1. Policy Statement
1.1 The Cinnamon Trust work hard to ensure that donors have an easy and straight forward experience. However, we recognise that there may be circumstances in which mistakes may be made or refunds maybe requested.
1.2 To comply with legal and best practice regulations set by the Charity Commission, Fundraising Regulator and the Institute of Fundraising all donations The Cinnamon Trust receive (including registration fees for challenge participation) are treated as irrevocable gifts and, as such, are non-refundable.
Although we want to do everything we can to look after our supporters, we are unable to make a refund in the majority of cases.
2. Regulation
2.1 As a registered Charity, The Trust are subject to regulation by the Charities Commission for England and Wales under The Charities Act 2011.
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 refund of any donation, relating to Financial Fraud and Money Laundering: this is not an exhaustive list, and The Trust 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 by the Institute of Fundraising.
This states:
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.
When can we give a refund?
A legal obligation to return a donation
- If certain conditions are attached to the gift. For example, where an appeal for a particular purpose fails to raise sufficient funds to achieve that purpose.
- Where a donation for £100 or more (total amount or aggregate, paid by credit or with debit card) has been made in response to a radio or television appeal, then a seven day ‘cooling-off’ period applies.
- If we or any third party event organiser cancel an event or challenge.
A moral obligation to return a donation
- Fraud – If the supporter can show their card was used without their knowledge.
- Legacies – If The Trust receives a legacy but there’s evidence that the person who died had changed their mind since making the will.
- Other gifts – An example might be where a person has made a gift to a charity, but it later became clear that the donor’s generosity to the charity had reduced them to poverty, the charity trustees might feel morally obliged to make an ex gratia payment by returning all or part of the gift.
- People in vulnerable circumstances – Guidance has been issued by the Fundraising Regulator and the Institute of Fundraising which may lead to donations needing to be refused or refunded.
3. Process
3.1 Any request for a refund should be made in writing.
The investigation will review 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 if we believe this is required.
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 The Trust by one of the following methods:
- Telephoning 01736 757900
- In writing to our postal address – The Cinnamon Trust, 10 Market Square, Hayle, Cornwall. TR27 4HE
- Email us at hello@cinnamon.org.uk
We are committed to providing our donors with the highest standards of legal compliance and we treat all requests for refunds with the utmost importance.
We undertake to process any request as quickly as possible. However, we recognise that this process may require advice from external agencies and response times may not be within our control and will advise you of progress as appropriate.
4. Further Information
4.1 Trading Returns Policy
Standard Returns: You can return part or all of your order for physical goods for a refund within 30 days of receipt.
Only incorrectly supplied or damaged/faulty items can be exchanged upon return. All other returns will be refunded back onto the credit/debit card used for the original purchase. You will need to place a new order if you simply require a different size or product.
Physical goods should be returned in their original condition, ideally in the original packaging. Any damage noticed on receipt of the item should be highlighted to The Trust immediately.
Purchases from our catalogue, over the phone or via the website must be returned via post according to the instructions given by The Trust.
4.2 Trading Donations:
As a charity, The Cinnamon Trust is dependent on, and incredibly grateful, for your generous donation. In compliance with legal and best practice regulations set by the Charity Commission, the Institute of Fundraising and the Fundraising Regulator, all donations we receive (including registration fees for challenge participation) are treated as irrevocable gifts and, as such, are non-refundable. However, if you suspect your credit card has been used incorrectly, or if you have any other issue that you would like to discuss, please contact The Trust on 01736 757900 (Monday to Friday, 9am to 5pm) or by emailing: hello@cinnamon.org.uk.
4.3 Challenge Events
A registration fee for any challenge event is classed as a donation, and this will be treated as an irrevocable gift.
