Refund policy

Return & Refund Policy – UK, USA & Canada

We want you to feel confident shopping with That Gig. Below you’ll find our updated return and refund policy covering the UK, USA, and Canada.

Overview Table

Region Return Window Eligible Items Who Pays Return Postage? Refund / Exchange
UK 90 Days Unused, original packaging Buyer (unless defective/wrong item) Refund or Replacement
USA / Canada 30 Days Unused, original packaging Buyer (unless defective/wrong item) Refund-first option on valid claims
EU 14 Days
(from delivery)		 Unused, original packaging
Excludes custom items 		Buyer Refund (as per EU law)


UK Customers – 90-Day Return Guarantee

You have 90 days from the date of receipt to request a return. Items must be:

  • Unworn or unused
  • In original packaging
  • Accompanied by proof of purchase

Email hello@thatgig.co.uk to start your return. Items sent back without approval will not be accepted.

Return postage is covered by the buyer unless the item was defective or sent in error.

USA & 🇨🇦 Canada Customers – 30-Day Returns

USA and Canada customers have 30 days from delivery to request a return.

We know international returns can be costly. If your item is damaged or incorrect, we offer:

  • Refund-first options with photo proof
  • No need to return for low-cost items or printing errors

All other non-defective returns must be shipped at the buyer’s cost.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If the item is:

  • Damaged
  • Incorrect
  • Has printing defects

Email us within 24 hours of delivery with photos. We’ll replace or refund the item, and cover return shipping if needed.

❌ Non-Returnable Items

  • Custom/personalised items (e.g. requested setlists)
  • Gift cards
  • Sale/clearance stock

 

Exchanges

We do not offer direct exchanges. Instead, please:

  1. Return your item (if eligible)
  2. Place a new order

EU Customers – Right of Withdrawal

Under EU consumer law, you have the right to withdraw from your order within 14 days of delivery of the last item, without giving a reason.

To exercise your right of withdrawal:

  • Log in to your account and submit a return or cancellation request from your Orders page.
  • If you checked out using a phone number only (no email), please use the returns link in your SMS order confirmation instead.

Once you've notified us, you have a further 14 days to return the item(s).

Refunds: We will process your refund within 14 days of receiving the returned goods (or proof of return), to your original payment method. Your original standard delivery cost will be refunded; upgraded shipping costs are not refundable.

Return shipping: Return postage is the responsibility of the buyer.

Exemptions: The right of withdrawal does not apply to custom or personalised items (e.g. bespoke setlist posters).


Refunds

Once your return is received and approved, a refund will be processed to your original payment method within 14 calendar days.

If your refund hasn't arrived within 15 calandar days, please contact us at hello@thatgig.co.uk.

🤝 We're Here to Help

Have questions? Need help with a return? Our team is happy to assist. Reach out at hello@thatgig.co.uk.