Refund policy

Refund Policy

We offer a 28-day return period for eligible physical goods. You have 28 days from receiving your item to request a return.

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, unworn or 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 Cancellations

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 returns policy.

Where an order is cancelled prior to dispatch at the customer's request, we reserve the right to deduct any non-refundable payment processing fees or other direct costs incurred by the business before issuing a refund.

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.

This does not affect your statutory rights.

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 or Damaged Items

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 or with significant damage, we will provide a return shipping label and instructions on how to return the item. 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 or exchange.

Photo evidence of both the item and the outer packaging is required.

Damages and Issues

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 courier damage claims, clear photo evidence of both the item and the outer packaging is required. Minor scuffs or cosmetic imperfections to outer packaging are considered normal.

Signed and Exclusive Items

Signed sleeves, signed inserts, art cards and other promotional items are supplied by artists, labels or distributors and are intended as complimentary additions to qualifying purchases.

Minor imperfections to signed items, including light creases, small marks, corner wear, handling marks, slight variations in signatures or other cosmetic imperfections, do not constitute faults and will not normally qualify for a refund or replacement.

Exclusive signed items are intended for genuine fans. We reserve the right to limit quantities, cancel duplicate orders and refuse orders where we reasonably believe items are being purchased primarily for commercial resale purposes.

Exceptions / Non-Returnable Items

We cannot accept returns for:

• perishable goods

• personalised or custom items

• personal care products

• hazardous materials, flammable liquids or gases

• gift cards

• event tickets, unless the event is cancelled or significantly changed

• sale or clearance items, unless faulty

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.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel or return eligible physical goods within 14 days without giving a reason.

Items must be returned in their original condition, unused, with all packaging and proof of purchase.

This does not apply to event tickets, which are sold for a specific event, date and time.

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 items.

For unwanted items, return postage costs and original delivery charges are not refundable.