Returns and refunds

EFG London Jazz Festival Merch Store 

This policy applies to purchases made through the EFG London Jazz Festival Merch Store and does not affect your statutory rights under UK consumer law. 

Your Right to Cancel - UK Customers

If you are a UK customer, you have the legal right to cancel your order within 14 days of receiving your items, for any reason. 

To cancel: 

• You must notify us within 14 days of delivery 
• You then have a further 14 days to return the item(s) 

Returned items must be: 

• Unused, unworn, and in resaleable condition 
• With original tags attached (where applicable) 
• Returned with original packaging where reasonably possible 

You are responsible for return shipping costs, unless the item is faulty or damaged. 

Refunds for Cancelled Orders 

Once we receive your return: 

 We will issue a refund to your original payment method 

• Refunds are processed within 14 days of receiving the returned goods 
• Approved returns will receive a refund of the item price paid, less any shipping and handling fees. 
• Any upgraded or express delivery charges are non-refundable 

 Faulty or Damaged Items 

If an item is faulty, damaged, or not as described, you are entitled to a refund, repair, or replacement under UK consumer law. 

• Please contact us within 7 days of delivery where possible 
• Include your order number and photos of the issue 
• If an item develops a fault within 30 days, you are entitled to a full refund. 
• Returns that do not meet the conditions above may be refused 
• This policy does not limit your rights under the Consumer Rights Act 2015 
• We reserve the right to update this policy as required by law 

 Items That Cannot Be Returned 

The following items are non-returnable unless faulty: 

• Glass pint glasses that have been used 
• Sale or clearance items, where clearly marked 
• Limited-edition or event-specific merchandise, once worn or used 

This is in line with hygiene and event-specific exemptions under consumer law. 

Exchanges 

• We do not offer direct exchanges. 
• If you need a different size or item, please return your original order (if eligible) for a refund and place a new order.  

 How to Start a Return 

Please contact us before returning any items. 
Email: [email protected] 

Include: 

• Order number 
• Item(s) you wish to return 
• Reason for return 

We will provide return instructions.