Terms & Conditions

Terms & Conditions

Consumer Contract.

Before placing an order, to protect your own interests we recommend that you should carefully read these terms and conditions before accepting them.  Please understand that by placing an order on this Website you agree to be bound by these terms and conditions as set out below, and that you are entering a legally binding contract with Dementia Emporium.  If there is anything you do not understand, or do not agree with, please contact us before accepting.  If you require any changes please make sure you ask for these to be put in writing.  In that way we can avoid any problems surrounding what is expected of either party.

Nothing in these Conditions will reduce your statutory rights relating to, for example, goods which are faulty, unsatisfactory, described incorrectly, or unfit for purpose.  For further information about your statutory rights please contact your local authority Trading Standards Department or Citizens' Advice Bureau.

Risk in the goods shall pass to you, the buyer/consumer, when the goods are delivered to, or collected by, you as the consumer/buyer or your agent, following payment in full.

Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right and notify us no longer than 14 working days after the day on which you receive your goods.  Please see full details on ‘Consumer Contracts Regulations 2013’ below.

All orders placed online will be treated as an offer to purchase goods from us.  You will receive an email confirmation for your order, followed by an acceptance email at the time of dispatch.  We reserve the right to refuse or reject any offer to purchase and/or return payment.  For the simple steps required to place an order online at Dementia Emporium please see our ‘How To Order’ page.

Contact Us

We really like to provide you with a friendly and high standard of Customer Service which is of paramount importance to us - we want you to be completely satisfied with your purchases and the service you receive from us, so that you fully enjoy your online shopping experience with us, and return time and time again.  We hope to make your transaction go as smoothly as possible, so please contact us if you encounter any problems, as above all we hope to inspire confidence in the service we offer and the products we supply.

Of course, we are also always delighted to receive your positive comments, ideas, recommendations, advice and product reviews too, thank you.

Enquiries & Information:  Please contact us via our 'Contact Page' or our contact details below.  We also recommend that you read our ‘FAQs’ (Frequently Asked Questions) Page as the answer you seek may already be there to save you time waiting for a response.

You can email us at: info@dementiaemporium.com

You can telephone or fax us on: +44 (0)151-200 9841

Our hours of business are:

     Monday to Thursday: 9.00am to 4.30pm  (09:00 – 16:30)
     Friday:                         9.00am to 4.00pm  (09:00 – 16:00)

You can write to us at:

     Dementia Emporium
     Unit 90 Woodside Business Park, Shore Road,
 Birkenhead, Merseyside. CH41 1EP

     United Kingdom

Our VAT registration number is: GB921271453

Distance Selling, Cancellation, Complaints & Goods Returns

Right to Cancel

From Friday 13 June 2014, the 'Distance Selling Regulations 2000' are superseded by the 'Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013':

In accordance with this new 'Consumer Contracts Regulations 2013', as the buyer/consumer, you have the right to exercise your right to cancel your order and return your goods to Dementia Emporium for any reason whatsoever at any time up to 14 days following the day of receipt of your goods.  The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the last good.

To exercise your right to cancel, you must inform us at Dementia Emporium, Unit 90 Woodside Business Park, Shore Road, Birkenhead, Merseyside. CH41 1EP  info@dementiaemporium.com, 0151 647 3038 of your decision to cancel by a clear statement (e.g. a letter sent by post, fax or email).  You may use our model cancellation form at the end of this section, but it is not obligatory. 

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

You shall send back the goods without undue delay and in any event no later than 14 days from the day on which you communicate your cancellation from this contract to us.  The deadline is met if you send back the goods before the period of 14 days has expired.

Any postage and packing costs incurred by you to return the unwanted item/s to Dementia Emporium will not be refunded and any return postage cost is your responsibility as the consumer/buyer unless the goods are faulty or unsuitable substitutes.

It is your legal duty to take reasonable care of the goods while in your possession, to return the goods with all original packaging and labels intact, and to take reasonable steps to protect the goods from damage whilst in transit.  Dementia Emporium reserve the right to make deductions and charge you for reasonable costs and expenses incurred as a result of you exercising this right to cancel; including opening the goods, damage to the goods, or use of the goods. 

