Refund & Returns Policy (Merchandise)

This policy applies to all Novacaine Festival merchandise, including both print-on-demand items and collection-based festival merchandise.

1. Made-to-Order / Print-on-Demand Items

Many of our products are made to order or produced via print-on-demand services.

Because of this, we are only able to offer refunds or returns in the following circumstances:

• The item arrives faulty or damaged

• The item is incorrect due to our error

• The item is not as described

If you receive a faulty item, please contact us within 14 days of receiving your order, including your order number and clear photos of the issue.

We will offer a replacement or refund in line with your rights under UK consumer law.

2. Festival Collection Items

Some merchandise is produced for collection at Novacaine Festival 2026.

For these items:

• We are unable to offer refunds for non-attendance at the event

• Items are made to order and reserved specifically for your purchase

• A small number of additional items may be available on the day, subject to availability

If your item is faulty or incorrect at the point of collection, please notify us on-site so we can resolve the issue.

3. Legal Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Where applicable, you are entitled to goods that are:

• Of satisfactory quality

• As described

• Fit for purpose

4. General Notes

• We do not accept returns for change of mind on personalised or made-to-order items once production has begun

• Refunds will not be issued for incorrect sizing selected by the customer

• All issues must be reported within a reasonable timeframe

Summary:

We don’t offer refunds for change of mind, but if your item arrives faulty or incorrect, we will always put it right in line with UK law.