Refund Policy

1. Overview

At Arcadia Productions (https://arcadia.productions), we want you to be completely satisfied with your purchase. This Refund Policy outlines the conditions under which we accept returns and process refunds for merchandise and event tickets purchased through our website and our portfolio companies.

Please read this policy carefully before completing your purchase. By placing an order, you agree to the terms set out below.

2. Merchandise Returns

We accept returns on physical merchandise (apparel, accessories, headwear, and other goods) under the following conditions:

• Return requests must be submitted within 14 days of receiving your order.
• Items must be unused, unworn, and in their original condition with all tags attached.
• Items must be returned in their original packaging.
• Proof of purchase (order confirmation or receipt) is required.

Note: Items that have been worn, washed, damaged by the customer, or are missing tags are not eligible for return.

3. Event Tickets

All event ticket sales are final and non-refundable. We do not offer refunds or exchanges on tickets once a purchase has been completed, except in the following circumstances:

• The event is cancelled by the organiser with no rescheduled date announced.
• The event is significantly changed (venue, date, or headline act) and you choose not to attend.

In such cases, refunds will be processed to the original payment method within 14 business days of the official announcement.

4. Non-Returnable Items

The following items are not eligible for return or refund under any circumstances:

• Digital downloads and digital content.
• Gift cards and store credit.
• Items purchased during a final sale or clearance event (clearly marked at time of purchase).
• Customised or personalised merchandise.

5. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with your order number and photographs of the item. We will arrange a replacement or full refund at no additional cost to you.

6. How to Request a Refund

To initiate a return or refund request:

1. Email us at [email protected] with your order number, the item(s) you wish to return, and the reason for the return.
2. Our team will review your request and respond within 2–3 business days.
3. If approved, we will provide return shipping instructions. Items sent back without prior authorisation will not be accepted.
4. Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.

7. Refund Processing

Approved refunds will be processed to your original payment method within 7–10 business days of us receiving the returned item. Please note that your bank or card issuer may take additional time to reflect the credit in your account.

Shipping costs are non-refundable unless the return is due to our error (wrong item sent, defective product).

8. Return Shipping

Customers are responsible for return shipping costs unless the return is due to a damaged, defective, or incorrect item. We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.

9. Contact Us

If you have any questions about our Refund Policy, please get in touch: