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Website Security

Server Security
Red House has taken all possible steps to secure your credit card details. We take the matter of internet security very seriously indeed. As a result we utilise a Secure Socket Layer (SSL) which encrypts the data stream between your browser and our server. In addition to this, Our secure server is endorsed by THAWTE, an internet agency specialising in site authentication (click on the logo at the bottom of the page to confirm the certificate's validity). We sincerely hope that by taking these measures, we give you, the customer, increased peace of mind and confidence to shop online with Red House.

Our Privacy Policy

Red House is committed to protecting your privacy. We will only store, use and disclose the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for 2 reasons: firstly, to process your order and contact you in case of queries and second, to provide you with the best possible service. We will not email you in the future unless you have given us your consent. If you would prefer not to receive emails/mailings then please select the relevant option within your personal details once you have logged in. The information we will collect about you is:

• your name
• address
• phone number
• email address

We do not hold your credit/debit card information on our web-server and any personal information we do hold will be held securely in accordance with our internal security policy and the law. Also, provided that you inform us of any changes, the information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you inform us of any inaccuracies we will delete or correct them promptly. We will never collect sensitive information about you without your explicit consent. If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first. We may use technology to track the patterns of behaviour of visitors to our site. We use secure server technologies to ensure that any personal and transactional information is protected to the highest standards. This can include using a "cookie" which would be stored on your browser. Cookies are pieces of information about your session which are stored by your Internet browser on your computer's hard drive. These cookies do not store any personal details relating to you or your debit/credit cards. We also use JavaScript to help to improve your online shopping experience. If you do not want to use either cookies or JavaScript in your browser, you will not be able to use this website.

Your Consent
By submitting your information you consent to the use of that information as set out in this policy statement. If we change our policy we will post the changes on this page and we may place notices on other pages of the website to inform you about any change. Continued use of our service will signify that you agree to any such changes. If you have any questions/comments about privacy, you should use the enquiries form to contact us and we will be happy to help you.

Our Ordering Policies

Our Order Cancellation Policy
You have the right to cancel your order anytime before and up to seven working days starting from the day after the goods are delivered. We are unable to amend an order once it has been submitted, however it may be possible for us to cancel your order on your behalf prior to despatch. If your order has already been despatched when you choose to cancel, please see our returns policy.

Our Returns Policy

• If you are not completely satisifed with your purchase, you may return it to us in its original condition for a complete and immediate refund, within 28 days of receipt.
• If the item is damaged or incorrect our customer service team will arrange a replacement and collection.
• Where items are simply no longer required for any reason, the customer may have to pay the cost of returning the goods, but will receive a refund when the goods are received back in good condition.
• Authorisation to return goods must be obtained at all times.
• Our refund guarantee is in addition to your statutory rights and does not affect them in any way.

How to return
Three easy steps

1. Call our customer service team 8am to 8pm seven days a week on 0845 606 4288 and they will give you an authorisation number. Alternatively you can contact us via our website by clicking the contact us section.

2. If your goods need returning please parcel them up with the original documentation and write the authorisation number on the outside of the parcel.

3. If it is a collection please leave as instructed. If returning in the post please obtain proof of postage.

Please allow up to 21 days for a refund. Please allow 10 days for a replacement. Damaged or faulty books will be replaced immediately when you contact us.

Our returns address is:

Red House
PO Box 142 Bangor
LL57 4ZP

Our ordering restrictions on books
Red House sells directly to the public only. We do not offer any books for third party re-sale. For this reason, there are restrictions on ordering. You cannot order more than 9 of the same book online. If you would like to make a purchase of more than 9 of the same title, please telephone our order line on 0845 606 4280 and an operator will review your order.

Children Under the Age of 13
If a child under the age of 13 contacts Red House, for example to vote or enter into a contest. Red House will collect that child's email address and the email address of the child's parent or guardian. Red House will use the child's email address only for the purpose for which it was collected, and we will use the email address of the parents or guardians only to provide notification about the child's contact with us. We will also provide information as to how the parent or guardian of the child can review and request deletion of the child's personal information, and how to prevent further collection and use of personal information concerning the child.

If you are a parent or guardian of a child under the age of 13 from whom we have collected personal information, you have the right to review and have deleted such personal information, and to refuse to permit further collection or use of such information. To do so, you should contact us by e-mailing: privacy@redhouse.co.uk Parents and guardians who wish to review personal information concerning their children will be required to specify the usernames and passwords of the children concerned, and to provide their own e-mail address for verification and contact purposes.

