Refund Policy

Overview

At James.com, we aim to provide quality products and services to our fans and customers. If you are not completely satisfied with a purchase, we are here to help. This Refund Policy applies to tickets and to digital and physical products purchased from our website.

Tickets (Safety - The Musical)

All ticket sales are final. We do not refund or exchange tickets for a change of plans, illness, travel, weather (unless the show is cancelled), or tickets that are not used. This applies at any time, including the days just before the show.

• Cancelled show: If a show is cancelled, you get a full refund of what you paid, to the card you paid with. You do not need to ask.
• New date or venue: If a show moves to a new date or venue, your tickets are valid for it. If you cannot attend the new date, ask for a refund at media@james.com within 14 days of the announcement.
• Included extras: The signed poster and the merch discount that come with a ticket have no cash value and are not refunded on their own.
• Payment disputes: If an order is disputed or charged back with your bank, its tickets can be cancelled, and cancelled tickets do not admit.
• All ages: Every show is family friendly and open to all ages.

Physical Goods

If you have purchased physical merchandise, such as clothing, vinyl, or CDs, you may be eligible for a refund or exchange under the following conditions:

• Return Eligibility: The item must be unused, in the same condition that you received it, and in its original packaging. Items that have been used, damaged, or altered may not be eligible for a refund.
• Return Window: You have 30 calendar days from the date you received the item to request a return or exchange.
• Proof of Purchase: A valid receipt or proof of purchase is required to process any refund or exchange.
• Return Shipping: You are responsible for paying for your own shipping costs when returning items. Shipping costs are non-refundable.

Digital Goods

Refunds for digital goods, such as downloads, music, or other digital content, are handled under more limited conditions due to the nature of digital products:

• No Refunds for Completed Downloads: Once a digital download has been completed, we cannot offer refunds or exchanges due to the irreversible nature of digital transactions.
• Refund Requests for Faulty Products: If the digital product you purchased is defective or cannot be accessed, you may request a refund within 14 calendar days from the date of purchase. We will work to resolve the issue or offer a refund.

How to Request a Refund

To initiate a refund or exchange for eligible purchases, please contact our support team at media@james.com. Include your order number and a description of the issue or reason for the return. Once your return or refund request is received, we will review it and notify you of the approval or rejection of your refund.

Refund Process

• Processing Time: If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within 7–10 business days.
• Partial Refunds: In certain circumstances, only partial refunds may be granted, such as when an item is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
• Late or Missing Refunds: If you have not received your refund within the stated timeframe, first check with your bank or credit card company, as it may take some time before your refund is officially posted. If you still have not received your refund after this, please contact us at media@james.com.

Exchanges

If you wish to exchange a physical item for a different size, color, or style, please contact us within 30 days of receiving the product. Exchanges are subject to stock availability. Shipping fees may apply.

Non-Refundable Items

The following items are non-refundable:

• Event tickets, except as described under Tickets
• Gift cards
• Downloadable software products or digital music once accessed or downloaded
• Perishable goods such as food or beverages

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page, and it is your responsibility to review the policy periodically. The latest version will always be available on this page.

Contact Us

If you have any questions about our Refund Policy or need assistance with your purchase, please contact us at media@james.com.