Terms and conditions

1. We reserve the right to refuse service to anyone for any reason at any time.
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2. You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us.
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3. Prices for our products and postage are subject to change without notice.
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4. We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
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5. We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.
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6. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.
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Any ambiguities in the interpretation of these Terms of Service shall not be held against Lifewords.

Refund policy  

Pay It Forward covers two things – the cost of the order (which covers just our production and postage costs), and any additional donation made by the person ordering.  

If you wish to cancel or return your order you have 14 days from receipt of order to tell us. After that, you have 14 days to return the order to us in the condition in which you received it. We will process the refund of the production and postage costs once we have received the returned order, and confirmed that it is complete and undamaged, as per the Online and Distance Selling rules. Any donation made on top of the cost of the order won’t be refunded except under specific circumstances, as per the Charities Act 2011.

The circumstances under which we will refund a donation are:

• Violations of terms and conditions or usage guidelines by either us or the donor, and the order has been returned.

• The donor has made it clear in writing that the donation was for a specific purpose, and that purpose has failed.

• At our discretion.

We will refund the return postage costs of an order ONLY if a mistake was made by us, either in where the order was sent, the contents of the order, or if the order arrived damaged. If the order is being returned for any other reason, the cost to return the items will fall to the buyer.

We do our very best to ensure that the donation process is a smooth and worry-free experience.  

Our supporter engagement team are happy to talk to you by email – uk@lifewords.global, or phone – 020 7730 2155 if you need advice.  

Refusal/cancellation of order before dispatch

A contract between the person ordering and Lifewords is established when goods are dispatched. Therefore, Lifewords reserves the right to refuse, cancel, or amend any order that falls outside of our terms and conditions, usage guidelines, or as a result of low stock levels, before this point.  

If we are unable to fulfil an order in its entirety, we will refund the value of the items not included, or the full value if applicable. If this is necessary, we will attempt to contact you using the method through which the order was placed. If we are unable to get hold of you, we will take the necessary steps and endeavour to leave a message explaining the situation.

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Condition of donations

Donations given as part of the order process will go to enabling the work of Lifewords around the world.

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Complaints process

If you think any part of the supporter engagement, order, or donation process has fallen short of your expectations and you would like to make a complaint, you can email uk@lifewords.global and we will investigate. Your complaint will be acknowledged, and the result of the investigation will be communicated to you by email.