Refund & Return Policy

Last updated: 4 November 2025

Thank you for supporting Afghan Association Paiwand Ltd (“Paiwand”, “we”, “us”, or “our”). We are committed to ensuring that your experience with our organisation, whether through purchases or donations, is positive and transparent. This Refunds & Returns Policy explains how we handle returns, refunds, exchanges, and cancellations for products and donations made through our website www.paiwand.com.

1) Scope of This Policy

This policy applies to physical products purchased through Paiwand’s online shop. It also clarifies how we handle refunds for charitable donations. By making a purchase or donation on our website, you agree to this policy.

2) Our Charity Commitment

Paiwand is a UK-registered charity supporting refugees, asylum seekers, and migrants. Proceeds from all sales and donations directly support our community programmes. We therefore ask that you consider any purchases or donations carefully before completing your transaction.

3) Returns and Refunds for Shop Purchases

We hope you’ll be happy with your purchase. However, if you are not satisfied, you may be eligible for a return or refund under the terms below:

• Eligibility: Items must be returned within 14 days of delivery in their original condition (unused, unopened, and in the original packaging).
• Condition: We cannot accept returns for books that have been opened, read, damaged, or marked in any way unless the item was faulty or damaged upon arrival.
• Faulty or Damaged Items: If your order arrives damaged or defective, please contact us within 7 days of receipt with your order number and photos of the issue. We will replace the item or issue a full refund, including shipping costs.
• Change of Mind: If you simply change your mind, you may return the item within 14 days at your own shipping expense, provided it remains in resalable condition.

How to Return an Item:
Please contact us first at info@paiwand.com before sending any returns. Once confirmed, return items to:
Afghan Association Paiwand Ltd
11 High Street, Edgware, London, HA8 7EE
Please include your name, order number, and reason for return.

Refunds will be processed using the original payment method (via WooPayments or PayPal) within 7–10 working days after we receive and inspect the returned item.

4) Cancellations

You may cancel an order for physical items within 24 hours of placing it, provided it has not yet been shipped. To cancel, please email info@paiwand.com with your order number and request. Once shipped, the return policy above applies.

5) Donations and Non-Refundable Payments

Donations made to Paiwand (through our Donate page or fundraising campaigns) are considered final and non-refundable. However, if you made an error (such as entering the wrong amount or duplicating a payment), please contact us within 14 days and we will review your case individually.

All donation refunds are made at the discretion of Paiwand’s management and may require additional verification for security and compliance purposes.

6) Event Registrations

From time to time, Paiwand may organise community events, workshops, or paid activities. Event registrations may be refundable up to 7 days before the event start date unless otherwise stated. Cancellations made later may not be eligible for refund due to venue and staffing costs.

7) Delivery Issues

If your order fails to arrive within the expected delivery window, please contact us within 21 days of purchase. We will investigate with our delivery partners and, if necessary, issue a replacement or refund.

8) Exceptions and Exclusions

• Gift cards or vouchers (if offered) are non-refundable and non-returnable.
• Custom or personalised items cannot be returned unless defective.
• Digital materials (e.g., eBooks or downloads, if ever added) are non-refundable once accessed.

9) Processing Refunds

Once a refund is approved, it will be processed within 7–10 working days through the same payment platform used for the original purchase (WooPayments/Stripe or PayPal). You will receive an email confirmation when the refund has been issued. Please note that your bank may take additional time to post the refund to your account.

10) Contact for Returns or Refunds

If you wish to return an item, request a refund, or have questions about this policy, please contact:

Afghan Association Paiwand Ltd
11 High Street, Edgware, London, HA8 7EE
Email: info@paiwand.com
Telephone: 0208 905 8770

11) Your Consumer Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 and other UK laws. You are always entitled to a replacement or refund if goods are faulty, not as described, or not fit for purpose.

12) Updates to This Policy

We may update this Refunds & Returns Policy from time to time to reflect changes in our shop, laws, or operational practices. The latest version will always be available on this page, with the most recent revision date displayed above.