Refund policy At SOS Children's Villages UK, we work hard to ensure you have a trouble-free journey when making a donation and we want to make it as smooth as possible. However we realise that sometimes errors can happen. Under charity law, charities are not permitted to refund donations, other than in specific circumstances. The Charities Act 2011 can be found here. However, there may be an occasion when you need to speak to our team to discuss your donation. Please email us at firstname.lastname@example.org or give us a call on 01223 365 589. We are committed to the highest standards of legal compliance and we treat all requests for refunds with the utmost importance. Before we are able to consider your request, we will need some paperwork from you as we can’t proceed without it. Once we receive everything, we can then advise you of how long things will take – usually 7-10 working days.