Refund policy

Newlife is a charity dedicated to supporting disabled and terminally ill children. Every purchase helps fund vital services. We kindly ask customers to consider this when making returns, as processing returns creates additional costs that reduce the funds available for our work.

We want you to be happy with your purchase. Please read the sections below carefully, as returns differ depending on whether your item was bought online or in-store.

 

 

Online Purchases

Online orders must be returned by post and cannot be returned to Newlife stores.
Our retail stores are unable to process refunds or exchanges for online orders.

Your right to cancel

Under UK law, you have 14 calendar days from the day after you receive your order to tell us you wish to cancel.

Once you’ve notified us, you then have another 14 calendar days to return the item(s).

Refunds will be made to the original payment method.

You are responsible for return postage costs, unless the item is faulty or incorrect.

Please keep proof of postage.

An invoice or order confirmation must be included so we can locate your order.

This legal right applies to all online purchases, including sale or discounted items (unless they fall under hygiene exceptions listed below).

Send online returns to

Newlife Online
Newlife Centre
Hemlock Way
Cannock
WS11 7GF

 

 

In-Store Purchases

These terms apply only to items purchased in a physical Newlife store.

Full-priced items can be returned within 14 days for a refund to the original payment method.

Sale or discounted items are non-refundable in-store unless faulty.

Items must be accompanied by a receipt or proof of purchase.

Refunds can only be processed in-store for items originally purchased in-store.

 

 

IMPORTANT: Online vs. In-Store Returns

  • Items bought online cannot be returned to store

  • Items bought in store cannot be returned by post to our online returns address

  • Please return items using the correct method based on where they were purchased

This ensures refunds are processed correctly and quickly.

 

 

Exceptions (all purchases)

For hygiene and safety reasons, we cannot accept returns on:

  • Pierced jewellery

  • Cosmetics or toiletries

  • Mattresses if unsealed or used

  • Swimwear or underwear

Unless faulty, these items must be unused and in original condition.

Items must be in new, unused condition with tags attached.

This does not affect your legal rights if an item is faulty.

 

 

Faulty, damaged or incorrect items 

If your item is faulty, damaged, or incorrect, please contact us or return it using the correct method based on where it was purchased.

Some donated items may have minor defects. Where known, these will be noted on the product description or ticket and reflected in the price.

 

 

Refund times

Online returns:
 Refunds are processed within 14 calendar days of receiving the returned item (or proof of postage), in line with UK law.

You will receive an email confirmation once your refund has been completed.

In-store returns:
Refunds are usually processed within 8 working days.

 



 

Last reviewed: 23 February 2026