UGive Shop FAQs
What is UGive Shop?
UGive Shop is run by Utilita Giving, a registered charity (Charity Number 1201330 (England & Wales) and SC052406 (Scotland)). When you “buy” something through our shop, you’re making a donation that helps fund essential household appliances for people living in fuel and food poverty. We work with IncomeMax, who identify households in need, and with The Furnishing Service, who supply, install, and recycle the appliances.
Will I receive the item I’ve bought?
No. Donations are pooled and used to provide essential appliances directly to households identified by our delivery partners. This way, your gift creates the greatest possible impact across all the families and individuals we support.
Are donations refundable?
Donations are treated as charitable gifts and are normally non-refundable, as once received they are directed immediately to help people in need.
Are there any exceptions?
Refunds will only be considered if:
- A duplicate payment was taken
- A technical fault caused the wrong amount to be processed
- A payment was made without your authorisation
- A restricted gift cannot be used as intended (in which case we will discuss alternative use with you)
What if something goes wrong with my donation?
If you believe there’s been an error, contact us at ugive@utilitagiving.org as soon as possible. We’ll acknowledge your query within 5 working days and aim to resolve it within 20. If a refund is agreed, it will be made to your original payment method within 30 days.
How do I make a complaint?
We want every supporter to feel valued. If you’re unhappy with your experience, please email ugive@utilitagiving.org. We’ll respond within 5 working days and provide a full reply within 20. If you remain dissatisfied, you can escalate your concern to the Fundraising Regulator (www.fundraisingregulator.org.uk).
How do you use my data?
We only collect the details necessary to process your donation and, if you choose, to keep you updated about our work. We will never sell or share your details for marketing purposes. Full details are in our Privacy Policy.
How UGive Shop Works
1. Identifying the need
Our partner IncomeMax works directly with people facing financial hardship. Through their casework, they identify when a household urgently needs an essential appliance — such as a cooker, fridge, freezer, washing machine, or air fryer.
2. Sourcing and installation
Once a need is identified, appliances are provided through our trusted partner, The Furnishing Service, who supply, deliver, install safely, and remove/recycle any old or unsafe items.
3. Your donation at work
All donations are pooled to make the biggest impact. This ensures every household identified gets the right appliance at the right time. Donations aren’t tied to a specific individual, but together they provide real, practical essentials to those most in need.
4. Lasting impact
Appliances aren’t luxuries — they’re life-changing essentials. A cooker means hot meals, a fridge keeps food safe, a washing machine supports hygiene and dignity. Your donation helps create safer, healthier, and more dignified homes.