1.     About UGive Shop

UGive Shop is run by Utilita Giving, a registered charity with Charity Number 1201330 (England & Wales) and SC052406 (Scotland). When you donate through our shop, you’re not buying something for yourself — you’re making a charitable donation that helps fund essential household appliances for people living in fuel and food poverty.

We work with IncomeMax, our casework partner, who identify households in need, and with The Furnishing Service, who supply and install the appliances and remove/recycle old items.

2.     Nature of Your Donation

Every “purchase” you make is converted into a donation and used to provide essential appliances (such as cookers, fridges, freezers, washing machines, or air fryers) to households in need.

Your donation is not directed to you personally or to a named individual. Instead, all donations are pooled to make the biggest impact across the families and individuals we support through our trusted delivery partners.

3.     Non-Refundable Donations

All items on UGive Shop are charitable donations. This means they are non-refundable, as once received, funds are directed immediately to help people in need.

If you believe a payment has been processed in error (for example, a duplicate or unauthorised transaction), please contact us and we will investigate.

4.     Exceptions – When We Can Consider a Refund

Refunds may only be considered in the following circumstances:

- Duplicate or technical error (e.g. our system charged you twice).

- Unauthorised payments (e.g. fraud).

- A restricted donation that cannot be used as intended (in which case we will contact you to agree whether the gift can be redirected or refunded).

5.     How to Request a Refund

If you believe a refund is warranted due to error:

- Contact us at ugive@utilitagiving.org with your name, donation date, and amount.

- We’ll acknowledge your request within 5 working days and aim to resolve it within 20 working days.

- If a refund is approved, funds will be returned via the original payment method within 30 days.

6.     Complaints Procedure

We take your feedback seriously and most concerns can be resolved directly with us.

If you wish to lodge a complaint:

1. Contact us at ugive@utilitagiving.org.

2. We will acknowledge your complaint within 5 working days and investigate.

3. You’ll receive a full response within 20 working days.

4. If you remain dissatisfied, you may escalate to the Fundraising Regulator (www.fundraisingregulator.org.uk).

7.     Privacy & Data

We only collect personal data necessary to process your donation and, if you opt in, to keep you updated about our work. We will never sell or share your details with third parties for marketing purposes.

For full details, please see our Privacy Policy.

8.        Governing Law

These terms are governed by the laws of England, Wales, and Scotland.