Refund policy
Refund Policy
This policy is offered in addition to your legal rights. Nothing in this policy is intended to reduce or remove your statutory rights where an item is faulty, misdescribed, not as advertised, or otherwise does not meet the requirements of consumer law.
We offer a 28-day return period for eligible physical goods. You have 28 days from receiving your item to request a return.
Some items, including event tickets, opened sealed audio products, limited promotional items and certain sale or clearance items, may have different conditions as set out below.
Eligibility for Returns
To be eligible for a return of an unwanted item or an item purchased in error, the product must be in the same condition you received it, unused, in its original packaging, and accompanied by proof of purchase.
To start a return, please contact orders@heyjoemusic.co.uk. Items sent back without contacting us first may not be accepted.
Order Review, Quantity Limits and Cancellations Before Dispatch
All orders are subject to review before dispatch.
We reserve the right to pause, query, amend, partially fulfil, cancel, refund or refuse orders before dispatch where we reasonably believe there is an issue with the order. This may include, but is not limited to, incomplete or inaccurate customer details, duplicate orders, linked orders, multiple accounts, suspected reseller activity, attempts to bypass quantity limits, payment concerns, delivery concerns, stock errors, listing errors, or orders that do not match the stated terms of a limited, signed, exclusive or promotional offer.
Where payment has been authorised but not captured, cancelling an order will release the payment authorisation rather than refunding a captured payment. Your bank or card provider may still show a temporary pending authorisation for a short period, but no payment will have been taken by us.
Where payment has already been captured and an order is cancelled by us before dispatch, we will refund the affected amount back to the original payment method.
Order Cancellations Requested by the Customer
If you need to cancel an order, please contact us as soon as possible.
Orders that have already been dispatched cannot be cancelled and must instead be returned in accordance with this policy.
Where an order is cancelled before dispatch and before payment capture, the payment authorisation will be released.
Where payment has already been captured, any refund will be handled in accordance with your legal rights and this policy.
Limited, Signed, Exclusive and Promotional Items
This section applies to all limited, signed, exclusive, bonus or promotional items sold or supplied by Hey Joe Music & Coffee, even where a product listing does not repeat this wording in full.
This includes, but is not limited to, signed sleeves, signed prints, signed inserts, signed art cards, posters, bonus CDs, tote bags, listening party items, preorder bonuses, exclusive variants, free gifts, promotional extras and other limited items supplied with qualifying purchases.
Limited, signed, exclusive and promotional items are intended for genuine customers and fans. They are not intended for bulk buying, duplicate ordering or commercial resale.
Unless a product page clearly states otherwise, limited, signed, exclusive or promotional items are limited to 1 per customer in total.
This limit may apply across products, variants, colours, formats, SKUs, barcodes, product listings, orders, preorders and release campaigns. Buying multiple copies, multiple variants, multiple formats, or placing separate orders does not automatically entitle the customer to multiple signed, exclusive or promotional items.
Only 1 limited, signed, exclusive or promotional item may be supplied in total per customer, household, delivery address, billing address, email address, payment method, collection name, intended recipient or associated customer, unless we clearly state otherwise.
Separate orders that appear to be linked, including previous, current or future orders, may be treated as one order for the purposes of this limit. This includes orders placed using different names, accounts or contact details, orders placed by friends, family members or other people on behalf of the same customer or recipient, orders sent to forwarding or commercial addresses, and orders otherwise appearing connected to the same recipient or resale activity.
We may pause, query, amend, partially fulfil, cancel or refund orders before dispatch where customer details appear incomplete, inaccurate, duplicated, linked to previous orders, linked to reseller activity, or otherwise inconsistent with the relevant limit.
Where an order includes more than one eligible item, we may supply 1 limited, signed, exclusive or promotional item only. Additional records, CDs or other products may be supplied as standard copies without extra promotional items, or the order may be amended or cancelled before dispatch.
Promotional items are only included with the product, format or variant stated as eligible. If a product listing includes multiple formats, for example vinyl and CD, a signed sleeve, signed print or other promotional item is only included with the format or variant clearly described as eligible.
A product title, search result, social media post, collection page or general listing heading does not create an entitlement to a promotional item for every format or variant if the selected format or variant is not eligible.
If there is an error, ambiguity or mismatch in a product listing, variant title, product title, order page or description, we reserve the right to pause, query, amend or cancel the order before dispatch. If this happens, we will contact the customer where appropriate.
Signed and promotional items are available while stocks last and are not guaranteed where an order breaches, or appears to breach, the relevant limit.
