Overview
We hope you will be fully satisfied with every item you purchase from us. Please do contact us with any problems and we will try to sort them out. If the item is faulty or not what you expected, then we may be able to offer you a refund.
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Personalised items, gift cards, downloads and perishable goods cannot be returned.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- items with obvious signs of use
- sealed items that have been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Unless the item is faulty, we will only refund the cost of the item, not the postage. As a small non-profit organisation, we can’t cover postage if you change your mind, and keep our products at a reasonable price. So please choose carefully before you buy.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at connect@survivorsvoices.org
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at connect@survivorsvoices.org and send your item to: 2 Anchor MillCottages, Main Road, Chelmondiston, Suffolk IP9 1DP, UK.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should mail your product to: 2 Anchor MillCottages, Main Road, Chelmondiston, Suffolk IP9 1DP, UK.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at connect@survivorsvoices.org for questions related to refunds and returns.
