Online Terms and conditions

General – About these terms and conditions

Please read these terms and conditions ("Terms") and our Privacy Policy (which sets out how we hold and handle your data and personal information) carefully before using our online shop or placing an order with us and ensure you understand them. If you place an order with us, you will be asked to agree that you have read and accepted these Terms to complete the order.

When we refer to the “Online Shop” we mean the website at https://shop.woodlandtrust.org.uk/ or any subsequent URL which may replace it

IMPORTANT

If you are ordering Dedications and Virtual Gifts please refer to the sections 2 and 3 below titled ‘2 -Important Information About Dedications and Virtual Gifts’ and ‘3 - Dedications – Additional Information’ containing the Terms applicable to such orders. 

If you are purchasing goods (which excludes Dedications and Virtual Gifts) displayed for sale on the Online Shop (“Products”) the Terms in sections 4 to 21 below will apply to your purchase and be included in the contract between us for the sale of the Products (“the Contract”). 

These Terms, and any Contract between us, are only in the English language.

We may amend these Terms from time to time in accordance with section 20.

Every time you place an order, we would advise you to check these Terms to ensure that you understand the terms that will apply to your order.  These terms were most recently updated on 13 November 2025.

If you are under 18, please get a parent or guardian to place the order for you as we cannot accept orders directly from persons under 18 years of age. By placing an order with us, you are confirming that you are 18 years of age or over and that you agree to these Terms.

1. Information about us and how to contact us

2. Important Information about Dedications and Virtual Gifts

3. Dedidcations - additional information about dedicating trees, woodland and benches etc

4. Important information for ordering products

5. Ordering process and accepting your order

6. Information about our Products

7. Ordering trees - additional terms

8. Prices, payment and promotions

9. Our rights to terminate our Contract with you

10. Delivery

11. Your rights to change your mind as a Consumer

12. Faulty or defective Products

13. Our liability to consumers

14. Our liability to Business Customers

15. Events outside our control 

16. Customer service and complaints

17. Use of your personal information

18. Communications between us if you are a Business customer

19. Registration

20. Other important terms applying to our contract

21. Disclaimers

1. Information about us and how to contact us

This Online Shop is operated by the Woodland Trust’s wholly owned subsidiary company, Woodland Trust (Enterprises) Limited, Registered Company No. 2296645 and our registered office is at Kempton Way, Grantham, Lincolnshire, NG31 6LL. Our VAT number is: 520-6111-04.

Your contract for the purchase of Products from the online shop, once made, is with Woodland Trust (Enterprises) Limited (“we”, “us” or “our” (as appropriate)).

All profits made from the sale of Products on the Online Shop and all donations (including donations from the purchase of Dedications and Virtual Gifts) are paid directly to the Woodland Trust to support its work. The Woodland Trust is a registered charity (Charity Number England and Wales: No. 294344, Scotland No. SC038885) and a company limited by guarantee whose registered office is at Kempton Way, Grantham, Lincolnshire NG31 6LL

You can find everything you need to know about us, Woodland Trust (Enterprises) Limited, and the products from the Online Shop or from the Supporter Services Team before you order (see the Contact details below).

Contact Us

To contact our Supporter Services Team please use the following details quoting your order reference number if it relates to an existing order:

Products (excluding Dedications and Virtual Gifts): Please call 0330 333 3300, Monday to Friday, 8:30am – 5pm or email shop@woodlandtrust.org.uk.

Dedications: Please call 0330 333 3300, Monday to Friday, 8.30am – 5pm or email dedications@woodlandtrust.org.uk.

Virtual Gifts: Please call 0330 333 3300, Monday to Friday, 8.30am – 5pm or email shop@woodlandtrust.org.uk

For all other enquiries relating to the Woodland Trust, including donations please email enquiries@woodlandtrust.org.uk or call 0330 333 3300.

How we may contact you.

If we have to contact you we will do so by email or by pre-paid post to the address you provide to us in your order.

2. Important Information about Dedications and Virtual Gifts

Contact Us

2.1 We will aim to ensure you have all the information you need before ordering a Dedication or Virtual Gift online, however, please contact our Supporter Services Team on 0330 333 3300, Monday to Friday, 8.30am – 5pm or for Dedications email dedications@woodlandtrust.org.uk and for Virtual Gifts email shop@woodlandtrust.org.uk if you have any queries.

Please quote your order reference number if it relates to an existing order

Important - Donations for Dedications and Virtual Gifts

2.2.  Ordering one of our Dedications or Virtual Gifts constitutes a donation to the Woodland Trust and is not a purchase of goods or any item mentioned in the description on the Online Shop. Accordingly, the donation cannot be refunded, unless it in accordance with the Fundraising Regulator’s guidelines.

