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Terms and Conditions


What are Cookies?

'Cookies' are small pieces of information sent by an organisation to your computer and stored on your hard drive to allow that organisation to recognise the user when you next visit.

Do we use Cookies?

Capability Scotland produces statistics about our website traffic but these statistics include no personally-identifying information. We use a Google Analytics 'cookie' to do this and it allows us to improve the way our website works, for instance by making sure users are finding what they need easily.

About Us

Capability Scotland is a Registered Scottish Charity number SC011330. 

By ordering and purchasing goods through our online shop, you are deemed to have accepted and agreed to the terms and conditions laid out here. These are the terms and conditions upon which you are buying your goods from Capability Scotland.

Processing and Payment of your Order

We accept payment through Mastercard, Maestro, Visa, Visa Debit. We don’t accept American Express, Solo, Electron, or Diners Club cards. Cheques and postal orders are accepted for postal orders only and should be made payable to Capability Scotland. Please don’t send us cash through the post. CAF cheques are acceptable only where you are solely making a donation and not if purchasing any product.

All prices of products and delivery charges that are shown on our website are inclusive of VAT charges and are correct at the time of publishing. Those who are exempt from VAT charges should put their claim in writing, along with a copy of the order dispatch receipt to Capability Scotland, 24 St John's Road, Edinburgh, EH12 6NZ. For those customers who choose not to do this, the reclaimable amount will be accepted as a donation to Capability Scotland.

Calls to our office are charged at your standard geographic rates, from a landline. Lines are open from Monday to Friday, during business hours.


All orders are subject to our acceptance of the order, indicated by a confirmation email of your order.

Due to popular demand and limited availability, some of our products may sell out quickly. If an item you have ordered is unavailable, you will be notified. We take every effort to ensure our online store is accurate but it is not always possible for us to inform you at the time when you place an order whether the goods you want are still available for purchase.

We reserve the right to refuse to accept your order. We may not accept your order, for example, where: products are out of stock; products are incorrectly priced; products do not satisfy our quality control; payment authorization has been declined or not received; we suspect any fraudulent activity

Although we aim to describe and measure items as accurately as possible, occasionally colours, design, and materials may vary from those illustrated.

If items within your order are permanently out of stock, we may at times substitute your item for a similar product of equal or greater value. If you do not wish to accept this substitute, you may return it to us and we will issue you with a full refund.

Unless otherwise indicated, Capability Scotland is not the manufacturer of products on our website. The exceptions to this are generally where customer-designed products are sold. These are created by service users of Capability Scotland and Capability Scotland sells them on the service user’s behalf.

Actual product packaging and materials may contain more information than those displayed on our website. Please always read warnings, labels, and any directions provided with the product before use.


Your order should arrive within 7-14 days where products are in stock.

Prices of products do not include delivery costs unless stated otherwise on the product page.

We would always advise you to order early to ensure you receive your goods in time for any deadline you may have and to avoid disappointment. We often rely on volunteers to fulfil our orders and this can affect delivery times at peak times such as Christmas.

We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries or breach of our obligations if the delay or breach is due to acts of God, civil commotion, riots, strikes, malicious damage, floods, drought, fire, flood, legislation, failure of ISP or telecommunications provider or other cause beyond our reasonable control. This does not affect your statutory rights.

We are happy to discuss overseas deliveries but would highlight there will likely be higher shipping cost. Please call us to discuss this on +44 131 337 9876.

Cancellations and refunds

If you wish to cancel your order, or you are unhappy for any reason, please contact us on 0131 337 9876. If you receive damaged products or we send a product in error, or we supply you with a substitute for a product which is unavailable and you do not want the substitute, please call us. You may return the products and a replacement or full refund will be provided, including the costs of returning the product to us. Until the product is received by us, you must take reasonable care of it and ensure that it is returned to us in a re-saleable condition.

Full return instructions can be found on the reverse of your order delivery note. Please do tell us why you are returning the goods and what you would like as a remedy. If you wish to return non-faulty goods, this should be done within 14 days of receipt. We offer a money-back guarantee on products returned in a good, unused, and re-sellable condition. This does not affect your statutory rights.

Address for returns:

Online Shop Returns, Capability Scotland, 24 St John's Road, Edinburgh, EH12 6NZ.

Data protection

The information provided by customers will be held by Capability Scotland for processing and administrative purposes in accordance with the GDPR and Data Protection Acts. You can refer to our Privacy Policy for further information.

Gift Aid

Completing the Gift Aid declaration enables Capability Scotland to reclaim the tax on all donations made in the future and over the past four years. This will give the charity an extra 25 pence for every £1 donated. To qualify for Gift Aid you must pay an amount of Income Tax and/or Capital Gains Tax at least equal to the tax that all charities and Community Amateur Sports Clubs will reclaim on your donations in the tax year. You understand that other taxes such as VAT and Council Tax do not qualify.

You can cancel the declaration at any time by notifying the charity. From the date of cancellation, Gift Aid will not be applied to any donation you make. You may withdraw your permission for us to reclaim the value of the tax paid on your donations within 30 days or at any time subsequently if you wish. Please let us know if your tax status, name or address changes while the declaration is in force.

Customer Services

If you have a query concerning your order, please call us on 0131 337 9876, email us at [email protected], or write to us as Capability Scotland, 24 St John's Road, Edinburgh, EH12 6NZ.

Should you have any feedback on our online shop or the service we offer, please get in touch on the above details.

Delivery and Returns

Your order should arrive within 7-10 days where products are in stock, but please allow up to 28 days for delivery at peak times.

Postage and Packaging

Delivery costs can be found during our checkout process.

For international delivery, please call us on +44 131 337 9876.

Our Guarantee

If you are not satisfied with your order for any reason, please contact us within 14 days of receipt and we will offer a replacement or refund. This does not affect your statutory rights.

Ordering Help

You can order online 24 hours a day or by telephone during business hours. For further assistance, please get in touch.


All donations will support our work with the disabled people of Scotland and ensure they receive the best possible care and support. Donations through our online store are subject to the terms and conditions of our donations process, found elsewhere on our website.