Refund Policy

1) Event tickets

• All ticket sales are final once confirmed, except where the event is cancelled, significantly rescheduled, or moved to a materially different venue.
• If an event is cancelled: you’ll receive a full refund of the ticket price to the original payment method. Service/processing fees may be excluded where a third party handles checkout; we’ll follow the point-of-sale rules.
• If an event is rescheduled: your ticket remains valid for the new date. If you can’t attend, contact us within 7 days of the announcement to request options (refund or credit, where available).
• Name transfers: if permitted by the ticketing system, we allow name changes up to 48 hours before the event. Contact support for assistance.
• Tickets purchased via partners or resellers: refunds must be requested from the original point of purchase under their policies.

2) Merchandise returns and exchanges

We accept returns of most physical merchandise within 30 days of delivery.

• Eligibility: item must be unused, unwashed, and in original packaging with tags (if any).
• Non-returnable items: digital downloads, gift cards, perishable goods, and items marked “final sale.”
• