Terms and Conditions: 

• The customer must have an active style card.
• The Customer must consent to marketing to redeem offer.
• The offer must be shown at till point to redeem offer.
• The payment car must match that registered on the style card.
• All items are refundable unless stated otherwise in store.

Newlife Stores Returns & Exchange Policy

1)     Goods which become faulty – Whether the product you purchased was at full price or reduced, your statutory rights are protected. This means that as long as you return the product within 21 days of purchase and the product is found to have a fault, which we believe has occurred after purchase, we will offer you one of the following solutions, as long as you have the receipt or acceptable proof of purchase:
A replacement – if available.
A repair – not on fashion, bags or footwear.
A credit to your style card
A partial refund by cash or card, if you are happy to retain the item and accept no future return will be possible.
A cash or card refund (using the method in which you made payment). 

 1a) Original faults – Any faults on products, which could have reasonably been seen, at the original point of purchase and have been reflected in the price, are not normally refunded/returned under this policy.      
1b) Electrical and battery items – Extended return period if new faults occur. Return within 12 weeks for battery items and 18 weeks for electrical items, as long as you can show the receipt and/or acceptable proof of purchase.      
1c) Washing/cleaning issues – Many of the products we sell will have had their washing/cleaning instructions removed. Therefore care should be taken in cleaning/washing, as we cannot accept returns under your statutory rights, if a product fails/is damaged as a result of washing/cleaning. The lack of washing/cleaning instructions is reflected in the pricing.               

2)     2) Goods which you have changed your mind about; known as ‘good will’ refunds – With the exception of jewellery, food, underwear and swimwear, where for hygiene reasons, no refund is given unless under statutory rights; as long as you have the receipt and the ticket/sticker is still attached, within 21 days of purchase, our ‘goodwill policy’ is as follows:
2a) Full price purchases – We give our customers the opportunity to return any/all products that they have paid full price for and which are not part of a ‘promotional offer type’ (see below), as long as you have the receipt and the ticket/sticker is still attached, within 21 days of purchase.
2b) Discounted items – We cannot offer a refund, where the product has had its tickets/stickers removed  or where an item has been marked down in price.
2c) Promotional offers/Discounted (reduced) price 

If your item was purchased at a discounted (or reduced) price, your item will be non-returnable. 

3) Important Information
3a) What is ‘proof of purchase’? – Unless the item is returned under your statutory rights (new fault occurs) we are unable to accept ‘proof of purchase’ from bank statements etc. only the original receipt will be accepted as proof of purchase.
3b) What if I don’t have the receipt or the tickets/stickers are not attached?  – If the receipt cannot be presented, but the ticket/sticker is attached, we may offer a credit to your style card (no cash/card refund). If the receipt is presented, but ticket/sticker is not attached, we may offer a credit to your style card (no cash/card refund). If you cannot provide the receipt and the tickets/stickers are not attached, we cannot give a refund of any kind. So please take care of your receipts and the tickets/stickers.
3c) Don’t use and try to return – With the exception of goods returned under your statutory rights (see point 1), if products are returned to us for refund and we have reasonable reason to believe the product has been worn or used since purchasing, we reserve the right to refuse a refund.
. 

3)     If you have any queries, please ask to speak to a member of the Management team. 

Returns Information

Whether the product you purchased was at full price or reduced, your statutory rights are protected. All orders must be returned within 28 days of the order being delivered, and if the product is found to have a fault, we will offer you one of the following solutions, as long as you have the receipt or acceptable proof of purchase:

– A replacement – if available.

– A cash or card refund (using the method in which you made payment).

1a) Returns Address – Please note we are not able to accept returns or exchanges in store. All returns must be returned to the following address:

NewLife Charity – Online Returns

Hemlock Way

Cannock

Staffordshire

WS11 7GF

1b) Return Postage Cost – All returns costs are liable by the buyer unless the item is declared faulty. In the case that the item is faulty, please reach out to us at our inbox with your order number so that we are able to refund you the postage cost.

2) Goods which you have changed your mind about; known as ‘good will’ refunds – We’re unable to accept returns for any pierced jewellery, cosmetics or perfume, or any underwear or swimwear where the hygiene seal has been removed. No refund is given unless it is under statutory rights; as long as you have the receipt and the ticket/sticker is still attached, within 28 days of purchase, our ‘goodwill policy’ is as follows:

– Full price purchases – We give our customers the opportunity to return any/all products that they have paid full price for and which are not part of a ‘promotional offer type’ (see below).

– Discounted items – We cannot offer a refund on any items that have been part of a discounted offer online

– Multi Buy Promotional offers – If your item was purchased at a ‘promotional offer price’, your refund will be based on the four offer types, as below:

o Buy One Get One Free – return only one of the items, no refund. Return both items you will receive a full refund.

o Buy One Get One/Others Reduced – return only one of the items, we will assume you are returning the reduced item and refund you this amount. Return both/all items, you will receive a full refund.

o Multi-Buy Offer – (e.g. buy 3 x £2.99 items for £6) if you return part of this multi-buy offer, then you will have the saving deducted from your refund (e.g. return 1 x £2.99 item and the £2.98 multi-buy saving, will be deducted from £2.99 refund).

3) Product Care

3a) Washing/cleaning issues – Many of the products we sell will have had their washing/cleaning instructions removed. Therefore care should be taken in cleaning/washing, as we cannot accept returns under your statutory rights if a product fails/is damaged as a result of washing/cleaning. The lack of washing/cleaning instructions is reflected in the pricing.

3b) Don’t use and try to return – With the exception of goods returned under your statutory rights (see point 1), if products are returned to us for refund and we have reasonable reason to believe the product has been worn or used since purchasing, we reserve the right to refuse a refund completely or we may offer a sum lower than the price paid.

We accept the following valid discount cards/valid apps

• Student ID
• ISIC
• NUS/Totum
• UniDays
• Student Beans
• NHS Employee Card
• Blue Light Services Card

Terms & Conditions

We will offer a 10% discount when a valid card is shown and will be subject to the following terms:

• Must show a valid style card at checkout to receive discount.
• Proof: One of the Offical ID card/or App’s Account listed above shown and in date (valid) (you may be asked to specifically show us a valid date).
• Can only apply to full-priced items.
• Cannot be used in conjunction with any other offer (unless directly stated).
• At our discretion, we may increase or decrease the offer amount through seasonal promotional periods without warning.
• Not applicable to Members of Parliament.
• Available in all newlife fashion stores and Home store (excludes Newlife Market Place).

We’re Back! Limited, Safe Reduced.

We’re excited to announce (and I know you will be too) the reopening of our stores. You may be wondering what plans we’re putting in place to keep our team members and customers safe. Newlife is dedicated to providing a limited, safe and reduced shopping experience for our customers and have put appropriate measures in place.

          Limited

• A greeter will be at the door to assist you when you arrive at the store, to monitor the entrance and exit to allow one customer in and out at a time.
• We are limiting the number of customers instore at a time to allow for social distancing and we encourage people to shop alone if possible. Somefixtures have been removed from our shop floors to create extra aisle space for customers to social distance. Clear 2 meter markings will allow shoppers to queue outside safely.
  
  
• We have introduced a one way customer flow in store, with separate entrance and exit where possible along with markings on the floor to direct customers to different sections of the store.
  
  Safe
• We have also implemented a new sanitiser station for hand and basket use when entering our stores. From reopening we are implementing new baskets (retiring our old blue bags). The new baskets can be easily sanitised between use.
  
  
• All team members will have PPE such as masks and visors and customers are encouraged to wear protective accessories to protect themselves and others. There will be screens at tills to keep both team members and customers safe.
  
  
• All stores will have increased cleaning times by internal team members and external contracted cleaning services. We have put this in place due to the high traffic our stores receive.
  
  
• Our refund policy has been extended to 21 days.No refunds will be processed for the first two days of any store opening and any items that are refunded will be held off the shop floor for 48 hours for the safety of our customers.
  
  Reduced
  
  
• Our fitting rooms are closed at this time – customers can try on shoes if they are wearing socks or tights.
  
  
• Our stores will be cashless, accepting only card payments.
  
  
• All stores have reduced opening hours. You can find these on our website.
  
  *It’s important to keep our team members safe – please be kind to them, as we care about you. Wash your hands regularly and use sanitiser. Follow the indicated floor markers and keep 2 meters apart. Please do your part in keeping everyone safe.
  
  Newlife Stores AreCovid-Secure
  
  We have completed a full Risk Assessment for all our stores to ensure we are Covid-Secure and are following all government safety and social distancing guidelines.
  
  Any specific safety measures for each store are listed below, so you can read up on your local store before visiting: 
  
  Newlife SuperStore:
  
  
• The number of customers instore have been limited to 80 customers in our SuperStore.
  
  
• The new entrance for our SuperStore is at the front of the store (opposite the roundabout).
  
  
• Customer-facing toilets at Newlife SuperStore have been limited to one for use with increased cleaning measures.
  
  Newlife Yardley:
  
  
• The number of customers instore have been limited to 25 customers in our Yardley store.
  
  Newlife Market Drayton: 
  
  
• The number of customers instore have been limited to 15 customers in our Market Drayton store.
  
  
• Double doors at Newlife Market Drayton allow customers entry through the left door and up a set of stairs, with an exit down separate steps and out the right door. The ramp can be used for those with pushchairs and wheelchairs.
  
  
• Only one till will be in use at Newlife Market Drayton to allow for safe distancing.
  
  Newlife Heanor:
  
  
• The number of customers instore have been limited to 15 customers in our Heanor store.
  
  Newlife Moreton:
  
  
• The number of customers instore have been limited to 20 customers in our Moreton store.
  
  Newlife Yeovil:
  
  
• The number of customers instore have been limited to 25 customers in our Yeovill store.
  
  Newlife Plus:
  
• The number of customers instore have been limited to 30 customers in our NDP stores.

Terms and Conditions:

Entry will not be permitted without a ticket, so please bring a printed or digital version of your ticket to the event.

Limited to 2 Tickets per style card holder.

Ticket holders must enter the store between 8-8.30am, customers arriving after 8.30am will not be able to access the event.

Over 16’s with a Style Card – £5 ticket admits 1 one person Under 16’s with a Style Card Holder – Free (no ticket required).

Tickets are non-refundable.

Statement – Newlife Uttoxeter

Dated: Wed. 6th March 2019

Despite every effort and consideration of the alternatives, we regret that we must today confirm that our Uttoxeter store will close at end of day, on Saturday, 30th March 2019.

As per our previous statements, we have endeavoured for many months to find an alternative property in the area that would make it commercially viable for us to remain in the town. We have continued to view properties, even those that have closed in the last few weeks. Sadly this has not been possible, hence this statement. Like many other retailers at this time, nationally and locally, difficult decisions have to be made.

Our first thoughts are for the great team of staff we have in the store and every effort is being made to support them. We would like to publicly thank them sincerely for their service.

We would also take this opportunity to say a huge thank all our local customers for their support. It has been a pleasure to get to know many of you. We would also like to take this opportunity to assure all, that had it been in any way commercially viable to remain in the town, we certainly would have taken the opportunity to do this.

We have enjoyed being part of the town and community, so we will continue to monitor the area for suitable property availability, over the year ahead.

Customers wishing to continue to shop with Newlife, can find more information on the locations of our stores and opening times at www.newlifestores.co.uk

We hope the following questions and answers help our local customers, in the weeks ahead.

Q: What will happen to store refunds before the 30th March?

We will continue to offer refunds up to the 30th March on any existing purchases.

Q: I have in-store refund credit, what happens after the store is closed?

The credit has no expiry date and the amount can be spent in any Newlife store.

Q: I need to return an item, what happens after the store is closed?

The item can be refunded at any nearby Newlife Fashion Store. Your statutory rights are not affected.

Q: I have gift vouchers, what happens after the store is closed?

Gift vouchers have no expiry date and can be redeemed at any Newlife Store.

Q: Where is my nearest fashion store?

The three nearest stores:

Newlife SuperStore – Newlife Centre, Hemlock Way, Cannock, Staffordshire, WS11 7GF
Newlife Market Drayton – 9 Cheshire Street, Market Drayton, Shropshire, TF9 1PD
Newlife Heanor – 8 Market Street, Heanor, Derbyshire, DE75 7NR

Q: Can I keep my Newlife Style Card?

Yes, you can keep your Style Card which is valid at any Newlife Store.

Q: What happens to my GDPR opt-in, after the store is closed, I still want my Style Card Benefit emails.

Newlife the Charity for Disabled Children are the ‘controllers’ of the information which we collect about you. We are committed to protecting your personal data, whether it is sensitive or not, and we only process data if we need it for a specific purpose.

Your email preferences and store-centric preferences can be changed by emailing comms@newlifecharity.co.uk

To see Newlife’s full Privacy notice, please visit newlifecharity.co.uk/privacy

• Entrants must be 16+ and a UK resident to enter.
• Valid Entries are One Like and One Friend Tag (in the comments). No Limit for Entries; however each entry must be a separate comment. Due to Privacy settings Shares and Comments on Shares are not counted as Valid Entries
• Each entry where valid will be treated as a draw as a game of chance and no additional skill to enter the draw is needed.
• The draw will be made by a Random Generator on the day.
• The winners will be published on Newlife Stores Facebook, Twitter and Instagram page the following day from each competition.
• Each week we will do our absolute best to contact each winner, due to some privacy restrictions this might not be possible.
• This competition is not open to Employees of Newlife the Charity for Disabled Children, Entries will be disqualified.
• Each prize must be collected from your local Newlife Store.
• Vouchers hold no cash value and cannot be exchanged.
• Vouchers are redeemable against any merchandise in Newlife Stores.
• Items returned whereby the tender has been a voucher or gift vouchers, the return tender will be gift vouchers.
• For purchases in-store, where gift vouchers offered have a greater value than the goods being purchased, no change will be given.
• Vouchers must be submitted upon redemption in store.
• Please treat vouchers and gift vouchers as cash in terms of security. Vouchers and gift vouchers cannot be replaced if lost, stolen or damaged.
• Vouchers and gift vouchers cannot be returned or refunded, except in accordance with your legal rights.
• We reserve the right to refuse to accept a voucher or gift vouchers that is deemed to have been tampered with, duplicated, damaged or which otherwise is suspected to be affected from fraud.
• This competition is in no way endorsed, sponsored or administered by any Social Media Platform;
• Facebook and Instagram are associated with its content.
• Newlife will store your name and profile link in order to process your valid entry into our draw and is held in line with our Privacy Policy. Please contact comms@newlifecharity.co.uk for details.

• Dates available: Tuesday 1st June – Sunday 6th June 2021
• This promotion cannot be combined with any other.
• Available at select Newlife fashion stores
• Excludes Newlife Heanor & Newlife digital platforms (Depop, Ebay or co.uk)
• Offer is subject to availability.
• Items refundable.
• For a full list of opening times please visit newlifestores.co.uk.

Terms and Conditions – 30% off All online stores (Newlife Online, eBay and Depop)

• Dates available: Friday 28th May – Monday 31^st May 2021.
• This promotion cannot be combined with any other.
• Accepting offers 30% lower than product price on selected bidding items on eBay only?
• 30% off all buy it now products on eBay.
• Must spend £10 or more to be valid on Newlife Online.
• 14 Day returns policy – Buyer pays for the return postage.
  
  
  

Terms and Conditions – Ladies Clothing 3 for £10, £15 & £20

• This offer is valid between Friday 28th & Monday 31st May only
• Available at select Newlife fashion stores
• Excludes Newlife Heanor & Newlife digital platforms (Depop, Ebay and newlifeonline.co.uk)
• Only valid on selected price points; 3 £4.99 items for £10, 3 £6.99 items for £15 & 3 £8.99 items for £20
• This promotion is valid for Ladies clothing only, excluding Swimwear, nightwear, shoes, bags and accessories.
• This promotion cannot be combined with any other discount or offer.
• Offer is subject to availability.
• Items refundable.
• For a full list of opening times please visit www.newlifestores.co.uk.
• See in-store, or visit www.newlifestores.co.ukfor information on refunds.
• Newlife reserves the right to; Close or restrict entry to the store, on grounds of safety & limit the volume or value of purchases, to deter traders.

Terms and Conditions – 20% off shoes on eBay

• Dates available: Thursday 6th – Monday 10th May 2021.
• Buy it now items only.
• 14 Day returns policy – Buyer pays for the return postage.
• This promotion cannot be combined with any other.

Terms and Conditions – 20% off Newlife Online 

• Dates available: Thursday 6th – Monday 10th May 2021.
• This promotion cannot be combined with any other.
• Must spend £10 or more to be valid.

Terms and Conditions – Spend £75 Get 10% Off
•Valid from 29th April – 3rd May at all Newlife Fashion Stores, excluding Heanor.
• This promotion cannot be combined with any other offer.
• For a full list of opening times please visit www.newlifestores.co.uk
• See in store or visit www.newlifestores.co.uk for information on restrictions/returns.
• This promotion cannot be combined with any other discount or offer.
• Offer is subject to availability.
• Items refundable.
• Newlife reserves the right to; Close or restrict entry to the store, on grounds of safety & limit the volume or
value of purchases, to deter traders. 

Terms and Conditions – 30% off Newlife Online 

• Dates available: Friday 23rd  April – Monday 26th April 2021.
• This promotion cannot be combined with any other.
• Must spend £10 or more to be valid.

Our stock is donated to us through our high street and corporate partners. We are unable to disclose which stores donate to us, and whether we have particular items available in store.

We advise that you visit your local store and have a look at the items available. We also have an eBay store where we sell branded/higher value items which can be found at www.newlifestores.co.uk/ebay

– Exclusive offers and further reductions.
– Special event invitations.
– Style Card only discounts.
– Improved returns process.
– Exclusive preview of our premium online items.
– Exclusive preview on certain promotions.
– Get yours for £2 today.
– Terms and conditions apply (see below).

By purchasing this card at the cost of £2, you agree to abide by these terms and conditions. There may be a charge for administration to replace lost/stolen cards. Newlife reserves the ability to withdraw your card without recourse or refund, if the member:

1) Is believed to have been involved directly or indirectly in theft from Newlife.

2) Is identified as trading Newlife products for profit.

3) Physically or verbally abuses, bullies or harasses members of staff, volunteers or other customers.

4) Behaves in a manner that could endanger someone/property or causes alarm/distress

5) Has been previously excluded for other reasons of security or for operation reasons

6) We, Newlife the Charity for Disabled Children are the ‘controllers’ of the information which we collect about you. We are committed to protecting your personal data, whether it is sensitive or not, and we only process data if we need it for a specific purpose. Newlife’s Retail team are here to provide a fashion led environment which is a haven for bargain hunters that exceeds the customer’s needs and expectations. To see Newlife’s full Privacy notice, please visit newlife.co.uk/privacy

Newlife also reserves the right to change the annual and other costs without advance notice.

The card is issued by

Newlife the Charity for Disabled Children, Registered Charity Number: 1170125

Head Office: Newlife Centre, Hemlock Way, Cannock, Staffordshire WS11 7GF

Tel: 01543 468 888  Fax: 01543 505 989  Email: info@newlifecharity.co.uk

Web: www.newlifestores.co.uk

Newlife prides itself on providing a first class, reliable and efficient service to all our users. Complaints/feedback are key to monitoring our service and wherever possible we seek to take action to prevent reoccurrence of a problem.

We define a complaint as an expression of dissatisfaction, whether oral or written, about a service or activity provided by Newlife. A complaint can be made up to two months from the issue giving rise to it.
Your complaint will be dealt with by the relevant manager.

All complaints received will be acknowledged within three working days of receipt. We will investigate the matter and get back to you within 14 days. Should we have to, in exceptional and more complex circumstances (for example, if a key member of staff is on annual leave or sick), we may need more time to gather all the information? If this is the case, we will contact you in writing.

A complaint can be made by contacting Newlife on:
Contact details: Newlife, Newlife Centre, Hemlock Way, Cannock, WS11 7GF 
Tel: 01543 468888 Email: info@newlifecharity.co.uk
newlifecharity.co.uk/contact

Charity & Store Operations

Alternatively, if your complaint is related to another area of our work and you do not feel satisfied with our response, then you can contact the Charity Commission:
The Charity Commission, PO Box 1227, Liverpool, L69 3UG
Tel: 0845 3000 218 www.charity-commission.gov.uk

Fundraising

However, if you are still unhappy, then you may wish to contact the Fundraising Regulator. Newlife Charity is a member of the Fundraising Regulator and is committed to the highest standards in fundraising practice. If your complaint is regarding fundraising and you feel that it has been unresolved by us, then the Fundraising Regulator can investigate your complaint.
You must contact them within two months of receiving your response from us.

Fundraising Regulator 2nd Floor, CAN Mezzanine Building, 49-51 East Road, London, N1 6AH | 0300 999 3407
complaints@fundraisingregulator.org.uk