Minor imperfections to signed or promotional items, including light creases, small marks, corner wear, handling marks, slight variations in signatures or other cosmetic imperfections, do not normally constitute faults and will not usually qualify for a refund or replacement.
These restrictions are not intended to put off genuine customers or fans. They are necessary to help keep limited items as fair as possible.
Event Tickets
Event tickets are sold for a specific event, date and time, and are not covered by our standard 28-day returns period.
Tickets are non-refundable if you can no longer attend, arrive late, do not attend, forget about the event, or choose not to come.
If you contact us before the event, we may, at our discretion, try to resell or transfer your ticket where possible, but this is not guaranteed and we are not obliged to provide a refund unless the event is cancelled or significantly changed.
If an event is cancelled by us, we will offer a refund or, where possible, the option to transfer your ticket to a rescheduled date.
If an event is postponed or significantly changed, we will contact ticket holders as soon as reasonably possible with the available options.
Changes to support acts, set times, seating arrangements, standing arrangements, running order or event format will not usually be considered a significant change unless the main advertised event is materially affected.
Tickets must not be resold above face value. We reserve the right to refuse entry where we reasonably believe a ticket has been duplicated, misused, resold commercially, or obtained fraudulently.
Incorrect Address Provided
Please ensure your delivery address is entered correctly at checkout.
Orders are processed and dispatched quickly during our opening hours, but emails and customer messages are often read after we close, by which time many parcels have already been shipped. Because of this, we are unable to amend delivery details once an order has been placed.
We cannot accept responsibility for orders lost, delayed or delivered to an incorrect address where the delivery details provided by the customer were inaccurate or incomplete, including missing house numbers or the use of an incorrect house name or postcode.
Please double-check your address before completing your order.
Faulty, Damaged or Incorrect Items
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item.
For the purposes of this policy, a faulty item means an item with a defect that affects its function, performance or safety.
If your order arrives faulty, significantly damaged or incorrect, we will provide return instructions and, where appropriate, a return shipping label.
For courier damage claims, clear photo evidence of both the item and the outer packaging is required.
Minor imperfections, such as small creases, light scuffs, corner dings, minor seam splits or other cosmetic imperfections to outer packaging, are considered normal transit wear and may not qualify for a refund.
Significant damage, such as crushed corners, major tears or damage that materially affects the condition of the item, may qualify for a return, refund or exchange.
Opened Audio Products
Sealed audio products, including CDs and vinyl records, may not be eligible for return once unsealed, unless faulty, damaged, misdescribed or incorrect.
This does not affect your legal rights.
Exceptions / Non-Returnable Items
We cannot accept returns for the following under our additional 28-day returns policy:
• perishable goods
• personalised or custom items
• personal care, health or hygiene products once opened
• hazardous materials, flammable liquids or gases
• gift cards
• event tickets, unless the event is cancelled or significantly changed
• sealed audio products, including CDs and vinyl records, once unsealed, unless faulty, damaged, misdescribed or incorrect
• sale or clearance items, unless faulty, damaged, misdescribed or incorrect
Sale or clearance items are not covered by our additional 28-day goodwill returns period unless stated otherwise. This does not affect any legal rights you may have for online cancellation, faulty goods, damaged goods, misdescribed goods or incorrect items.
Exchanges
If you cannot return an item in person to our Brentwood, Essex store, you may return it by post once approved.
After your return is accepted, you may place a new order for the replacement item.
Online Cancellation Rights
For eligible online orders, you may have the right to cancel within 14 days of receiving your item, and then a further 14 days to return it.
Items must be returned in their original condition, unused, with all packaging and proof of purchase.
This right does not apply to all items. For example, it does not usually apply to event tickets for a specific date, personalised items, perishable goods, or sealed audio products once unsealed.
If you are unsure whether an item can be returned, please contact orders@heyjoemusic.co.uk before sending anything back.
Refunds
Once your return is received and inspected, we will notify you regarding approval.
Approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may take additional time to process the refund.
If more than 15 business days have passed since approval, please contact orders@heyjoemusic.co.uk.
For cancelled, postponed or significantly changed events, refunds or transfer options will be handled as set out in the Event Tickets section above.
Postage Costs
Postage costs are refunded for faulty, damaged, misdescribed or incorrect items where a return is required.
For unwanted items, return postage costs and original delivery charges above standard delivery are not refundable, unless required by law.
Contact
To start a return, report an issue, or ask a question before sending anything back, please contact: