Refund Policy

Effective Date: December 9, 2025

This Refund Policy outlines the terms under which refunds are provided for Donations made to NGOLink and Purchases made through our online shop.

1. Donation Refund Policy

As a non-profit organization dedicated to South Africa, all donations made to NGOLink are generally considered final and non-refundable.

• No Refund Rule: We rely on the generosity of our donors to fund our ongoing programs and operational expenses. Therefore, once a donation is processed, we are unable to reverse it.

• Exceptions (Error or Fraud): Refunds will only be considered in the following limited circumstances:

  1. Duplicate Transaction: If an administrative or technical error results in a duplicate charge.

  2. Unauthorized Transaction: If the donation was made fraudulently or without the cardholder’s authorization.

• Request Process for Exceptions:

  • Requests for a donation refund under these exceptional circumstances must be made in writing within 7 business days of the transaction date.

  • The request must include the donor’s name, the date and amount of the donation, and a detailed explanation of the reason for the refund request.

  • All requests are subject to review and approval by the NGOLink finance team.

2. Online Shop (E-Commerce) Refund and Exchange Policy

This section applies to merchandise purchased through our official online shop.

A. Returns and Exchanges

• Eligibility Window: You have 7 calendar days from the date you received your item to request a return or exchange.

• Conditions for Return: To be eligible for a return or exchange, your item must be:

  • Unused and in the same condition that you received it.

  • In the original packaging.

  • Accompanied by the receipt or proof of purchase.

• Non-Returnable Items: Certain types of items cannot be returned, including:

  • Gift cards.

  • Personalized or custom items.

  • Digital goods or downloads.

  • Items marked as “Final Sale.”

B. Refunds (for Shop Purchases)

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.

• Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7 business days.

• Shipping Costs: The customer is responsible for paying their own shipping costs for returning an item. Shipping costs are non-refundable.

C. Exchanges

We only replace items if they are defective or damaged upon receipt. If you need to exchange a damaged item for the same item, please contact us within 7 days of delivery.

3. How to Initiate a Return or Request a Refund

To initiate any refund or return process, please contact us first at:

• Email: donation@ngolink.com

• Phone: +27 21 493 7442

We will provide you with a return authorization number and instructions on how and where to send your package (for shop returns). Items sent back to us without first requesting a return authorization will not be accepted.