Home Terms & Conditions

Terms & Conditions

David Shepherd Wildlife Foundation (DSWF) and DSWF Trading Company Ltd are committed to providing an excellent supporter experience. The following Terms apply to the entirety of our website and to any downloaded or streamed DSWF content.

David Shepherd Wildlife Foundation

1. Our details

Access and use of this website is provided by:

David Shepherd Wildlife Foundation (DSWF), a Registered Charity (No. 1106893) and a company limited by guarantee registered in England and Wales (No. 4918382) with VAT registration number 414001815 and DSWF Trading Company Limited, a wholly owned subsidiary of DSWF, is a private limited company registered in England and Wales (no 1838820) with VAT registration number 413923467.

The registered address for both organisations is One Bartholomew Close, London, EC1A 7BL and business address is Saba House, 7 Kings Road, Shalford, Surrey GU4 8JU.

References in these Terms to ‘we’ or ‘us’ are to DSWF and DSWF Trading Company Limited.

2. Changes

We may change these Terms at any time, in which case the latest version of the Terms will be posted on the DSWF website and will apply from the date we post them.

3. Privacy

We take your privacy very seriously and will treat all of your personal information in accordance with the applicable data protection laws in England and Wales. Please read our Privacy Policy for more information.

4. Intellectual Property Rights

All copyright, trademarks and other intellectual property rights on the website and all photographs, designs, images, text, software, data, audio, video, files and other material on the website or material generated by or transmitted from the website are owned by us or our licensors. You are permitted to use the website only as expressly authorised by us.

No use of DSWF website material may be made without first obtaining our written permission. In particular, you must not do the following unless you have first obtained our written permission:

i. Incorporate any DSWF website material in any other work, broadcast or publication, whether in hard copy or electronic form; or

ii. Make any commercial use or publish any DSWF website material (other than as necessary for the purpose of viewing or listening to the website in the course of business); or

iii. Perform, broadcast or otherwise transmit, post, share or make available to the public any DSWF website material

If you wish to use any DSWF website material other than in accordance with the Terms above please contact us.

The DSWF name and logo are trademarks registered to DSWF. The Tigertime name is a trademark registered to DSWF. Other logos and names used on the website may also be the trademarks of DSWF or their respective owners. No permission is given by us in respect of the use of any such trademarks, names or logos and such use may constitute an infringement of the holder’s rights.

5. Disclaimer

The information provided in our website is intended to provide general information only and, as such, should not be considered as a substitute for advice covering any specific situation.

6. Links

Our website may contain links to third party websites. Such links are provided for your convenience only. We do not control such websites and are not responsible for their contents. The inclusion of such links does not imply any endorsement of the material on those websites or any association with their operators. If you decide to access any of the third-party websites linked to from this website, you do so entirely at your own risk. We cannot guarantee that these links will work all the time and we have no control over the availability of the linked pages.

If you wish to link from your website to our website you may do so only on the basis that you link to, but do not replicate, the home page, and subject to the following conditions:

i. The linking text must simply consist of the website address;

ii. You do not remove, distort or otherwise alter the size or appearance of any logos on the website;

iii. You do not in any way imply that DSWF is endorsing any products or services;

iv. You do not misrepresent your relationship with DSWF nor present any other false information about it;

v. You do not otherwise use any DSWF trademarks displayed on our websites without our express written permission;

vi. You do not link from a website that is not owned by you; and

vii. Your website does not contain content that is distasteful, pornographic, infringes any intellectual property rights or other rights of any other person or otherwise does not comply with all applicable laws and regulations.

At any time and at our complete discretion we reserve the right to withdraw permission to make website links to our websites.

7. Making a donation and a purchase


One-off payments are made by debit card and credit card, using the Stripe payment system and PayPal. We accept all major cards, excluding American Express.

Recurring payments are by debit and credit card, using Stripe or Paypal, or by direct debit through GoCardless. Payments made from outside the UK will be converted by your card provider into sterling at their current rate of exchange.

The transfer of the purchase details from us to these providers are encapsulated using encrypted and digitally-signed protocol. All transaction information passed between us and their systems are encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted.
Please see our Privacy Policy for details of the storage and use of your personal information.


We aim to dispatch your order within 7 days of receipt of the order, but please allow up to 14 days at busy times of the year. If you have a specific requirement around speed of shipping, please contact us and we will do our best to accommodate where possible. Unless stated otherwise, delivery is via Royal Mail standard service. Delivery to customers outside the UK may take longer.  Delivery will be via Royal Mail.

Exchanges, Returns & Refunds

Our aim is to operate a simple, straightforward approach to exchanges, returns and refunds and we will try to resolve the problem for you as soon as we can.

If any item you purchase from us is incorrect, faulty or damaged when you receive it, please notify us here. Please note that failure to report damage within 48 hours may mean we are unable to refund you. Where an item is damaged, please try to include any photos you can take of the damage, so that we can determine appropriate next steps. In this instance, we will make arrangements for the collection of the wrong / faulty item and will arrange delivery of a replacement item to you, if one is available, as soon as possible. If a replacement is not available, we will process a refund in full, including any delivery charges.

