Refund & Returns Policy

A legal disclaimer

At Friends of St Teresa Nzara Limited, we appreciate your support. Because we are a volunteer-based non-for-profit organisation, we work hard to ensure every dollar goes toward our mission. This policy outlines when and how we process refunds for donations and online store purchases.

1. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For any merchandise purchased from our online store, you are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2. Online Store Purchases (Merchandise)

Faulty or Damaged Items

If you receive an item that is faulty, damaged, or significantly different from the description on our website:

Please contact us at contact-us@fsttn.org within 14 days of delivery.
Provide your order number and photos of the fault.
If the fault is major, you can choose between a full refund or a replacement.
We will cover the cost of return shipping for faulty items.

Change of Mind

Please choose carefully. As a charity, we do not typically offer refunds or exchanges for "change of mind" (e.g., you changed your mind, found it cheaper elsewhere, or decided you didn't like the colour).

3. Donations

General Policy

Due to the nature of charitable giving, donations are generally non-refundable. Once a donation is made and a tax receipt is issued, the transaction is considered a gift.

Errors and Exceptional Circumstances

We will consider refunding a donation only in the following limited circumstances:

An error was made by Friends of St Teresa Nzara Limited or our financial institution.
A duplicate payment was made due to a technical error.
The donation was made without the donor’s authorisation (e.g., credit card fraud).
A genuine mistake was made by the donor (e.g., an extra '0' was added to the amount), provided we are notified within 30 days.

If a refund is issued, any tax receipt previously issued for that donation becomes void.

4. Recurring Donations

If you have signed up for a recurring donation, you can cancel at any time by contacting us. To ensure the next scheduled payment is stopped, please notify us at least 5 business days before your next billing date.

5. How to Request a Refund

To request a refund, please contact our team:

Email: contact-us@fsttn.org

Please include your full name, the date of the transaction, and the reason for your request. Refunds will be processed using the original payment method.

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