When returning goods, please pack carefully to prevent damage, enclosing your details, and we also recommend that you obtain proof of posting, which is free at any Post Office.  Recorded Delivery (a chargeable service) is also a secure service we can recommend.  Any collections necessary made from you will be chargeable at our cost.  Please post back to us at the following address:

      Customer Service
      Dementia Emporium
      Unit 90 Woodside Business Park, Shore Road
      CH41 1EP
      United Kingdom

Your refund will be issued by the same payment method as your original payment was made, including the original standard delivery cost of your order.  Orders where more expensive delivery was selected will be only be refunded standard delivery postage.  The refund will be made within 30 days from the date the goods are received by Dementia Emporium, or from the date that you supply evidence of having sent the goods back to Dementia Emporium.

 Substitute Goods: We will use our best endeavours to seek your permission before supplying substitute goods (for example, a different colour) in the event of that ordered being unavailable.  Replacement goods will be to the same value and quality, or higher, and may be returned at our cost as soon as is reasonably possible for a full refund of the purchase price if deemed unsuitable upon delivery.

Missing Items: Please examine the goods as soon as is reasonably possible after delivery and advise us of any discrepancies within a reasonable time.  

Faulty Products: Please examine the goods as soon as is reasonably possible after delivery and advise us of any fault or defect within a reasonable time.  Please appreciate that we cannot be held responsible for any damages caused by improper or extreme use, including overstretching, mouthing and biting.

Damaged in transit: If you receive a damaged package, when signing for your parcel, please write on the driver’s signature paperwork that your parcel was received damaged, and inform us as soon as is reasonably possible.  Please examine the goods as soon as is reasonably possible after delivery and advise us of any damages within a reasonable time.

Complaints: We apologise if we have not delivered to your expectations and please contact us to try to put this right.



To Dementia Emporium, Unit 90 Woodside Business Park, Shore Road, Birkenhead, Merseyside. CH41 1EP  or info@dementiaemporium.com

I/We [*] hereby give notice that I/We [*] wish to cancel my/our [*] contract of sale of the following goods:

Received on

Name of customer/s

Address of customer/s

Signature of customer (only if this form is notified by letter)


[*] please delete as appropriate


All prices quoted are GBP £ sterling and are inclusive of VAT at the current rate of 20%.  If this rate changes, we reserve the right to increase or decrease prices accordingly.  The prices shown are per item, or per quantity as specified.  Delivery is not included in the price, unless specifically stated.

VAT Exemption: If you are an individual or a registered charity eligible for zero rated VAT please contact us for a ‘VAT Exemption Declaration Form’ to complete.  If you are in any doubt as to whether you are eligible to receive goods zero-rated for VAT you should consult notice 701/7 VAT reliefs for disabled people or contact the National Advice Service on telephone 0845 010 9000 before signing the declaration, as there are penalties for making false declarations.


On-Line: All online orders require payment in full before your goods will be delivered. Payments can be made using all major debit/credit cards through either of our secure payment service providers: PayPal or Secure Trading, and also using a PayPal Account.  Please note that Secure Trading payments require delivery to the same address that the card is registered to (same delivery address as invoice address).

Security: Dementia Emporium is committed to providing you with a positive online shopping experience and to protecting your security.  Dementia Emporium uses secure servers, ensuring that your transactions stay private and protected.  All payments are redirected to a secure third party site, including PayPal and Secure Trading, who are world market leaders in fraud protection.  Dementia Emporium does not store or have access to your Credit/Debit Card or PayPal details.

Business, Commercial and Public Sector Invoice Accounts: Please contact us to open an invoice account and to make arrangement for payment by BACS, cheque or card.  An official purchase order must be received by email or post, and contain a purchase order number, invoice and delivery details, and the payment department email address and telephone number, if applicable. 

Our settlement terms for an invoice account is strictly payment in full within 30 days from invoice date.  As per the Late Payment of Commercial Debts legislation, failure to make payment in time will result in an additional compensation charge of £40 per invoice, plus interest charged at 8% above base rate, and responsibility for our reasonable legal costs in relation to debt recovery. The title of goods remain the property of Dementia Emporium until full payment has been received.