No personal information collected from children under 13 will be sold, rented or otherwise disclosed to any company outside Red House, except for disclosure to companies acting as our agents to help us provide services requested by the child.
Children under 13 years of age are permitted to vote and take part in contests. However, if a child under 13 wins, notification of this will be sent to the parent or guardian's email address (provided by the child when he/she enters the contest). We will not under any circumstances ask the child for any personal information beyond email addresses without obtaining the written consent of a parent or guardian.

Red House reserves the right to make changes and revisions to this policy. Please read this policy carefully before submitting information on this site. By using this site, you agree to these terms.

Terms and Conditions

Conditions of use
Please read these policies carefully before submitting information on this site. By using this site, you agree to these terms.

Your Account
By using this website you accept all responsibility for maintaining the confidentiality of all account details, including password. This may involve restricting access to your computer to prevent unauthorised use of your account, as you will be held responsible for any activity that takes place under your registered account details.

Password confidentiality is of utmost importance, and you should take all necessary steps to ensure that your password remains private to you. Should you suspect that your password has become known, or is likely to become known to any other persons, you must inform us immediately.

By registering as an account holder, you agree that all details you provide remain both correct and true.

Most personal information can be amended via the 'Account Details' section of our site. Should any difficulty occur whilst updating your details, you should contact us immediately.

Red House may, at its sole discretion, refuse access to the site, withdraw accounts, and remove/edit content, at any time and without notice.

Promotions
Free postage offers are only applied to orders with a payment value. Promotions and discounts that lead to a zero value basket will be charged at the standard rates.

Free or discounted postage promotions are only applied to standard delivery costs. Some areas may incur a surcharge.

A promotion may be amended or withdrawn at any time.

Competitions
Our competitions are only open to children aged 16 and under.

Only one entry per person.

Competition winners agree to their names being published on our website or in our publications in connection with receiving a prize and may be required to take part in publicity based around winning one of our competitions.

In the unlikely event of supply difficulties we reserve the right to replace the stated prize with another of comparable or greater value, there will be no cash alternative.

By entering the Competition you agree that: i) your entry can be used by Red House as they see fit. ii) your entry is original to you and not wholly or substantially copied from any other material.

These competitions are not open to: i) the employees, agents or subcontractors of Red House. ii) any Competition sponsor or its employees, agents or subcontractor. iii) the immediate families of such employees or sponsors.

The closing date is as specified in the relevant competition.

Winners will be formally notified within 21 days of the closing date.

The judge's decision is final and no correspondence will be entered into.

The prize may not be transferred to any other person.

Full details of the prize will be given in writing upon notification.

Use of false name or address, e.g. name by which the entrant is not usually known, will disqualify them from receiving any prize. Red House reserves the right to oblige any potential winner to provide documentary proof of their identity and address as directed by Red House before such person may claim their prize.

We reserve the right to amend these rules at any time. By entering any of our competitions you are confirming that you agree to be bound by the above terms and conditions.

Red House may at any time issue specific rules to be read in conjunction with these rules.

Red House Head Office address: Catteshall Manor, Catteshall Lane, Godalming, Surrey GU7 1UU

Site Content
We endeavour to keep all information on our site both current and accurate, however on occasion this is not always possible and cannot be guaranteed.

Please be aware that the functionality of our site may from time to time be affected or suspended temporarily whilst necessary repairs and updates are completed. We will make every effort to ensure these occasions are as brief and infrequent as possible.

Acknowledgment of your Order
Once your order has been submitted, we will notify you via email to confirm receipt of your order. If you do not receive this confirmation email within 12 hours, please call our Customer Services Team on 0845 606 4288, alternatively, complete our enquiries form.

Children
Some of our products are aimed at children, however these are not for purchase by children and must only be purchased by adults. Persons under the age of 18 may only use the site under supervision of a parent or guardian.

Here at Red House we are opposed, on principle, to censorship, and on that basis will not rule out books that contain difficult topics or those that describe lifestyles at odds with our own. We endeavour to offer a wide choice of books, suitable to all readers, and will aim to accurately convey any potentially offensive content. However, we recommend that all purchases intended for children are thoroughly vetted by the parent/guardian before use with or by children.

Your Conduct
By using www.redhouse.co.uk or entering into correspondence with Red House, you accept full responsibility for all data and electronic communications sent from your computer to us.

This website must not be used for any of the following:

• Fraudulent purposes, or in connection with any unlawful activity.
• To send, use or reuse any material that is offensive, abusive or indecent.
• To send, use or reuse any material that is in breach of copyright, confidence or privacy.
• To send or use correspondence containing or in the nature of viruses, chain letters, mass mailings or spam.

Copyright
All content on this site including text, graphics, logos, images, and software is the property of Red House and its affiliates, and is protected by the UK & International copyright laws.

Governing Laws
These terms & conditions are governed in accordance with the laws of England & Wales.