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Refunds, returns, and the 7-day donor protection window. Last updated: 2026.
Donations are direct peer-to-peer gifts to a fundraiser. Donors may request a refund within 7 days of giving, directly from the receipt or by contacting support. After the window, refunds are at the recipient’s discretion since funds may already be in use.
When a donation is refunded, Stripe reverses the transfer to the recipient and the platform fee. Card processing fees may not be recoverable. If the recipient has already withdrawn the funds, a refund can create a negative balance on their account that must be settled.
Fundraisers are not all-or-nothing. Funds settle to the recipient even if the goal isn’t met. There is no holding mechanic that returns money in bulk at a deadline.
Physical products are sold and fulfilled by the seller (the house or partner brand). Returns, exchanges, and product refunds follow that seller’s stated policy. PTD facilitates the transaction; the seller owns fulfillment and post-sale support.
If an item arrives defective or materially not as described, contact the seller first. If unresolved, contact diva@paythedolls.com and we will help mediate. Chargebacks should be a last resort.
Made-to-order, slow-fashion, and pre-order physical goods are cut and built after you buy, so they cannot be returned for a refund once production has begun. What we can do instead is exchange the item for a different size, subject to availability, or issue store credit. Request it within 14 days of delivery and keep the item unworn and in its original packaging. Digital products may be non-refundable once delivered, where the listing states so clearly.
Return and exchange shipping is the buyer’s cost, in both directions, unless we state otherwise in writing. Use a tracked service: we are not liable for a parcel lost or damaged on its way back to us, and an item we never receive cannot be exchanged. Any duty, tax, or customs charge raised on a returned or re-sent international parcel is also the buyer’s. This applies to defect exchanges too. We cover the repair or the replacement, not the postage.
Sample-sale and limited-run products may carry their own guarantee. Terms, length, and coverage vary by product and are stated on that product’s page. Where a guarantee applies, it covers defects in materials or workmanship for the stated period and is honoured as a repair or a replacement, not a refund. It does not extend the no-refund rule in section 06, does not shift the shipping costs in section 07, and does not override section 05. No guarantee is implied beyond what is stated on the listing.
We may reverse transactions and issue refunds where we detect fraud, prohibited activity, or terms violations, regardless of the windows above.
Use the link on your email receipt, or email diva@paythedolls.com with your order/donation reference. We respond to refund requests within 3 business days.
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