This applies to our complete range of Dedications and Virtual gifts available, including:

• Dedicate a Tree packs
• Woodland Dedication packs
• All Virtual Gifts

2.3. Each donation is used to help the Woodland Trust to continue with its full range of work and may not always go towards the specific cause shown on the Virtual Gift itself. You can read more about the range of the Woodland Trust’s work in the About Us section of the Woodland Trust’s website.

2.4. As a thank you for the donation, you (or the person nominated by you) will receive a gift certificate acknowledging the donation and various other materials. Where specified, such materials will be available as an instant download. Under no circumstances may the thank you gifts or certificates provided for Dedications or Virtual Gifts be offered for re-sale, commercial or otherwise.

Ordering process

2.5. You place the order for Dedications and Virtual gifts on the Online Shop by completing the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Online Shop. Alternatively, you may place an order over the telephone - see the Contact Us section above to order by phone. If you would prefer to submit an order for a Dedication via post, please contact Supporter Services (see the Contact Us section above for Dedications) and request an application form, which will contain details of how you can do this and the donation payment methods., and these Terms will also apply to all Dedications and Virtual Gifts Oorders placed via telephone or Dedications submitted via post.

2.6. Subject to 2.8 below, your dedication certificate or gift cards will be printed with the wording and any personal message you enter on the application form or email. Please check this carefully before you finalise and submit it and amend any errors. You are responsible for ensuring the accuracy of the details provided during the order and checkout process. Once this information has been provided, we are unable to change any details on your behalf and we will be unable to replace the dedicated item or gift if you have made an error when providing us with the information.

2.7. For dedication plaques, your dedication wording can consist of up to 4 lines of text, each line limited to 35 characters in length. We are unable to include any symbols or special characters in your dedication. You are responsible for ensuring the accuracy of the details provided. Once this information has been provided, we are unable to change any details on your behalf and we will be unable to replace the dedicated item if you have made an error when providing us with the information.

2.8. Certificates sent from our Online Shop or wording for Dedication plaques must not contain anything which would reasonably be deemed to be:

• Abusive;
• Defamatory;
• Obscene;
• Unlawful;
• Threatening; or
• Marketing or advertising.

And the Woodland Trust may disclose your registration details to the police or appropriate authorities if necessary. 

If the choice of certificate design you want is unavailable we reserve the right to send you a different design.

2.9. When completing your order for a Dedication or Virtual Gift, you are asked to choose to have the order delivered either by e-mail or post. If your Dedication is time-sensitive we have email fulfilment available. Please ensure you select the relevant delivery method to suit your required timescales for delivery.

Please ensure that you provide us with the recipient’s correct address details for delivery of all Dedications or Virtual Gifts. The delivery method and address cannot be changed once you have submitted your order. If you have any queries or concerns, please contact our Supporter Services Team.

2.10. Once you have submitted your order we will send you an order confirmation email detailing the Dedication or Virtual Gift you have ordered.

2.11. You can’t change your mind about the details of Dedications and Virtual Gifts once ordered- so, for example, if you have selected a tree dedication for a specific site or woodland, you are unable to alter your choice to an alternate woodland.

Delivery of your Dedication Pack or Virtual Gift Certificates 

2.12. If you have chosen to receive a Dedication or Virtual Gift by post, the certificate or other items will be sent by 2nd class post using Royal Mail or national couriers and there are no delivery charges.

2.13. We aim to dispatch all Dedications or Virtual Gift items, including certificates, within 10 working days of receipt of your donation on submitting your order.

2.14. If you have chosen to receive your certificate by email, the certificate will be emailed to the address you have provided as soon as you have submitted your order online. However, due to circumstances beyond our control, they may occasionally take several minutes or possibly even hours before they arrive in the recipient's inbox. If you, or your intended recipient, do not receive the certificate, please check your email’s spam or junk folder in the first instance and, if it isn’t there, please contact our Supporter Services Team, providing full details of the Dedication or Virtual Gift applied for.

3. Dedications- additional information about dedicating trees, woodland and benches etc

3.1. Please be aware that any trees/woods dedicated as a result of your order will not be marked with the dedication; however, you are welcome to visit the area dedicated.

3.2. All posts and benches will be supplied by the Woodland Trust for dedications and are made from UK-grown FSC certified oak. This is the most durable native hardwood timber we can grow in this country and it can be expected to have a useful life of 15-20 years in our climate without any preservative or varnish as it will naturally ‘silver’ with age and eventually get covered in moss/lichen etc.

If estate furniture such as stiles, kissing gates and field gates are dedicated then these will have a shorter lifespan as they are made of treated softwood.

3.3. All benches, posts and estate furniture dedicated will remain in the ownership of the Woodland Trust and are maintained as determined by the Woodland Trust. Accordingly, no modifications, customisation, repairs, maintenance (including applying varnish, wood stain, creosote or any other wood products) work or removal of dedications may be undertaken on dedicated items other than by the Woodland Trust and its approved contractors. Where work is undertaken other than by or on the instructions of the Woodland Trust, the dedicated item will be removed from the maintenance programme and further periods of dedication will not be offered.