If upon receipt of your order you find that an item is not what you wanted, we require you to notify us within 14 days of receiving that item. We will require you to make your own arrangements for the return of the item to the DSWF Office (Saba House, 7 King’s Road, Shalford, Surrey GU4 8JU) no later than 14 days of notifying us (28 days after receipt), and the item will remain your responsibility until received by DSWF. Please note, we are unable to refund any delivery charges. Upon receipt of the item, so long as the goods are returned unused and in the same saleable condition, we will refund you in full for the purchase value of the item. Alternatively, we can arrange an exchange of goods for you where appropriate. In this instance, please let us know what the items are that you wish to be exchanged.

ADOPTIONS: For postal adoptions or ranger sponsorships, we will accept returns as per the above criteria and within 14 days of receiving your delivery. We will process a refund minus the initial delivery charges to you on receipt of the adoption pack at our office. For digital adoptions, given we are unable to control the onward distribution of adoption materials, we are unable to offer any refund options. Please note that this does not affect your statutory rights.

EVENT TICKETS & AUCTION ITEMS: Please note that tickets for events cannot be refunded. If you find yourself unable to attend a specific event having purchased tickets, please contact our Events team and they may be able to offer an alternative solution. Auction items, or other artworks purchased at one of our events are non-refundable. Please be aware that by winning an auction item through our auction platform, you have entered into a legally binding agreement to purchase that item and payment will be required.

Under charity law, charities are not permitted to refund donations, other than in specific circumstances. Please contact us if you require further information on applying for a refund.

For all communications regarding delivery, exchanges, returns and refunds please contact us.

8. Cookies

Our policy on Cookies can be found in section 13 of our Privacy Policy.

9. Social Media Competitions

i. Unless stated otherwise, social media competitions are open to residents of the United Kingdom aged 18 years or over with the exception of employees of DSWF or partner organisations who are not permitted to enter.

ii. By entering any DSWF competition, an entrant is indicating their agreement to be bound by these terms and conditions.

iii. No responsibility can be accepted for entries to competitions that are not received for whatever reason.

iv. DSWF reserves the right to cancel or amend the competition and these terms and conditions without notice in the event of a catastrophe, war, civil or military disturbance, act of God or any actual or anticipated breach of any applicable law or regulation or any other event outside of their control. Any changes to the competition will be notified to entrants as soon as possible.

v. DSWF is not responsible for inaccurate prize details supplied to any entrant by any third party connected with this competition.

vi. Prizes will be as stated, and no cash or other alternatives will be offered. Prizes are not transferable.

vii. Winners will be chosen at random by software.

viii. DSWF’s decision in respect of all matters to do with the competition will be final and no correspondence will be entered into.

ix. The competition and these terms and conditions will be governed by English law and any disputes will be subject to the exclusive jurisdiction of the courts of England.

x. Competition winners agree to the use of their name in any publicity material, as well as their entry. Any personal data relating to the winner, or any other entrants will be used solely in accordance with current UK data protection legislation and will not be disclosed to a third party without the entrant’s prior consent.

xi. Any information provided will be used in conjunction with the following Privacy Policy found at: https://davidshepherd.org/privacy-policy/

xii. DSWF has the right, at its sole discretion and at any time, to change or modify these terms and conditions, such change shall be effective immediately upon posting to this webpage.

xiii. Specific terms and conditions for each competition may apply, and these will be stated separately to these terms and on the competition pages.

10. Governing law

These Terms are governed by and shall be construed in accordance with English Law, and any claim brought under the Terms shall be subject to the exclusive jurisdiction of the English Courts.

11. Complaints

In the first instance, please contact us here.

What we will do?

We will ensure any complaint is investigated by an appropriate staff member. We will treat you with courtesy and respect, keep you updated on our progress and advise who to contact should you wish to escalate your complaint. Your complaint will be handled sensitively and in compliance with any relevant data protection requirements.

How long will it take?

We aim respond to your complaint fully within ten working days, but please do bear with us at busy times or any period where the office is closed. We will try to resolve your complaint sooner than this timescale, but in some instances where the situation might be more complex, we will record your complaint, investigate the matter and then get back to you. We will endeavour to keep you updated throughout this process.

Where we may not be able to help:

  • If we receive a complaint that does not directly relate to DSWF activities except to clear our name where this may be necessary
  • When a complaint is pursued that has already been responded to, unless there are additional relevant points raised
  • When a complainant is being unreasonably abusive or prejudiced
  • When a complainant or complaint is incoherent or illegible
  • When a complaint is sent to us as part of a bulk postal or digital mailing. We can choose whether it is relevant to DSWF and necessary to reply or not
  • When a complaint is sent anonymously. We can of course investigate the matter and use the information provided to improve where possible

We will record all complaints on a register and on your individual supporter record on our database if relevant to do so, unless requested otherwise.

Who else can help?

We hope that we are able to resolve your complaint in an efficient and satisfactory way. If you feel that your complaint remains unresolved by us then there are third party organisations who can help.

  • For any unresolved complaints relating to fundraising activities the Fundraising Regulator can investigate your complaint.
  • For any unresolved complaints related to charity governance you can contact the Charity Commission.


We sincerely apologise for any mistakes that we may make in the course of our work and use all feedback as an opportunity to improve our practices. Thank you for assisting us with this and for your support of DSWF’s work.

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