Terms & Conditions

Every purchase of charity merchandise from our Online Shop goes towards supporting our lifesaving cause.

Please refer to the following information when using our online shop.


All profits achieved from the sale of merchandise through our online shop will help us to achieve our charitable objectives.

Order processing

You can place an order by browsing our site and click ‘Add to basket’ on the products that you wish to buy. Once you have finished your selection, click on ‘Checkout’. Please check your items carefully and complete delivery address and register your name and email. Click on ‘Add payment details’ to enter your card details and billing address then click on ‘Complete payment’.

Once an order is placed, you will receive a confirmation email with a summary of your order, this is to indicate we have received your order.

Order Errors

If you have made a mistake in your order and cannot correct it in the shopping basket please respond to the email confirmation order you have received.

Amending your order

You can amend your order at any time before it is dispatched. Please contact us by responding to the email confirmation order you have received.

Credit card security

All credit/debit card transactions and details are handled securely. Card numbers are not held in clear text on any website.

We accept MasterCard, Visa and American Express.

VAT Charges

VAT, where applicable, is included in the price of all products.


Your satisfaction is important to us. We aim to ensure that goods are accurately described. Should your purchase fail to meet your expectations, simply return it to us within 14 days from the date of delivery. We guarantee to replace it or refund the purchase price. Please note that we can only refund the purchaser.

You also have a statutory right to cancel your order and receive a full refund for any goods within 14 working days after receipt of goods.

Please note that all products sold conform to the appropriate British and European standards and they are offered subject to availability at the time you place an order.

Cancelling your order

You have a legal right to cancel your order up to 14 days from the day of delivery.

Delivery, Postage & Packaging

Postage and packaging will be an additional charge added to the value of your order.

All merchandise prices shown on the shop are the set retail price (inclusive of VAT). They do not include postage and packing. Postage and packaging prices will need be added at the checkout stage of your transaction.

Postage charges are: £1.50 for orders up to a value of £4.99; £3.50 for orders valued between £5 and £7.99; £5.10 for all orders priced from £8 to £39.99; all orders of £40 or more cost £8.79.

Note: on occasions we may offer special ‘free delivery’ deals on some items.

Your order will usually be delivered within seven working days; however, please allow 14 days.

We endeavour to process all orders within 48 hours of being received. Whilst you should normally receive your order within a week, please do allow up to 14 days. Purchased goods are usually delivered by Royal Mail Second Class although we may use other delivery services from time to time.

Your delivery address can be different to your home billing address, so you can arrange for your order to be sent to your workplace or a neighbour who you know is in during the daytime.

Collection Only Items

Once payment has been completed, you will be contacted by a member of our retail team to arrange your collection date and time. The collection point is our airbase in Semington, address: Wiltshire Air Ambulance, Outmarsh, Semington, Wiltshire, BA14 6JX.

Stock availability

Sometimes items sell out due to popular demand. We will always try to replenish stock but sometimes this is not possible due to suppliers’ lead times. If you have placed an order for an item that is no longer available, we will offer you an alternative item or a refund.

Problems with your order

If your order has not arrived within 14 days, please contact us. Similarly, if you receive an incorrect or damaged item, please contact us within 14 days. We will offer you a replacement item or a refund, as per our returns policy.

Returns policy

In the unlikely situation that you receive an item that is damaged or faulty, we will give you a full refund, including the cost of returning the item to us. If you simply change your mind, we will refund the cost of the item, but the cost of returning it to us will be your responsibility.

We do not refund postage and packing costs after 14 working days of receipt of the purchased goods, unless the item is damaged or faulty. We reserve the right to refuse a refund on items that have clearly been worn, laundered or used. This does not affect your statutory rights.

Return method

Please respond to the email order confirmation within 14 days of receiving the item and let us know you wish to return it. You can choose to receive either a replacement item or a refund.

Carefully repackage the item, including a copy of the receipt in the return parcel to help us identify your order.

Send your returns through a service that insures the value of the goods. We recommend recorded delivery.

Keep proof of postage. The cost of returning the item to us is your responsibility unless the item is faulty or damaged.

Once we receive your returned item(s), we will refund the amount back to your credit or debit card within 14 days. This is subject to normal postal services and does not include adverse weather conditions, industrial action or other extraordinary circumstances outside the control of Wiltshire Air Ambulance.

Exchanging an item

You are entitled to a replacement product up to a maximum of 14 days after you have received your order if, for example, the product you ordered arrived damaged or was the wrong size.

To exchange an item, please follow our returns procedure above. If your item is in stock, we will endeavour to replace the item within 14 days of receipt. If your item is not in stock, we will provide the date that it will be available or offer a refund. The cost of returning the item to us is your responsibility unless the item is faulty or damaged.

Contact us

If you have a query about your order, please contact us by responding to the email confirmation order you have received.

General Terms

This contract is governed by English Law.

If you have any questions, please contact us by email hello@wiltshireairambulance.co.uk.

Wiltshire Air Ambulance reserves the right to use the funds from the sale of merchandise where they are most needed to continue to support its charitable objectives.

You are solely responsible for the accuracy of your order, including the accuracy of the text, contact details and delivery information submitted. Wiltshire Air Ambulance cannot accept responsibility for orders that have not been delivered as a result of incorrect details nor can we accept responsibility for spelling mistakes. Please check your order carefully before submission.

You agree to remain bound by these terms and conditions (as amended from time to time) for as long as you wish to use our site.

Except for our trustees, employees or representatives, a person who is not a party to this agreement has no right under the UK Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement but this does not affect any right or remedy of a third party that exists or is available apart from that Act.

We use your personal information in accordance with our Privacy Policy. Please take time to read this as it contains important terms which apply to you. These terms and conditions do not, in any way, affect your statutory rights.


We will take all reasonable care to ensure that all details, images, descriptions and prices of the merchandise are accurate and correct at the time of their entry and upload onto our website.

We reserve the right to refuse orders where information has been uploaded incorrectly, including prices and merchandise descriptions.

All merchandise sizes and weights are approximate and are for guidance only.

Wiltshire Air Ambulance reserves the right to change the specification of merchandise featured on the website.

Supplies of merchandise are subject to availability. If we are unable to fulfil your order our Administration Team will contact you to discuss the provision of a substitute item or to process a refund.


Your card payments are always secure. Credit and debit card details are handled via Stripe card payment services who process all transactions on our behalf.

Where payment is by credit/debit card the person ordering must be the credit/debit cardholder or have the cardholder's permission. Should the cardholder deny that permission was granted, you may be subject to legal action.


If you are not satisfied with any item for any reason, please refer to our returns policy.

If you would like to return an unwanted item, please be advised that we will only be able to offer a refund to the individual who purchased the item. If you would like to exchange the unwanted item, we will be obliged to notify the purchaser.


Your right to cancel starts when you place your order and ends 14 days from the day you receive your goods.