(Based on Consumer Contracts Regulations & Consumer Rights Act 2015)
We hope you love your purchase from the Shambala Festival Shop, but if for any reason you are not completely satisfied, we’re here to help. Our returns policy is designed to protect your consumer rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
1. Eligibility for Returns (Under Consumer Contracts Regulations 2013)
- You have the right to cancel your order and return any item within 14 days of receiving your order without needing to give a reason.
- To exercise your right to cancel and return an item, please notify us within the 14-day period by contacting us at enquiries@shambalafestival.org and provide your order details.
2. How to Return Your Item
- You will be responsible for the cost of returning the item to us. The item must be sent to the following address:
Returns – Kambe Events Ltd
34 Portland Square
Bristol
BS2 8RG
United Kingdom
- Please ensure the item is securely packaged to avoid damage during transit. We recommend using a tracked delivery service as we cannot be responsible for items lost in the post.
3. Condition of Returned Items
- Returned items must be in their original, unused condition with all tags and packaging intact. We reserve the right to deduct from the refund if the item shows signs of use, or the packaging is damaged, beyond what is necessary to inspect the item.
- For hygiene reasons, certain items (e.g., face coverings, opened hygiene products) cannot be returned unless faulty.
4. Refunds (Consumer Contracts Regulations)
- Once we receive and inspect the returned item, we will notify you regarding your refund. A refund will be processed to your original payment method within 14 days of receiving the returned goods.
- We will refund the original outbound delivery cost if you opted for standard delivery. However, if you chose an upgraded delivery option (e.g., express delivery), we will only refund the cost of the standard delivery.
- Please note that the return postage cost is your responsibility unless the item is faulty or incorrect.
- If you request an exchange instead of a refund, please specify this in your return request. Exchanges are subject to stock availability.
5. Faulty or Incorrect Items (Under Consumer Contracts Regulations)
- If the item you received is faulty, damaged, or incorrect, please contact us within 14 days of receipt, and we will arrange a replacement or refund. In such cases, we will cover the return postage.
Your Rights Under the Consumer Rights Act 2015
The Consumer Rights Act 2015 provides additional protection if your item develops a fault outside of the 14-day return window under the Consumer Contracts Regulations.
6. Faulty, Damaged, or Misdescribed Goods (Consumer Rights Act 2015)
- If your item is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund. Please contact us as soon as possible at enquiries@shambalafestival.org to report the issue.
- Within 30 days: If the fault is reported within 30 days of receipt, you are entitled to a full refund, replacement, or repair.
- After 30 days and up to 6 months: You may still be entitled to a repair or replacement. If the product cannot be repaired or replaced, we will offer you a refund. Any refund issued after the 30-day period may be subject to a reduction based on the use of the product.
- After 6 months: You may still be entitled to a repair, replacement, or partial refund, but it will be up to you (the customer) to prove that the fault was present at the time of purchase. The responsibility shifts to the consumer to demonstrate that the issue was not caused by wear and tear, misuse, or an external factor.
- Return Postage for Faulty Items: For faulty, damaged, or misdescribed goods, we will bear the cost of returning the item. We will agree on a delivery service in advance with you, and provide instructions on how to send the item back to us.
7. Change of Mind Returns Outside the 14-Day Cooling-Off Period
- Outside the initial 14-day cancellation period (under the Consumer Contracts Regulations), we do not accept returns for change of mind or if the item is not faulty.
8. Exceptions
- This returns policy does not apply to digital goods, bespoke/customised items, or items that have been personalised unless they are faulty.
9. Contact Us
If you have any questions about our returns policy, your rights under the Consumer Contracts Regulations or Consumer Rights Act 2015, or need further assistance, please contact us at enquiries@shambalafestival.org