• When can I claim a refund?

    The DEC is happy to refund donations when;

    • There was an error in the donation
    • The donation was made for the wrong amount
    • A duplicate donation was made in error
    Refunds will be Given
    • If there was an overpayment as the result of a DEC error, e.g. the amount was transcribed incorrectly
    • If there was an overpayment as the result of the following common mistakes:
      • Incorrectly adding 00 for pence (e.g. making a £1000 donation for £10.00)
      • Incorrectly pressing the refresh button on the website.
    • If a telephone donation was made but, due to the delay in processing, an erroneous second donation was made in another way (evidence of the second donation being made must be provided)

    Refunds will not be Given

    • If a donation is made to an Appeal and you subsequently change your mind we cannot routinely make refunds because this exposes us to Money Laundering activities. You should not make a donation without first checking that you can afford it, however cases in which donations threaten hardship for the donor will be considered on a case by case basis.

    For instructions on how to claim a refund please go to How do I claim a refund?

  • How do I claim a refund?

    See When can I claim a refund? for details on when the DEC will and will not give refunds.

    You can request a refund by using our contact form. In the Type of Query box select My Donation then Request a Refund, then in the Description box add as much of the below information as possible.

    In order to process a refund we must first trace the original donation. To help us do this, we will require as much information as possible so we can see if it has been processed. We have many different ways to donate so in order to trace the donation please could you provide as much of the following information as possible:

    • Full name 
    • Address 
    • Email
    • Date of donation 
    • Amount donated 
    • Donation method
    • Reference number or copy of paying in slip or receipt if received

    If donation made by phone: the phone number used & the last four digits of the card used for payment
    If donation made by cheque: date the cheque was sent & the address it was sent to
    If donation made by text: the mobile number used
    If donation made by ATM: a receipt from the ATM or a copy of a bank statement showing the donation

    This may seem like a lot of information but, as we have thousands of donations each day during an appeal, it is necessary for us to be able track down one individual payment. If you give us as much information as you can we should be able to trace your donation and process the refund.