Refund policy

Last updated 5 October 2026.

Merchandise bought at a show is sold by the artist, through the venue as the artist's agent. Card payments are processed by Stripe.

On the night

If something is wrong with your purchase — the wrong size, a fault, or a mistake at the till — go back to the merch stand before the end of the show. The venue's supervisor can refund the payment to your card there and then.

Faulty goods after the show

If an item turns out to be faulty, email kob@ourmerch.app with the venue, the date of the show and, if you have it, your receipt number. We will pass it to the venue and the artist, and faulty items are refunded to the card you paid with. Your statutory rights under the Consumer Rights Act 2015 are not affected.

Change of mind

Merchandise is sold in person at the show, so there is no automatic right to return an item because you have changed your mind. A venue may still choose to help on the night.

How refunds are paid

Refunds go back to the card you paid with, through Stripe. They usually appear within 5–10 working days, depending on your bank.