Refund policy
Before reading the details of our policy, we would strongly encourage you to please make sure you are as happy as you can be with the purchase you make. Unlike a normal shop, the cost to us of refunding or exchanging has the impact of reducing the money we can spend on the children's projects we support. Clearly if its damaged, we will resolve it for you. But please try to avoid ordering something that you're likely to return because you don't like it or just to see it physically before deciding whether to keep it or not!
A couple of extra things to note. Please DON'T try to return your item to us if:
- You bought it more than 30 days ago. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
- You bought it in a sale. We can't exchange or refund anything bought in a sale.
How to return something
If you'd like to return something, please send us an email at admin@hopeandplay.org with details of what it is you want to return, the email you used when you bought it, and whether you'd like a refund or to exchange it. We'll give you an address to send it to, which depends on what it is that you bought.
Once we've replied to you with details of where to send it, please try to return it in the same condition you got it. We don't need original packaging - you'll have probably already binned it - but we do need it in packaging that gets it back to us in a good state. Please print out a copy of our confirmation email and send it with your item so that we can match it up to you. We can't process returns without this.
Although we'll refund the shipping cost of your order, we don't pay for the cost of your returning your item. The principle is the same - we aren't running a comnmercial for profit shop, and so costs that we have to pay would be replacing programs delivered out to the children we support.
Processing Refunds
If you're getting a refund, then it will be processed, and we'll pay you back the same way you paid us (i.e. the same card, or PayPal, depending how you paid).
If you haven't received a refund and are worried about where it is, then please:
1) first check your bank account / credit card / Paypal again.
2) Then contact your bank / credit card company / Paypal and check with them first. It often takes them some time before they officially post your refund.
3) If you’ve done this and still haven't received your refund yet, please contact us at admin@hopeandplay.org.
Processing Exchanges.
We only replace items if they are defective or damaged, and if we have more of the item in stock.
Note that as so many of our items our hand-made, it may well be the case that we don't have an equivalent in stock. If we can't replace it, we'll issue you a refund, again once we have your item back with us.
If we can replace it, we'll send a replacement once we've got your item back. Depending on where you live, the time it may take for your exchanged product to reach you may vary.