3.4. The Woodland Trust will maintain, repair or replace any dedicated new benches or posts for up to 10 years after their dedication. After thus period, work an any dedicated new benches or posts requiring repair or replacement will only be undertaken where the original dedicator or their next-of-kin is able to provide a donation to support the cost of this work, following any reasonable attempts to contact them by the Woodland Trust. 

3.5. The Woodland Trust will cover the cost of any repairs to or replacement of any dedicated pre-installed benches for a time period (as stated below) from the time of their dedication, depending on the condition of the pre-installed bench at the time of dedication:

• Excellent: eight years
• Very Good: seven years
• Good: six years

3.6. If any dedicated pre-installed benches require repairs or replacement after this period, work will only be undertaken where the original dedicator or their next-of-kin able to provide a donation to support the cost of this work, following any reasonable attempts to contact them by the Woodland Trust.

3.7. If the original dedicator, or their next of kin, do not wish to support the costs of repair or replacement as set out above, the Woodland Trust reserves the right to remove such items. Wherever possible, we will make reasonable efforts to return any dedication plaque to the original dedicator. Any areas that were dedicated alongside the bench or other dedicated item will remain dedicated in perpetuity.

3.8. In some circumstances, it may not be possible to locate or install your dedicated item in the location you have chosen, or we may be required to relocate your dedicated item due to circumstances beyond our control. In such event we will inform you in writing and explain the options available to you.

3.9. In the interests of protecting wildlife and the natural environment we kindly request that nothing is left in the vicinity of a dedication. The Trust retains the right to remove and dispose of any items including, but not limited to, flowers (whether real or artificial), keepsakes, ornaments or any other adornments placed on, or attached to, dedicated items such as trees or benches.

4. Important information for ordering products

4.1. When you place an order with Us you are agreeing to purchase the Products (this has the meaning set out in the section above ‘General – About these terms and conditions’) on the terms and conditions in sections 4 to 21 of these Terms.

Business customers don’t have the same rights as consumers

4.2. Where a term applies just to businesses or just to consumers, this is clearly stated. You are acting as a business customer if you are buying products wholly or mainly for use in connection with your trade, business, craft or profession, even if you are an individual.

Contact Us

4.3. For general Online Shop or Product enquiries, or to place an order via telephone, please call our Supporter Services Team on 0330 3333300, Monday to Friday, 8:30am – 5pm or email shop@woodlandtrust.org.uk. 

Important - these Terms will also apply to Orders placed via telephone, you are deemed to have read and accepted these Terms when placing an Order via telephone. 

To contact Us about an existing Order please use the following details:

4.4. How to contact us if you are a consumer: To cancel a Contract in accordance with your legal right to do so as set out in Section 11 you just need to let us know that you have decided to cancel, quoting your order reference number. The easiest way to do this is to contact the Supporter Services Team by telephone on 0330 333 3300, Monday to Friday, 8.30am – 5pm or email shop@woodlandtrust.org.uk

4.5. How to contact us if you are a business: You may contact us by telephoning our Customer Services team at 0330 333 3300, Monday to Friday, 8.30am – 5pm or email shop@woodlandtrust.org.uk quoting your order reference number if it relates to an existing order. If you wish to give us formal notice of any matter in accordance with these Terms please see Section 18.

4.6. How we may contact you. If we have to contact you or give you notice in writing, we will do so by email or by pre-paid post to the address you provide to us in your order.

5. Ordering process and accepting your order

5.1. You can find everything you need to know about the Products from our Online Shop or from the Supporter Services Team before you order (see the Contact Us section above).

5.2.  You place the order for your Products on the Online Shop by completing the checkout process. You will be guided through the process of placing an order by a series of simple instructions on the Online Shop. Alternatively, you may place an order over the telephone - see the Contact Us section above to order by phone and these Terms will also apply to Orders placed via telephone.

5.3. Please check through your order carefully before submitting and amend any errors. You are responsible for ensuring the accuracy of the details provided during the order and checkout process. Take particular care when entering information to be used in or on any products or gift cards to be personalised to your requirements. Once this information has been provided, we are unable to change it on your behalf and we will be unable to replace the Product if you have made an error when providing us with the information. 

5.4. For online orders only, once you have placed your order on the Online Shop we will send you an order confirmation email detailing the Product(s) you have ordered. No contract for the sale of the Product(s) exists until we have formally acknowledged and accepted your order.  We may contact you if necessary to obtain further information to enable your Order to be processed.

5.5. For telephone orders, the contract will come into effect on the day we dispatch your order to you.

5.6. PRE-ORDERS: These are items that are currently not available and/or are sold-out from the Online Shop and we are awaiting delivery of new stock. We from our supplier on the Product page (this date is subject to change without notice and we will endeavour to inform you of any delays to this date by email) and the Contract will come into effect after the stock is received and on the day we dispatch your order to you.

