Frequently Asked Questions

For frequently asked questions about individual Partner programmes, please see Partner Programme FAQs.

General
1.1 Which products are available through the CTXchange Programme?
1.2 Why do you charge administrative fees?
1.3 How do I contact you?

Eligibility
2.1 Does my organisation qualify for the CTXchange Programme?

Registration
3.1 I would like to order products. How do I get started?
3.2 If someone else has already registered my organisation with the CTXchange Programme, can I use this account to order products?
3.3 How can I find out my organisation's Password?

Placing an Order
4.1 How do I place an order?
4.2 How many products can I order?
4.3 How often can my organisation order products?
4.4 My organisation has multiple branches. Can each branch place orders individually?
4.5 How can I pay for my order?

Delivery Address
5.1 Can the delivery address be different from my organisation's registered address?

Order Fulfilment
6.1 When can I expect to receive my order?
6.2 How will my order be fulfilled?
6.3 What should I do if I have a question about the status of my order?
6.4 What should I do if I want to cancel my order?

Refunds & Returns
7.1 What should I do if I want to return my order?

Account Access
8.1 What do I do if I forget my organisation's Password?
8.2 My organisation has been registered by someone else. How can I find out my organisation's Password?
8.3 What do I do if my organisation's details have changed since it was registered on the CTX Programme?

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General

1.1 Which products are available through the CTXchange Programme?

The CTXchange Programme offers donated or discounted technology products to eligible organisations. Please see Our Catalogue for further information.

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1.2 Why do you charge administrative fees?

The CTXchange Programme charges an administrative fee for each donation request processed. The fee is to cover the cost of administering the donation programme.

Whilst the administrative fees vary, charities will still make savings of between 92-96% on typical retail prices.

Fees ensure that the CTXchange Programme can continue to offer donated products as efficiently as possible, at the lowest possible cost.

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1.3 How do I contact you?

We can be contacted by telephone or email. Please see Contact Us for details.

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Eligibility

2.1 Does my organisation qualify for the CTXchange Programme?

The CTXchange Programme is available to UK registered Charities and Charitable Housing Associations. Please see Eligibility Criteria for further information.

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Registration

3.1 I would like to order products. How do I get started?

Please see Getting Started for further information.

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3.2 If someone else has already registered my organisation with the CTXchange programme, can I use this account to order products?

Yes. You will need to use your organisation’s username and password to log in.

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3.3 How can I find out my organisation’s Password?

If you do not know your organisation's password, click on the Reset Password link on the right of the screen. You will be asked to enter your organisation's registered e-mail address or username. A new password will be e-mailed to you. If you do not know either of these details, then contact us at customerservice@ctxchange.org

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Placing an Order

4.1 How do I place an order?

Please see Placing an Order for further information.

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4.2 How many products can I order?

Our Partners maintain requirements for the number of products an organisation can order. For more information, please see Partner Programme FAQs.

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4.3 How often can my organisation order products?

Our Partners maintain requirements for the number of orders an organisation can place. For more information, please see Partner Programme FAQs.

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4.4 My organisation has multiple branches. Can each branch place orders individually?

Yes, provided each branch has it’s own Registered Charity number.

• Go to Register
• Complete the on-line form.
• Once your branch has been registered, and we have confirmed it meets the required Eligibility Criteria, you will be able to place an order by logging in to the CTXchange Shop using your branch’s Username and Password.
• If your branch has already been registered, login from our home page.
• If your branch has already been registered, but you do not know your organisation's password, click on the Reset Password link on the right of the screen. You will be asked to enter your organisation's registered e-mail address or username. A new password will be e-mailed to you. If you do not know either of these details, then contact us at customerservice@ctxchange.org

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4.5 How can I pay for my order?

Payments can be made by Credit or Debit card via CP Web, a secure card payments service.

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Delivery Address

5.1 Can the delivery address be different from my organisation’s registered address?

It is a requirement of the CTXchange Programme that goods are delivered to the Registered Address of your organisation.

Please note: Certain Partners may permit goods to be delivered to a different address, provided confirmation of the delivery address is given in writing by a Trustee or Director of your organisation.

Please see Delivery Address for further information.

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Order Fulfilment

6.1 When can I expect to receive my order?

Products from our Partners are subject to special processing. You can expect to receive your order as outlined in Order Fulfilment Schedules.

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6.2 How will my order be fulfilled?

You can expect to receive your order to be fulfilled as outlined in Order Fulfilment Methods.

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6.3 What should I do if I have a question about the status of my order?

Please e-mail your question to us at customerservice@ctxchange.org with “Order Status Request” as the subject line, and include the following information in the text of your e-mail:

• Organisation Name
• Registered Charity Number
• Order Confirmation Number

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6.4 What should I do if I want to cancel my order?

Please e-mail us at customerservice@ctxchange.org with “Order Cancellation Request” as the subject line, and include the following information in the text of your e-mail:

• Organisation Name
• Registered Charity Number
• Order Confirmation Number

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Refunds & Returns

7.1 What should I do if I want to return my order?

Please e-mail us at customerservice@ctxchange.org with “Order Return Request” as the subject line, and include the following information in the text of your e-mail:

• Organisation Name
• Registered Charity Number
• Order Confirmation Number

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Account Access

8.1 What do I do if I forget my organisation’s Password?

Click on the Reset Password link on the right of the screen. You will be asked to enter your organisation's registered e-mail address or username. A new password will be e-mailed to you. If you do not know either of these details, then contact us at customerservice@ctxchange.org

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8.2 My organisation has been registered by someone else. How can I find out my organisation’s Password?

Click on the Reset Password link on the right of the screen. You will be asked to enter your organisation's registered e-mail address or username. A new password will be e-mailed to you. If you do not know either of these details, then contact us at customerservice@ctxchange.org

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8.3 What do I do if my organisation’s details have changed since it was registered on the CTXchange Programme?

Please e-mail us at customerservice@ctxchange.org with “Change Details” as the subject line, and include the following information in the text of your e-mail:

• Organisation Name
• Registered Charity Number
• The new details

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