Refund and Returns Policy

Loratong Refund Policy

1. Policy Statement

1.1 Loratong (hereinafter referred to as “The Charity”) work hard to ensure that donors making a contribution  towards the work that we do; have an easy and straightforward experience. However we recognize that  there may be circumstances in which mistakes may be made.

2. Regulation

2.1 As a registered Charity, we are subject to regulation by The Government of Botswana.
2.2 We also adhere to the Fundraising Code and standards as laid out by the Fundraising Regulator.
2.3 Other legislation may apply to the refunding of any donation, relating to Financial Fraud and Money
Laundering: this is not an exhaustive list and staff and trustees may need to take specialist advice.
2.4 As a rule, Charities are not permitted to refund any donations. However there may be exceptional circumstances.
2.5 The Code of Fundraising Practice (Fundraising Regulator) refers to guidance issued as per the code of conduct.

This states:
1.7 Returning Donations a) Fundraising organisations which are charities MUST* not return donations unless certain criteria are fulfilled. For all other fundraising organisations, donations MUST only be refunded in line with any policies or in exceptional circumstances. It may not be lawful to return a donation and fundraisers MUST take advice from legal advisers or the Charity Commission / OSCR before doing so.

3. Process
3.1 Any request for a refund should be made in writing to the Chief Executive Officer who will assign a Manager to begin an investigation. The investigation will look into the circumstances of the request including personal details of the donor, the intended purpose of the donation (if applicable), the method of donor payment and the reasons for the refund. Advice will be sought from the Charity Commission to inform a final report made from the Chief Executive Officer to the trustees to make a decision under advice from the Charity Commission or other agencies as appropriate.
3.2 Details for donors requesting a refund will be made available on the Loratong website with the following  wording:
Charities are not permitted to refund donations by law, except under very exceptional circumstances.

If you wish to request a refund for a donation that you have made, you will need to contact us at our Head Office by either telephone on +267 75 438 771; or in writing at our postal address which is:

P.O Box

Refunds On Goods Purchased From Loratong

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full 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.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery


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.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.