Refund Policy

Business identity. Upraising Donkey is a brand and business operated by Gil Plazafy, the registered business name. In this policy, “we”, “us” and “our” refer to Gil Plazafy operating Upraising Donkey.

1. Our 60-day policy

This policy applies to purchases made directly through Upraising Donkey, including physical products, paid services, subscription charges and giving contributions. Digital downloads, including downloadable artwork and digital licences, are non-refundable except where required by applicable law or where a duplicate charge, failed delivery or defective or incorrect file needs to be resolved. You may request a refund within 60 calendar days of the relevant payment, or within 60 calendar days of delivery for physical products. Each subscription renewal has its own 60-day window.

Eligible requests received within this window qualify for a full refund of the amount paid for the cancelled purchase or returned item, including applicable taxes. We do not charge a cancellation or restocking fee. For a fully returned physical order, the refund also includes the original standard delivery charge.

2. Physical product returns

Contact Customer Care before returning an item so we can provide the correct return instructions and address. Keep the product in its original condition with packaging and included accessories where reasonably possible. Normal inspection of the item does not prevent a return. Damaged, defective, incorrect or incomplete deliveries remain eligible; please describe the problem and provide photographs where available.

For a change-of-mind return, you pay the actual return shipping cost. If the item is defective, damaged on arrival or supplied incorrectly, Upraising Donkey will arrange or cover reasonable return shipping. Customer Care will confirm the arrangement before you send it. Please do not send a return without instructions.

3. Digital purchases and subscriptions

Digital downloads, including downloadable artwork and digital licences, are non-refundable. The 60-day refund option does not apply to these purchases. If a file is inaccessible, defective, incorrect or not delivered, or you were charged twice, contact Customer Care so we can investigate and provide a replacement, restore access or arrange any refund required by applicable law. Your mandatory consumer rights remain unaffected.

Access or credits associated with a refunded service or subscription charge will be withdrawn.

You can cancel future subscription renewal at any time. To refund a charge within its 60-day window, also submit a refund request. See our Cancellation Policy for the distinction between stopping renewal and refunding an existing payment.

4. How to request a refund

Send your request through our Help Center under Payments & refunds, or email csfeedback@upraisingdonkey.com. Include your order or payment ID, registered email address, payment date and amount, and whether you want a cancellation or refund. You may include a reason to help us improve, but a reason is not required for an eligible request. Never send passwords, OTPs, full card numbers or banking credentials.

Requests are handled by Customer Care and are not automatically paid out when this form is submitted. We will verify the transaction, confirm any return steps and communicate the outcome. Keep the request reference provided by the Help Center.

5. Refund method and timing

Once the transaction is verified and any required return is received and checked, we aim to initiate the refund within 5 business days. Refunds go to the original payment method, up to the amount actually paid, less any amount already refunded. We do not request an additional payment to release a refund.

After initiation, allow approximately 7–10 business days for the refund to appear, depending on your bank and payment method. This estimate follows Razorpay’s normal refund guidance and is not a guaranteed bank credit date. Contact Customer Care with your reference if it has not appeared after that period.

6. Duplicate or unsuccessful payments

If you were charged twice, or money was debited without an order confirmation, contact us with the payment reference before paying again. We will check the gateway record and arrange a refund or reconciliation as appropriate. A failed or pending checkout is not proof of a completed purchase.

7. Your rights and policy changes

This policy does not limit rights or remedies available under applicable consumer law. Suspected fraudulent or duplicate claims may require additional verification. A policy update will not retrospectively reduce the refund terms that applied when you purchased.