5.7. Your credit/debit card will be charged when your Order is placed. We will use Opayo (previously called Sage Pay) to validate your payment for online purchases.

Additional term for business customers

5.8. If you are a business customer, by placing an order you accept that these Terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.

6. Information about our Products

6.1. We are not the manufacturer of the Products and whilst we aim to ensure that Product information and descriptions on the website are accurate, the manufacturer may alter the Product information.  The images of our Products on our site are for illustrative purposes only. Although we make every effort to display colours accurately, a product’s true colour may not exactly match that shown on your device or its packaging may be slightly different. The Product(s) you receive may vary slightly from the images on the website.

6.2. Where a Product is handmade, any quoted sizes, weights, capacities dimensions and measurements indicated on our website are subject to a potential difference of up to 5%.

6.3. You should always ready the labels, warnings, instructions and advice provided with the Product before using it. The Products supplied by us shall be deemed suitable only for the purpose designed and intended and are only sold for domestic and private use.

6.4. Certain Products on our site can only be purchased if you satisfy the legal age requirement for that product; these are:

• products containing alcohol,
• knives or other bladed instruments

6.5. We are not allowed by law to supply these products to you if you do not satisfy these age requirements. If you are underage, please do not attempt to order these products from our site. Proof of ID may be requested upon delivery. By placing an order with us you are confirming that you are of legal age to purchase the relevant products.

6.6. We can always change, withdraw or suspend the supply of a Product where the Product or the manufacturer/supplier no longer meet the Woodland Trust’s ethical standards and amend our delivery areas to reflect changes in relevant laws and regulatory requirements, ,  particularly where there are changes to regulations on the supply of trees, live plants or seeds to prevent the spread of pest and diseases or secure biodiversity.  Where you have placed an order for such Products or require delivery to an excluded delivery area, we'll contact you to end our Contract (see section 9.2) with you and refund any sums you've paid in advance any Products you won't receive.

7. Ordering Trees - additional terms

7.1. All our trees, plants and seed products are UK and Ireland Sourced-and-Grown (UKISG). We ship to England, Scotland, Wales and all UK islands.  We do not deliver to Northern Ireland, the Channel Islands or the Isle of Man. 

7.2. You may not under any circumstances offer the trees, plants and seed products purchased from Us for re-sale, whether commercial or otherwise. We reserve the right reject an Order placed or to terminate our Contract with you, at our sole discretion, where we reasonably believe that it is your intention to offer products supplied by us for resale in contravention of this clause.  

7.3. We reserve the right to terminate our Contract with you, at our sole discretion, for an Order that has yet to be fulfilled if the intended delivery address is not within clause 7.1 or we become aware it is your intention for such Products to leave the permitted shipping regions specified in clause 7.1.

7.4. When ordering trees or other products specified on our website as mixes or packs, we reserve the right to vary the species of tree or other products supplied within the mixes or packs in the event that the species ordered is no longer available.

7.5. When purchasing trees or other products to be planted, you are responsible for ensuring you have all necessary permissions to plant the tree or other product; that you comply with all applicable regulations when planting the tree or other product; and establishing the safety and suitability of the products for your intended use, including with, or in proximity to, animals and livestock as some of the trees or other products sold may be toxic in relation to animals or livestock.

7.6. If you are undertaking a project involving the planting of a large number of trees or other products you may be required to complete an environment impact assessment and seek consent from the Forestry Commission before commencing. You can find out more about the application process for large planting projects on the Woodland Trust's website. 

7.7. The planting of large scale tree projects using Products purchased from the Online Shop, does not infer any form of endorsement by or  partnership with the Woodland Trust and You agree  not to make any statements or representations to suggest this.  

7.8. We aim to deliver your trees within 10 days of your Order and separately from any other Products, unless specified differently within the product details. Orders for 8 trees or less will be sent via Royal Mail whilst orders of 9 trees or more will be delivered by a national courier. At present, delivery dates cannot be guaranteed. Orders comprising of more than 900 trees may take longer than the standard 10-day delivery window. If you do not receive your trees within 10 days, please contact our Supporter Services Team (see the Contact Us section above).

7.9. Please ensure you have read and understood section 11 below, which states that you are not entitled to change your mind and return an order for trees or plants, as they are perishable items which deteriorate rapidly if not stored in appropriate conditions. Should you have any concerns about the quality of the Products received, please refer to section 12.5 below.

8. Prices, payment and promotions

8.1. For online orders and telephone orders your credit/debit card will be charged when your order is placed.

8.2. PRE-ORDERS: These are items that are currently not available and/or are sold-out from the Online Shop and we are awaiting delivery of new stock. For pre-orders, payment will also be taken when the order is placed against the anticipated delivery of fresh stock.

