Policies
Refund Policy
How refunds, cancellations and returns work for memberships, event tickets, Alumni Shop orders and donations.
How to ask for a refund
In short: Email us with your order number and the reason.
- Find your order number in your receipt email or under My Account → Orders.
- Email info@dwu-alumni.org with the order number, the item and the reason for your request.
- We will confirm within 3 working days whether the refund is approved and what happens next.
Membership fees
In short: Cancel within 14 days for a full refund if you have not used paid benefits.
- Within 14 days of paying for a new Standard or Premium membership, you can cancel for a full refund, as long as you have not used paid benefits (for example voting, or receiving membership merchandise).
- After 14 days the current membership year is not refundable, but you can cancel your renewal at any time under My Account → Subscriptions. Your benefits continue until the end of the paid year.
- Automatic renewals: if you forgot to cancel, contact us within 14 days of the renewal date. If you have not used benefits since renewing, we will refund it.
Event tickets
In short: Full refund up to 7 days before; full refund if we cancel.
| Situation | What happens |
|---|---|
| You cancel 7 days or more before the event | Full refund |
| You cancel less than 7 days before | No refund, but you can transfer the ticket to another member — just email us their name |
| DWUAA cancels the event | Automatic full refund |
| DWUAA moves the event to a new date | Keep your ticket for the new date, or ask for a full refund |
Some events may state different terms on the event page (for example, where venue or catering costs are paid in advance). The event page terms apply where they differ.
Alumni Shop orders
In short: Change of mind: 14 days, unused. Faulty or wrong: we fix it at our cost.
- Change of mind: return unused items in their original condition within 14 days of receiving them for a refund or exchange. You cover the cost of returning the item.
- Wrong size: we will exchange T-shirts for another size, subject to stock.
- Faulty, damaged or wrong item: tell us within 14 days with a photo and we will replace it or refund you in full, including any delivery costs.
- Refunds for returned items are made once we receive the item back.
Donations
In short: Donations are gifts, but we will fix genuine mistakes.
Donations fund the campaigns you choose and are generally not refundable. If you made a mistake — for example a duplicate payment or the wrong amount — email us within 30 days and we will refund the error.
How refunds are paid
In short: Back to the card you used, in Kina, with no fees from us.
- Approved refunds go back to the card you paid with, through Stripe, in Papua New Guinea Kina.
- Please allow 5–10 business days for the money to appear; timing depends on your bank.
- We do not charge any fee for refunds.
- If a refund cannot go back to your card, we will arrange another way with you.
Your rights
In short: This policy adds to, and does not limit, your rights under the law.
Nothing in this policy limits any rights you have under the consumer protection laws of Papua New Guinea. See also our Terms & Conditions.
Questions
In short: We are happy to help.
Email info@dwu-alumni.org or use our contact form. Please include your order number so we can help quickly.