Orders, Shipping & Returns

Prices:
The price is shown against each product. That price is valid for orders placed at the time the price is displayed on our website at www.eastbournefhs.org.uk. The shipping charge for an order is calculated according to the destination country and the total weight of the order items. The full itemised bill, including the shipping charge, is shown when you complete the order form details (including your delivery address) but before you are committed to purchasing.

Ordering:
Please note that there is no minimum order.  Orders should be placed using the shopping basket and checkout system provided on this website. Provided you enter your e-mail address correctly in the customer details form, we will e-mail you a confirmation of your order.

Payment:
Payments are made using the secure PayPal system. Please note we do not see your account details at any time.

Dispatch of goods and services:
We will normally arrange for Physical products to be dispatched within 10 working days of your payment being received, unless a longer period is specified on the relevant pages of our website.  If for any reason an item is unavailable, you will be notified and offered the choice of an alternative item or a refund. Goods will be dispatched by InPost.

Quality of Goods and Services and Returns Procedures:
Our aim is that all our customers will be completely satisfied with the quality of the goods and services that they buy from us. If you are not satisfied with the quality of an item, or if an item is faulty or is not what you ordered, please contact us with the details. We will provide you with the address to return the item to. When you have returned it we will send a replacement or a refund of your payment, whichever you request.

Consumer Contracts Regulations 2014 :
In law you have a separate right of cancellation during a “cooling off” period.If you wish to cancel for any reason other than those listed in the previous paragraph, you have 14 consecutive days of receipt of the goods or services to let us know. This 14 day “cooling off” period includes Saturdays, Sunday and Bank Holidays. Notice of intention to cancel must be in writing and should be received by the Society within the cooling off period.

Digital media please Note:

• “By clicking ‘Download Now’ and proceeding with your purchase, you confirm that you are waiving your right to cancel the contract within the 14-day cooling-off period, and you understand that your right to cancel will be lost once you begin to download this digital product”.
• “You are purchasing a non-refundable digital product. You agree to the immediate delivery of the digital content and acknowledge that this means you will lose your right to cancel and will not be able to receive a refund once the download begins”.

Writing” includes a letter or e-mail sent to the Society at its nominated address but does not include a telephone call which will not be acceptable. If you wish to cancel under this provision, please contact us.
On receipt of notice of intention to cancel, within the cooling off period, the Society will refund the retail sale price of the goods if, but only if, they are returned in a re-saleable condition.    The goods are to be cared for by the customer at the customer’s risk before they are returned.
The cost of returning the goods must be paid for by the customer and will not be paid by the Society.
No refunds will be made in respect of CD-ROMs where the customer has broken open the seal or wrapper.
If the Society has been asked to supply a service, for a fee, then once the request and fee for the service have been received by the Society, it will start to process the request and “no cooling off” period shall apply, with the consequence that no refund of fee shall be made even if you the customer wishes to stop the research.

Refunds:
Payment of a refund will be made within 14 days of receipt of the notice of intention to cancel.    Refunds will be made via the PayPal system to your account.

 Local Taxes and Duties:
You are responsible for payment of any Local Taxes and Import Duties levied in the country of the delivery address.

Order Chasing Enquiries:
If you have not received your order within a period of time that you consider adequate (depending on your location) please contact us quoting your order reference number.

Privacy Statement:
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the UK Data Protection Act 1998), according to our privacy policy and will not sell or give said information to  any other person or organisation.

Retention of Title:
Until you have paid in full all goods that you order remain our property.

Complaints:
Our aim is that you will be completely satisfied with our service and with the goods that we sell. If you have any cause for complaint please contact us.

 Applicable Law:
These terms and conditions, your order and payment and the delivery of the goods you order, form the basis of a contract under the law of England and Wales between you the customer and “Family Roots FHS”  Your statutory rights under the law of England and Wales are not affected by these terms and conditions.

revised October 2025