8.3. Prices displayed include VAT where applicable at the rate currently chargeable in the UK and may change accordingly. Any change in VAT between the date of your order and the date of delivery will alter the price as you have already paid in full.

8.4. The price you pay is the price displayed on our Online Shop at the time you place your order which may be subject to offers or promotions. Prices for our Products may change from time to time, but changes will not affect any order you have already placed.

8.5. You own the products once we have received payment in full, including all applicable delivery charges.

8.6. If you are a business customer you have no set-off rights. you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).

8.7. From time to time, we may choose to run promotions for specific offers or discount opportunities on Products via our Online Shop ('Promotion').  

8.8. Any descriptions or terms of an offer or discount opportunity set out on our Online Shop and/or marketing communication (“Promotion Terms”) will apply to the Products subject to that Promotion in addition to these Terms.

8.9. A Promotion is only valid on full-priced items and cannot be used on sale or promotional items which are already discounted, unless otherwise stated.

8.10. Where a Promotion is only valid for a limited period of time, the valid time period will be as specified in the relevant Promotion Terms.  After this time, the offer will expire, and any orders placed outside of the Promotion period specified will not be eligible for the Promotion.

8.11. Promotions are valid for orders placed via our , unless otherwise stated in the Promotion Terms.

8.12. Promotions are not redeemable against Dedications or Virtual Gifts.

8.13.  If an item from an order which is subject to a Promotion is returned, and by giving a full refund for such item You cease to qualify for the Promotion under the Promotion Terms, then we may deduct the total discount given under the Promotion from any refund.

8.14. All orders are subject to stock availability and we reserve the right to withdraw, amend or extend a Promotion at any time.

8.15. We will not be liable for any technical issues, system failures, or other issues that may prevent or hinder Your participation in the Promotion or the ability to benefit from the Promotion.

8.16. We reserve the right to exclude any individual from participating in or benefiting from a Promotion where We reasonably believe the Promotion is being misused or the Promotion Terms are being breached.

8.17. No alternative promotional offer, substitute discount, or cash equivalent to a Promotion shall be provided.

8.18. Where a Promotion involves the supply of a code which can be used if your Order meets the Promotional Terms (“Promotion Code”), the following additional conditions apply:

8.18.1 a Promotion Code cannot be used in conjunction with any other offer unless otherwise stated in the Promotion Terms;

8.18.2. the Promotion Code must be entered as requested during the check-out process or stated during the telephone ordering process;

8.18.3. proof of entitlement to use a Promotion Code may be requested where the Promotion Terms state that the Promotion Code is for use by the intended recipient only;

8.18.4. any orders using Promotion Codes is subject to our acceptance and any improper use of Promotional Codes may result in the cancellation of your order.

8.19. To the extent that there is any conflict between these Terms and the Promotion Terms, then the Promotion Terms will apply.

9. Our rights to terminate our Contract with you

9.1.  We can end our contract with you for a Product if We are unable to supply the Product to you where:

9.1.1. You do not, or we are unable to verify, or we reasonably believe that you do not, meet the required legal age requirement for an age-restricted product (see section 6.5);

9.1.2.  The Product is withdrawn (prior to it being dispatched to you) further to section 6.6;

9.1.3. The delivery address provided by you is in a region that is within delivery exclusion area for that Product (see section 10.3); or

9.1.4. We are unable to obtain the stock to fulfil your order for any reason, including where the Product has been pre-ordered, in order to fulfil your order within our maximum 30-day delivery period;

in which case, we will refund you the full amount you have paid for such Product(s), including any delivery costs related to those Products, as soon as possible after the Contract has been terminated.

9.2 We can end our contract with you for a Product where (and claim any compensation due to us):

9.2.1. You don't, within a reasonable time of us asking for it, provide us with information or cooperation or access that we need to provide the Product;

9.2.2. You act in a way that breaches these Terms;

9.2.3. You don't, within a reasonable time, allow us to deliver the product to the delivery address specified then (unless the product is clearly personalised or customised or is for trees or other perishable items) we treat your order as cancelled and refund the purchase price. This term shall not apply where you are a consumer and you have informed us that you wish to exercise your legal right to change your mind (see section 11);

10. Delivery

10.1. All Products will be delivered to the address specified by you in your order (subject to our delivery exclusions below). Products may be delivered separately.

10.2. Delivery Charges - The postage and packaging charges for Products delivered in the UK (including all UK islands subject to the delivery exclusions below will be determined and included in your order summary before the order is completed.

10.3. Delivery Exclusions - We do not deliver any Products to the Channel Islands or the Isle of Man and in addition we do not deliver trees (or seeds or other live products to be planted) to Northern Ireland – see ‘Ordering Trees – Additional Conditions above.

