Refund and Returns Policy

At Charity and Hope, we are committed to transparency and customer satisfaction while supporting those in need. This policy outlines our refund and return procedures for all transactions made through our website.

1. Types of Transactions

A. Direct Donations

Pure charitable donations made through our donation portal are non-refundable contributions to our mission. These funds go directly to supporting individuals and communities in need.

B. Product Purchases (Shop for a Cause)

When you purchase products from our online shop, you receive the physical item as described, AND a portion of the proceeds supports our charitable programs. These purchases are subject to our standard refund and return policy outlined below.

2. Refund Policy for Product Purchases

Eligibility for Refunds

You may request a refund within 30 days of receiving your order if:

• The item arrived damaged or defective
• You received the wrong item
• The item significantly differs from its description
• The item was not delivered within the estimated timeframe

Non-Refundable Items

The following items cannot be returned or refunded for hygiene and safety reasons:

• Personal care items (opened)
• Food products (opened)
• Intimate apparel
• Gift cards
• Downloadable digital products (after download)
• Items marked as “Final Sale” or “Clearance”

Refund Process

1. Contact our customer service team at [email protected] within 30 days of delivery
2. Provide your order number and reason for return
3. Our team will respond within 2-3 business days with return instructions
4. Once we receive and inspect the returned item, we will process your refund within 5-7 business days
5. Refunds will be issued to the original payment method

3. Return Policy

How to Return an Item

• Items must be returned in original condition with tags attached and original packaging
• Returns must be postmarked within 30 days of delivery date
• Customer is responsible for return shipping costs unless the item is defective or we made an error
• We recommend using a trackable shipping method

Return Shipping Address

4. Exchanges

We currently do not offer direct exchanges. If you need a different size, color, or item:

1. Return the original item following our return process
2. Place a new order for the desired item
3. We’ll process your refund once we receive the return

5. Damaged or Defective Items

If you receive a damaged or defective item:

• Contact us immediately at [email protected] with photos of the damage
• We will provide a prepaid return label at no cost to you
• You will receive a full refund or replacement (your choice) once we verify the issue
• No restocking fees apply for damaged or defective items

6. Lost or Missing Packages

Before Contacting Us

Please check:

• Delivery confirmation/tracking information
• With neighbors or building management
• All possible delivery locations at your address

If Package is Confirmed Lost

• Contact us at [email protected] within 30 days of expected delivery
• We will investigate with the shipping carrier
• Once confirmed lost, we will offer a full refund or reship the item

7. Order Cancellations

Before Shipment

Orders can be cancelled for a full refund if:

• You contact us within 24 hours of placing the order
• The item has not yet been shipped

After Shipment

Once an order has shipped, cancellation is not possible. Please follow our return process instead.

8. Refund Timeline

• Refund Processing: 5-7 business days after we receive your return
• Bank/Credit Card Processing: Additional 3-10 business days depending on your financial institution
• Total Expected Timeline: 10-15 business days from when we receive your return

9. International Orders (If Applicable)

International customers are responsible for:

• Return shipping costs
• Any customs duties or fees incurred during return shipment
• Currency conversion differences may apply to refunds

10. Payment Errors and Duplicate Charges

If you notice:

• A duplicate charge
• An incorrect amount charged
• A payment processing error

Contact us immediately at [email protected] with:

• Your order number
• Bank statement showing the error
• Description of the issue

We will investigate and resolve payment errors within 7 business days.

11. Store Credit Option

As an alternative to refunds, we offer store credit:

• 110% of the return value as store credit (10% bonus)
• No expiration date on store credit
• Can be used on any future purchase
• Supports our mission even more

12. How Purchases Support Our Mission

When you shop with Charity and Hope:

• You receive quality products as described
• [10-30%] of your purchase price supports our charitable programs
• You receive a tax receipt for the charitable portion (where applicable)
• You help fund [specific programs: food banks, shelter support, education initiatives, etc.]

13. Contact Information

14. Policy Updates

We reserve the right to update this policy at any time. Changes will be posted on this page with an updated “Last Updated” date. Continued use of our website after changes constitutes acceptance of the revised policy.

15. Acceptance of Terms

By making a purchase on our website, you acknowledge that you have read, understood, and agree to this Refund and Returns Policy, as well as our Terms and Conditions and Privacy Policy.