Refund Policy

Last updated: 04.11.25

At Recycling in Ottery, we are extremely grateful for every donation and purchase made in support of our work. Your contributions help us promote recycling, sustainability, and community wellbeing in and around Ottery St Mary.

Because we are a registered charity, we handle refunds differently from commercial organisations. This policy explains when and how refunds or credit notes may be issued.

Donations

All donations made to Recycling in Ottery — whether online, by cheque, bank transfer, or in person — are considered voluntary and non-refundable.
Once a donation has been received, it is usually not possible to return it, as funds are quickly allocated to support our charitable work.
However, if you believe a donation was made in error, for example:
- An incorrect amount was entered,
- A duplicate payment was made, or
- An unauthorised transaction occurred,
please contact us within 14 days of the transaction so we can review your request.

Email: Recycling-in-Ottery@outlook.com

Phone: 01404 815 825

If an error is confirmed, we will process a refund to the original payment method as soon as possible.

Gift Aid

If your donation was made with Gift Aid, we may have already claimed the tax relief from HM Revenue & Customs (HMRC).
In such cases, we are unable to refund the donation once the Gift Aid claim has been submitted.
If you think an error has occurred on a Gift Aid donation, please contact us as soon as possible — we will review the circumstances and, if appropriate, adjust future claims.

Event Fees or Tickets

Fees or tickets purchased for Recycling in Ottery events may be refunded if the event is cancelled or rescheduled.
If you are unable to attend an event, please contact us at least 7 days before the event. We may offer:
- A transfer to another event, or
- A refund, at our discretion.
Refunds for events will normally be issued within 10 working days once approved.

Products or Merchandise

At Recycling in Ottery, we are a community charity shop raising vital funds through the resale of donated items and sustainable products.

Please note the following:

All items are sold as seen.
We do not offer refunds or exchanges for change of mind or unwanted items.
In the rare instance that an item is found to be broken, unsafe, or not as described at the time of sale, we will issue a credit note for the value of your purchase. This credit note can be used in-store at a later date.
A full refund will only be considered if an item is deemed unsafe for use or poses a health or safety risk.

This policy helps us keep our prices affordable and ensures that all proceeds go directly towards supporting our charitable work in the Ottery St Mary community.

To request a credit note or raise a concern about an item:
Email: Recycling-in-Ottery@outlook.com
Visit us: Recycling in Ottery, Old Station Yard, Exeter Road, Ottery Saint Mary, EX11 1RE
Please provide proof of purchase and details of the issue within 14 days of purchase.

All decisions regarding credit notes or refunds are made at our discretion and are final.

Processing Refunds and Credit Notes

Refunds (where applicable) will be made using the original payment method wherever possible.
Credit notes will be issued electronically or in writing, to be used within 6 months of issue.
We may need to verify your details to confirm the transaction before processing.
Refunds or credit notes are normally processed within 10 working days once approved.

Contact Us

If you have any questions or wish to discuss a refund or credit note, please contact:

Recycling in Ottery
Email: Recycling-in-Ottery@outlook.com
Address: Recycling in Ottery, Old Station Yard, Exeter Road, Ottery Saint Mary, EX11 1RE
Registered Charity Number: 1199690

Policy Updates

We may update this Refund Policy from time to time.
Any changes will be published on this page with a new “last updated” date.