always be possible. If we can’t make the change you require, or we have already sent your item(s) to you, you may consider cancelling your order (see “Cancelling your order” below).

Price and payment for items on sale 

All prices displayed on our website are in pounds sterling, and inclusive of VAT. All applicable delivery charges are displayed at checkout. 

We may change the price of items at any time, but the price you will be asked to pay is the price displayed on the website when you place your order.  However, while we try to ensure that the prices shown on our website are up-to-date and correct, occasionally errors do occur: 

  • if we notice this before we have accepted your order, we will contact you to confirm whether you wish to purchase the relevant item at the correct price, or cancel your order
  • if we have already accepted your order before noticing this mistake, we may still cancel your order if the error was an obvious one that you could reasonably have recognised as a mistake and you do not want to pay the correct price

For orders placed via our website, we accept Debit and Credit Card as well as PayPal. All card payments are subject to authorisation by your card issuer. However, if we do not receive your payment and you have already received the products ordered from us, you must pay for the products or return the products ordered from us in accordance with reasonable return instructions that we provide and in the same condition that you received them at your own expense. If you do not do this within 30 days of the date on which we cancel your order, we may collect or arrange for collection of the products at your expense. 

You will own the item(s) you have ordered once we have received payment in full, but we will remain responsible for it until we have delivered it to the address you gave us when placing your order (see “Delivery” below). 


We deliver throughout the UK (except to offshore territories). 

We shall not be responsible to you for any delays in the delivery of items that are caused by events outside of our control. However, we will contact you as soon as possible to notify you of any such events, and we will try to minimise the effects of any delay. 

Damaged/faulty goods/good not as described 

You have a legal right to return any item that does not match the description on our website, is not fit for its intended purpose, or is not of satisfactory quality. You are entitled to a refund if you tell us this within 30 days of receipt of the item, or you may request a replacement item instead. In either case, if the item was purchased, you will need to return the item in question to us at your own cost.  

Your personal information 

We use the personal information you provide to us in order to supply the item(s) you have ordered to you and to process your payment.

With your consent, we will contact you to let you know about promotional offers relating to the products you have purchased on this site, updates on Shelter Cymru’s work, and our campaigning and fundraising activities. 

All personal data held by us or on our behalf is held in accordance with our Privacy Statement.

Our liability to you 

We are responsible for any foreseeable loss or damage you suffer that is caused by our breach of these Terms or our negligence. Loss or damage is foreseeable if it is obvious it will happen, or if both parties knew it might happen at time the contract was formed. 

We are not responsible for any other kind of loss or damage. However, we do not in any way seek to exclude or limit our liability to you where it would be unlawful to do so, including for:

  • death or personal injury caused by our negligence

  •  fraud or fraudulent misrepresentation
  • any breach of your statutory rights under sections 9-11, 13 and 14 of the Consumer Rights Act 2015 (i.e. items must be of satisfactory quality, fit for purpose and match any description, samples and/or model provided) 
  • defective products under the Consumer Protection Act 1987 

We only supply items for domestic and private use. You agree not to use items ordered from this website for any commercial, business or resale purposes, and therefore we shall have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. 


These terms are governed by the laws of England and Wales, and the courts shall have exclusive jurisdiction in all disputes arising out of these terms and any item(s) ordered from this website. If you have a complaint about anything you have purchased via this website, there is an online dispute resolution service which is operated through the following link: http://ec.europa.eu/consumers/odr/. 

If a court finds any part of these terms unlawful or unenforceable for any reason, this shall not affect the rest of the terms which will remain valid and enforceable. 

This contract is between you and us. Nobody else has any rights under or in respect of these terms. 
Even if we delay in enforcing any of these terms, we can still enforce them at a later time. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of any breach, it will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. 

These terms and conditions do not in any way affect your statutory rights. 

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