The CTX Programme will be charging 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 CTX 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?

Please see Contact Us.

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1.4 How can I get advice on selecting products?

FREE help & advice on selecting products is available to organisations already registered with the CTX Programme, via net:gain's on-line experts. Please see Help & Advice for further information.

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Eligibility

2.1 Does my organisation qualify for the CTX Programme?

The CTX 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 CTX 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:

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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:

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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 CTX have confirmed it meets the required Eligibility Criteria, you will be able to place an order by logging in to the CTX 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; payment by invoice is available upon request. Card payment is encouraged to expedite fulfilment, as your product request(s) will only be submitted to our Partners for approval and fulfilment once we have received your administrative fee / discounted fee payment.

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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 CTX 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 Status

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 follows:

Bytes of Learning - Up to 10 days from the date we recieve your payment.
Cisco - Up to 90 days from the date we receive your payment and Order Confirmation.
Flickr - Up to 10 days from the dates we receive your payment.
GRANTfinder - Up to 10 days from the dates we receive your payment and signed Warrant.
Mailshell - Up to 10 days from the date we receive your payment.
Microsoft - Up to 14 days from the date we receive your payment.
Symantec - Up to 21 daysfrom the date we receive your payment.
Winfrasoft - Up to 14 days from the date we receive your payment.

Please note: Orders may be delivered in more than one shipment.

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

Please e-mail your question to us at help@ctxchange.org with “Order Status Enquiry” 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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6.3 What should I do if I want to cancel my order?

Please e-mail us at help@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 help@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?

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