Merchandise Returns (UK & International Orders)

If you would like to return an item, please email us at hello@surgesanctuary.org within fourteen (14) days of receiving your order. We will provide instructions on how to return your goods.

Items must be returned in a re‑sellable condition for a refund or exchange. Unfortunately, we are unable to refund any postage costs incurred for returning items or the original delivery charge.

Your statutory rights are not affected.

Damaged or Faulty Items

If your item arrives damaged or faulty, please email us at hello@surgesanctuary.org within 48 hours of delivery. We may ask for a photo of the damage so we can assess the issue. In these cases, we will offer a replacement or a refund, including postage costs where applicable.

Event & Tour Ticket Cancellations

If you need to cancel a booking for a tour or event, you must notify us at least fourteen (14) days before the event date to receive a refund.

Cancellations made fewer than 14 days before the event are not eligible for a refund, as we are unable to reallocate places at short notice.

1. Who we are

The Surge Sanctuary is a registered charity in England and Wales, charity number 1214267.

This policy explains how the Surge Sanctuary collects, uses and protects your personal information. We use your information to help further our charitable work rescuing, caring for and protecting animals, and to keep in touch with our supporters, donors, volunteers, visitors and wider community.

2. What information we collect about you

Depending on your interaction with the Surge Sanctuary, we may collect the following types of information about you:

• Your contact details, such as your name, postal address, email address and telephone number

• Your date of birth, where relevant

• Your financial information, such as payment details, where needed to process donations or payments

• Your Gift Aid declaration, where applicable

• A record of our communications with you

• Your communication preferences

• Your donation and fundraising history

• Your interests and reasons for supporting the sanctuary

• Information provided when you apply to volunteer, attend an event, visit the sanctuary or take part in fundraising activities

• Relevant health, safety or accessibility information where needed for visits, volunteering or events

• Photography and videography, such as images taken at events, volunteer days, visits or for other marketing and communications materials

3. Ways we use your information

We use your personal information to support and further our charitable work. In most cases, the legal basis we rely on to process your personal data will be one of the following, depending on the circumstances in which it has been collected and used:

• Where you have provided your consent for us to use your data in a certain way, such as receiving news, updates or fundraising appeals by email

• Where we have a legal obligation to use or disclose information, such as retaining records for Gift Aid purposes, accounting requirements, safeguarding, insurance, health and safety, or responding to lawful requests from official bodies

• Where it is in our legitimate interests to carry out administrative functions, such as processing donations, managing supporter records, responding to enquiries, organising volunteers or following up an information request

We may use your information to:

• Process donations, sponsorships, fundraising income and Gift Aid claims

• Respond to your enquiries or requests

• Send you updates about our animals, campaigns, appeals, events and sanctuary news, where you have agreed to hear from us by email

• Manage volunteer applications, volunteer records and visit arrangements

• Keep appropriate records for administration, finance, insurance and compliance purposes

• Improve our communications, fundraising and supporter experience

• Promote the work of the sanctuary through newsletters, social media, website content and other communications, where appropriate

4. Data sharing

The Surge Sanctuary will not sell, exchange or share your personal information with other organisations for their own marketing purposes.

We only share personal information where it is necessary to run the charity, meet our legal obligations, or provide the services you have requested. For example, we may use trusted service providers to help process donations, manage email communications, maintain our website, keep financial records or claim Gift Aid.

Where another organisation processes personal information on behalf of the Surge Sanctuary, this will usually be for essential charity administration, such as processing donations, managing Gift Aid records, sending newsletters or maintaining our website and supporter records. We will only use these services where necessary, and only the information needed for that purpose will be processed. We do not share volunteer, visitor, donor or event attendee details with other organisations for their own use.

5. Data retention

We retain personal information for different periods of time depending on your relationship with the Surge Sanctuary and the reason the information was collected.

For example, if you donate to us, we may keep financial and Gift Aid records for up to seven years after your last interaction with us, in line with accounting and HMRC requirements. If you volunteer with us, attend an event or visit the sanctuary, we may keep relevant records for as long as reasonably necessary for administration, safeguarding, insurance, health and safety, or legal purposes.

We will only retain personal information for as long as it is necessary for the purposes for which it was collected. Where information is no longer needed, we will delete it, securely dispose of it or anonymise it.
6. Changing how you would like to hear from us

Please help us keep your information accurate by telling us when your contact details or

other personal information changes.

You can change how we contact you, update your communication preferences, or ask us to stop contacting you at any time by contacting us at:

The Surge Sanctuary
Registered charity number 1214267

Email: hello@surgesanctuary.org
Postal address: Nottingham, NG16 6BY

If you receive email updates from us, you can also unsubscribe by using the unsubscribe link included in our emails.

7. Your rights

You have rights in relation to the personal information we hold about you. These may include the right to:

• Ask for a copy of the personal information we hold about you

• Ask us to correct inaccurate or incomplete information

• Ask us to delete your personal information in certain circumstances

• Ask us to restrict or object to how we use your information in certain circumstances

• Ask us to stop using your information where we rely on your consent

To exercise any of these rights, please contact us using the details above.

If you are unhappy with how we have handled your personal information, please contact us first so we can try to resolve the issue. You also have the right to contact the Information Commissioner’s Office, which is the UK regulator for data protection matters.

8. Updates to this policy

We may update this privacy policy from time to time. The latest version will be available on our website or can be requested by contacting us directly.

Last updated: 09.07.2026