Returns, Refunds & Cancellations

1. Your statutory rights

This policy is intended to explain your rights rather than replace them.

Nothing in this policy limits rights provided by the Consumer Rights Act 2015, Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable UK consumer legislation.

2. Change-of-mind cancellation for ordinary merchandise

If you are a consumer purchasing ordinary, non-personalised goods online, you will normally have the right to cancel the contract without giving a reason.

You generally have 14 days after receiving the goods to tell us that you wish to cancel.

After notifying us, you normally have a further 14 days to send the goods back.

To cancel, contact contact@vibelistings.co.uk. You may use the model cancellation form at the end of this policy, although you do not have to use that exact form.

3. Return postage for change-of-mind returns

For an ordinary change-of-mind cancellation, the customer is responsible for the direct cost of returning the goods.

We recommend using an appropriate postal service and retaining evidence of postage.

This does not apply where goods are faulty, damaged, incorrect or otherwise fail to conform to the contract and the law requires us to bear the appropriate cost.

4. Condition of returned goods

You may inspect goods in the same way that you reasonably could in a shop.

If handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods and reduces their value, we may make a deduction from the refund where the law permits us to do so.

5. Refund following statutory cancellation

Where you validly cancel an ordinary goods order, we will refund the price of the cancelled goods and the standard outbound delivery charge attributable to the cancelled order where required by law.

If you selected a more expensive delivery method than the least expensive standard method we offered, we are not required to refund the additional premium.

Where goods need to be returned, we may wait until we receive the goods back or you provide evidence that they have been sent back, whichever occurs first.

Refunds will be made without undue delay and within the applicable statutory period. Unless otherwise agreed, refunds will normally be issued using the same payment method used for the original transaction.

6. Personalised or made-to-specification goods

The ordinary 14-day change-of-mind cancellation right does not apply where goods are genuinely made to the consumer’s specifications or clearly personalised, where the statutory exception applies.

Where Vibe offers such a product, this will be made clear before purchase.

Personalised goods are still protected by consumer law if they are faulty, damaged, not as described or otherwise do not comply with the contract.

7. Printed-to-order but non-personalised merchandise

A product is not automatically excluded from the cancellation regime merely because it is printed after the order is placed.

Unless a statutory exception applies, ordinary Vibe merchandise that is not genuinely made to your specification or personalised remains subject to applicable cancellation rights.

8. Faulty, damaged or misdescribed goods

Goods must be of satisfactory quality, fit for their purpose where applicable and as described.

If goods fail to meet these requirements, statutory remedies may include a refund, repair or replacement depending on the circumstances and when the problem is identified.

UK consumer law provides a short-term right to reject qualifying faulty goods during the applicable statutory period, normally 30 days. After that period, other repair, replacement, price-reduction or refund rights may apply.

Please contact contact@vibelistings.co.uk with your order number and details of the problem.

9. Incorrect goods

If we send an item that you did not order, contact us.

Where the error is ours, we will arrange an appropriate replacement, refund or return process without requiring you to bear costs that the law requires us to meet.

10. Tickets for specified events

The ordinary 14-day distance-selling cancellation right generally does not apply to services relating to leisure activities where the contract provides for a specific date or period of performance.

This includes many event tickets. A customer therefore cannot normally cancel a correctly supplied ticket for a specified event simply because they have changed their mind.

11. Cancelled events

Where Demon Cat Media Limited is the ticket seller and the event is cancelled, we will provide the remedy required under the contract and applicable consumer law.

Where a third-party ticketing provider is identified as the seller, the customer must follow that seller’s cancellation process.

12. Postponed or changed events

Where an event is postponed or materially changed, refund or replacement rights will depend on the circumstances, applicable law and any properly disclosed event-specific conditions.

Nothing in those conditions can remove statutory rights.

13. Refund method

Approved refunds will normally be returned to the original payment method.

Processing time after a refund has been issued can depend on the customer’s bank or payment provider.

14. Returns address

Unless we provide a different address for a particular return, goods should be returned to:

Please include enough information to identify the order.

15. Contact

Questions about returns, refunds or cancellations should be sent to contact@vibelistings.co.uk.

16. Model cancellation form

Complete and return this form only if you wish to cancel a contract for which a statutory cancellation right applies.