Refund policy

RETURNS

  • Cards and books: For refunds, we can accept returns until 30 days after the dispatch of your order.
  • Clothing and merchandise: We can only offer refunds or exchanges after 14 days of dispatching your order, as orders are printed on demand. 

After this time, unfortunately we can’t offer you a 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.

To complete your return, send the item to FREEPOST RRHA-TTHH-KZTY, Compassion in World Farming (Returns), Godalming, GU7 1EZ. Please quote your:

  • Order number
  • Name and address
  • Contact email address
  • Reason for return
  • Whether you require a replacement (NB – we only replace items if they are defective or damaged).

NON-DELIVERY

In the event that your order has not been delivered as per your order confirmation email, please contact us on supporters@ciwf.org 01483 521 953 (lines open 9am-5pm, Monday-Friday) or at Supporter Engagement Team, Compassion in World Farming, Godalming, GU7 1EZ.

Please provide your name and address and order number, to enable us to investigate. If the delivery issue cannot be resolved within 3 working days, we will contact you to confirm whether you wish to receive a replacement (where possible) or a refund.

REFUNDS (if applicable)

In respect of returns, 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.

In respect of non-delivery of orders, a refund may be agreed in line with the ‘Non-delivery’ terms above.

When a refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Please note: Where any item not in its original condition, is damaged or missing parts for reasons not due to our error, a refund may be refused or a partial refund issued, at our discretion.

If we have notified you of approval of a refund, but you have not received your refund within 10 working days of notification, please contact us at supporters@ciwf.org. We may need to refer to you to your payment provider.