10.4 Delivery Times - All delivery timescales stated are estimates. When an item has been pre-ordered (see section 5.6) we will display the expected date of receipt of stock from our supplier on the Product page. This date is subject to change without notice and we will endeavour to inform you of any delays to this date by email.

10.5. We aim to deliver most Products within 10 days of an order being placed, however please allow up to 30 days or where an item has been pre-ordered (see section 5.6).  Sometimes delivery of the Products may be affected by events that are outside of our control - see section 15 for our responsibilities when this happens.

10.6. If we fail to deliver your Products within 30 days of confirming acceptance of your order, we will notify you of the reason for the delay and you may cancel your order for those Products and we will provide you with a refund for the Products not delivered.  If the Products have been delivered to you after you cancel the order for the Products, you will have to return them to us or allow us to collect them, and we will pay the costs of this.

10.7. Delivery of an order shall be completed when we deliver the Products to the address you gave us in the Order and the Products will be your responsibility from that time.

10.8. If you don’t, within a reasonable time, allow us to deliver the Product to you at the address provided by you in the Order, then unless the Product is clearly personalised or customised or is for trees or other perishable items, we will treat your order as cancelled and refund the purchase price excluding any delivery charges (see clause 11). We may also be entitled to claim any compensation due to us as a result of ending our Contract with you in this way. 

11. Your rights to change your mind as a Consumer

This section only applies if you are a Consumer 

11.1. If you are a consumer, for most of our Products, you have a legal right to change your mind about your purchase, cancel the Contract and receive a refund of what you paid for it, including the standard delivery costs applicable to the Product being cancelled. 

11.2. Your right to cancel a Contract starts from the date of the email we send you to confirm your order, or for telephone orders where you have not provided us with an e-mail address, the date of dispatch of the order (the date on which we accept your order), which is when the Contract between us is formed. Your right to cancel is subject to some conditions, as set out below.

11.3. When you can't change your mind. You can't change your mind about and cancel an order for: 

• Perishable goods such as food or trees (individual trees, tree mixes and tree packs);
• digital products, after you have started to download or stream these;
• Any Products which are services, once these have been completed;
• products sealed for health protection or hygiene purposes e.g. earrings, once these have been unsealed after you receive them;
• sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them;
• goods that are made to your specifications or are clearly personalised, such as stationery or gifts,
• Periodicals or magazines.
• goods which become mixed inseparably with other items after their delivery.

This does not affect your statutory rights if goods are faulty or not as described.

11.4. The deadline for changing your mind. If you change your mind about a Product you must let us know as soon as possible and no later than 14 days after:

• the day we deliver your Product(s). If the goods are split into several deliveries over different days, the 14- day period runs from the day after the last item in your order is delivered.
• the day we confirm we have accepted your order, if it is for digital content for download or streaming , although you can't change your mind about digital content once we have started providing it or you have downloaded it (Note: this does not apply to Virtual Gifts which are subject to different Terms).

Products must be returned within 30 days of you receiving delivery of them.

11.5. How to let us know. To let us know you want to change your mind, contact our Supporter Services Team using the e-mail address or telephone number in the Contact Us section above. You must include a clear statement that you wish to cancel your contract, including details of your name, address, details for the order you wish to cancel and, where available your phone number and e-mail address.

11.6. You have to return the product. If you are returning a Product(s) that you have already received because you have changed your mind, you are responsible for arranging the return of the Product(s) to us within 14 days of your telling us you have changed your mind. The Product can be returned free of charge to the Freepost address below. To assist with safe return, you should keep a receipt or other evidence from the delivery service that proves you have sent the Product and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price.

11.7. Products (except for the Woodland Trust digging fork (WTDF) and the Woodland Trust digging spade (WTDS) products) should be returned to the address below, clearly stating your name, address and order number:

The Woodland Trust
Freepost Admail 4126
Grantham
Lincolnshire
NG31 6ZX

11.8. To return the Woodland Trust Digging Fork (WTDF) or Woodland Trust Digging Spade (WTDS) products, please call Supporter Services Team on 0330 333 3300, Monday to Friday, 8:30am – 5pm or email shop@woodlandtrust.org.uk.

11.9.  We may refuse to refund you, or make a deduction from any refund, if you have used or damaged a Product. Any Products returned to us where you have changed your mind must be returned to us in their original packaging, with all tags intact and in perfect, unused and re-saleable condition. We may not refund the full purchase price if the Product is not returned in this condition, or because of the way you have treated or used the product, to compensate us for its reduced value and being unable to re-sell it.

11.10. When and how we refund you. If your Product is goods that haven't been delivered or digital content, we refund you as soon as possible and within 14 days of you telling us you've changed your mind. If your Product is goods that you're sending back to us, we refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We will refund you by the method you used for payment. Where you ordered a number of Products and only cancel/return some of them, delivery charges will not be refunded, except for such part of delivery charges that relate specifically to the Products returned

12. Faulty or defective Products

Your rights and remedies if you are a consumer. 