Dispatch: We will use our best endeavours to dispatch your goods within 24 hours following receipt of your online order, and within 30 days or we will advise you of any delays.  During busy periods, such as Christmas time, dispatch can be slightly delayed, but we endeavour to ensure all orders arrive pre-Christmas or we will contact you.  You will receive an email notification from us on the day of dispatch, confirming your order is on its way to you. However if any reasonable or unavoidable delay arises which is genuinely beyond our control we will contact you as soon as is reasonably possible to agree the new delivery time, or you will then be given the opportunity to cancel the order. 

Postage Cost: Shipping rates are automatically calculated by the weight and destination of your order.  Additional 'upgrade' services and 'signed-for' services are available at additional cost.  Please see our 'Delivery Information' Page for details and prices of our UK postage costsPlease note that all rates shown, including postage, include VAT, and that tax will not be charged on invoices to non-EU countries (worldwide) or the Channel Islands.  You are able to view and revise your postage cost at checkout before you are obliged to pay.

Changes to Orders (following payment): Please contact us at your earliest and if possible we will endeavour to make changes to your order.

Back-orders: Our apologies if the item you require is out of stock.  We endeavour to display 'arrival date' notifications of the known due date of stock arriving at the warehouse. However, we do not accept payment for back-orders, as we do not wish to take payment from you for items that are not available in stock, or that we cannot guarantee are available in the near future.  So please re-order these products when back in stock, or you are very welcome to contact us and we will gladly advise you by email when they become available again.

Toy Safety

We take the safety of our products very seriously.  All products conform to European safety standards and bear the CE mark.  Products classified as only being suitable for children over 3 years of age may contain small parts and therefore present a choking hazard.  Products classified as only being suitable for over 15 years of age are not a toy.  Please choose carefully, not all items will be suitable for every individual, especially for those who mouth, bite, are robust or take things to their limits, and only you know best.  Under strict adult supervision, all our products can be enjoyed during sensory activities and play for sensory exploration, discovery and creativity.  Please exercise caution if the individual has a learning age lower than their physical age.  Always check the items for signs of wear or damage before each use.  Safety is always our prime concern so please ensure you exercise your duty of care, observing Health & Safety guidelines, with adult supervision, and good common sense at all times.   

Data Protection

Any personal data you provide will be held securely and in accordance with the Data Protection Act 1998.  We will use your personal data for the purpose(s) in relation to which you have provided it.  We may however need to disclose personal data to a third party so that they can provide the service you have requested.  We may additionally need to disclose information where there is a legitimate reason for disclosure (such as a court order) but we will ensure that we always comply with the Data Protection Act.  Any information about you that we pass to a third party will be held securely by that party, in accordance with the Data Protection Act 1998, and used only to provide services you have requested.  As a data subject you have the right to ask for a copy of personal data about you and to ask for inaccuracies to be corrected.

Whilst we may send you newsletters (if you have joined our Mailing List) and emails regarding matters relating to your orders, Dementia Emporium will never send you emails asking for sensitive information such as passwords, login or payment information.

Applicable Law

This Contract is governed by the laws of England and Wales and each party agrees to submit to the non-exclusive jurisdiction of the English Courts.


Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.

Limitation of Liability

If Dementia Emporium or you, the Customer, are in breach of the arrangements under this Agreement, neither parties will be responsible for any losses that the other suffers as a result, except those losses which are a foreseeable or unavoidable consequence of the breach of contract.  All items are sold in accordance with the manufacturer’s specification subject to any qualification or representation contained in the brochures, advertisements or this website or any documentation provided with the item.  We will accept liability if our negligence results in death or injury.


You acknowledge and agree that all copyright, trademarks, design, text, graphics, information, software compilations and all other intellectual property rights in all material and content supplied as part of the Website are wholly owned by Dementia Emporium and are protected by copyright, and will be strictly enforced.  ALL RIGHTS RESERVED. Copyright © 2007 Elizabeth Howard T/A Dementia Emporium.  Dementia Emporium acknowledges third party images, brand names or trademarks on this website.

External Links

Through this website you are able to link to other websites which are not under the control of Dementia Emporium.  We have no control over the nature, content and availability of those sites.  The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.