Section 12.1 to 12.5 inclusive only apply if you are a consumer

12.1. We honour our legal duty to provide you with products that are as described to you on our Online Shop and that meet all the requirements imposed by law, meaning that goods must be as described, fit for purpose and of satisfactory quality.

12.2. Return the product to us. If you think there is something wrong with your Product, you must email our Supporter Services Team.  Please provide your order reference number to help us process it quicker.

12.3. A full refund will be provided for any faulty or defective Products, returned to us if requested, where you have notified us of the issue within 30 days of you receiving the Product.

12.4.  On receipt of the faulty or defective Product (if requested) we will refund you:

• The price you paid for the Product;
• the standard delivery costs applicable to the Product being returned;
• Any reasonable delivery costs you have incurred in returning such Products equivalent to the cost of using the least expensive delivery method we offer;

We will refund you by the method you used for payment.  

12.5. Trees and Plants

12.5.1 If you are concerned about the condition of your Product(s) on receipt of delivery, please contact our Supporter Services Team (see the Contact Us section above). You must contact us within three days of receipt providing images showing the condition of the Product(s) as you received it/them,

12.5.2. Problems may occur due to damage in transit or other issues and the receipt of images showing the condition of the Products as you received it/them will assist us to identify any issue and rectify it as quickly as possible.

12.5.3. Where we are able to identify an issue, we will dispatch replacements where possible or refund your order if that is your preference.

Your rights and remedies if you are a business

The following parts of section 12 only apply if you are a business customer

12.6. We warrant that on delivery any Products which are goods shall:

• conform in all material respects with their description;
• be free from material defects in design, material and workmanship;
• be of satisfactory quality (within the meaning of the Sale of Goods Act 1979); and
• be fit for any purpose held out by us.

12.7. Unless an exception applies further to clause 128. if: 

• you give us notice in writing within a reasonable time of discovery that a Product does not comply with the business customer warranty at section 12.6
• we are given a reasonable opportunity of examining such Product; and
• you return such product to us at our cost, we shall, at our option, repair or replace the defective Product, or refund the price of the defective Product in full and this will be your only remedy for breach of the warranty. These terms shall apply to any repaired or replacement Products supplier to us.

12.8. We will not be liable for a Product's failure to comply with the business customer warranty at section 12.6 if:

• you make any further use of such Product after telling us it is non-compliant;
• the defect arises because you failed to follow our oral or written instructions as to the storage, installation, commissioning, use or maintenance of the Product or (if there are none) good trade practice;
• the defect arises because we followed any drawing, design or specification supplied by you;
• you alter or repair the Product without our written consent; or
• the defect arises because of fair wear and tear, wilful damage, negligence, or abnormal working conditions.

13. Our liability to consumers

This section only applies if you are a consumer

13.1. We don't compensate you for all losses caused by us or our Products. We're not responsible for losses you suffer caused by us breaking this Contract if the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control (see Section 15) or we are otherwise unable to supply the Product and have to terminate this Contract under section 9.1.
• Avoidable. Something you could have avoided by taking reasonable action, including by following our reasonable advice or by correctly following the Product instructions or using the Product for its intended purpose.
• A business loss. Loss you suffer in connection with your trade, business, craft or profession as our liability for this loss is limited, as described in the section below – ‘Our liability to Business Customers’.

14. Our liability to Business Customers

This section only applies if you are a business customer

14.1. The Products offered for sale on the Online Shop are for internal use by your business only and are not supplied, and must not be used, for the purposes of resale by your business.

14.2. Subject to section 14.3:

14.2.1. we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, sales, business or opportunity or revenue, or any indirect or consequential loss arising under or in connection with any contract between us; and

14.2.2. our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the total sums paid by you for Products under such contract.

14.3. Nothing in these terms shall limit or exclude our liability for:

14.3.1. death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);

14.3.2. fraud or fraudulent misrepresentation;

14.3.3. breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;

14.3.4. any matter in respect of which it would be unlawful for us to exclude or restrict liability.

14.4. Except as expressly stated in these Terms relating to the rights of business, we do not give any representation, warranties or undertakings in relation to the Products and exclude, to the fullest extent permitted by law, all such terms which might otherwise be implied or incorporated into the Contract or these Terms by statute, common law or otherwise. In particular we make no representations that any Products are suitable for your purposes, whether made known to us or otherwise.

15. Events outside our control

15.1. We're not responsible for any failure to perform or delays in performing the Contract due to an event or delays outside of our reasonable control. If our supply of your product is affected by an event outside our control we will contact you as soon as possible to let you know. Our obligations under a contract will be suspended and the time for performance of our obligations will be extended for the duration of the event outside our control. Where that event affects our delivery of Products to you, we will arrange a new delivery date with you after the event outside our control is over.

15.2. You may cancel a contract affected by an event outside our control which has continued for more than 30 days by contacting our Supporter Services Team (see the Contact Us section above) to cancel the contract. If you cancel, you will have to return any relevant Products you have already received and we will refund the price you have paid, including any delivery charges. We will also provide a refund for any Products you have paid for in advance, but not received.

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16. Customer service and complaints

16.1. If you have a question or complaint about any product or content on the Online Shop or an order please contact our Supporter Services team (see the Contact Us section above).

16.2. We hope that you are happy with your Products and the service you receive, but should you have any queries or problems, please notify our Supporter Services Team immediately by email at (see the Contact Us section above)  who will do their best to resolve any problems you have with us or our products as quickly as possible.

16.3. For Consumers only - If we are unable to resolve a complaint after a reasonable amount of time, you may refer your complaint to Alternative Dispute Resolution (“ADR”) - alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. You can submit a complaint to an ADR provider on the list of approved ADR bodies available from the Chartered Trading Standards Institute and we will cooperate with the ADR provider in trying to find a mutually acceptable resolution, however if you're not satisfied with the outcome you can still go to court.

16.4. You can go to court. These terms are governed by English law.

• If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in.
• If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.

16.5. These terms do not affect your statutory rights as a consumer. For information about your statutory rights visit the Citizens Advice consumer service.

16.6. Please note, we will always try our best to help you, but we have the right to reject or end any communications which we consider are abusive or offensive.

17. Use of your personal information

17.1. For full information on how we collect personal information, what we do with it and the controls you have please refer to our Privacy Policy. We will only use your personal information in accordance with our Privacy Policy.

18. Communications between us if you are a Business Customer

18.1. Any notice or other communication given by you to us, or by us to you, under or in connection with the contract shall be in writing and shall be delivered either personally, sent by pre-paid first-class post or other next working day delivery service or emailed.

18.2. A notice or other communication shall be deemed to have been received: if delivered personally at our registered office; if sent by pre-paid first-class post or other next working day delivery service, at 9am on the second business day after posting; or if sent by email, one business day after transmission.

18.3. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email.

18.4. The provisions of this clause shall not apply to the service of any proceedings or other documents in any legal action.

19. Registration

19.1. Before you order from the online shop you can register with us. Each registration must be for a single user only.

19.2. Prior to providing any personal data, please refer to our Privacy Policy for further information on how your personal data will be used and stored.

19.3. Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering.

19.4. You should also inform us immediately if you have any reason to believe that your password has become known to anyone else or is likely to be used in an unauthorised manner.

19.5. We may disable any user identification code or password at any time if in our opinion you have failed to comply with any of the provisions of these Terms.

19.6. After registration, all details can be updated and passwords can be changed using the login functions.

20. Other important terms applying to our contract

20.1. We may amend these Terms from time to time. The top of this page identifies when they were last updated.

20.2. We may revise these Terms as they apply to your order from time to time:

• to reflect changes in relevant laws and regulatory requirements; and/or
• in the event that there is a material change to our relationship with our suppliers.

If we have to revise these Terms as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the Contract if you are not happy with the changes. You may cancel either in respect of all the affected Products or just the Products you have yet to receive. If you opt to cancel, you will have to return any relevant Products you have already received and we will arrange a full refund of the price you have paid, including any delivery charges. We will also provide a refund for any Products you have paid for in advance, but not received.

20.3. We can transfer our Contract with you, so that a different organisation is responsible for supplying your product. We'll tell you in writing if this happens and if you are a consumer we'll ensure that the transfer won't affect your rights under the Contract. If you're a consumer and you're unhappy with the transfer you can contact our Supporter Services Team (see the Contact Us section above) to end the contract within 7 days of us telling you about it and we will refund you any payments you've made in advance for products not provided.

20.4. You can only transfer your contract with us to someone else if we agree to this.

20.5. Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it.

20.6. This Contract shall not be construed or interpreted as creating any form of partnership or joint venture of any kind between Us and You are not permitted to make any statement or representation (whether written or verbal) that suggests, or could be interpreted as representing, that either the Woodand Trust or Woodland Trust (Enterprises) Limited supports or endorses any activity carried out by You, or are working in partnership with You,  when using the Products supplied under this Contract.

20.7. The Woodland Trust name and logo are registered trademarks and may not be reproduced.

20.8. If a court or relevant authority invalidates some of these Terms or the Contract, the rest of it will still apply. If a court or other relevant authority decides that some of these Terms are unlawful, the rest will continue to apply.

20.9. Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to.

21. Disclaimers

We will ensure that all orders, donations and subsequent transactions are conducted via a secure link. However, the security of information and payments transmitted via the internet cannot be guaranteed and, as we are not responsible for the operation of the secure link we will not, unless we are negligent, be liable for any loss you may suffer if a third party obtains unauthorised access to any information you provide.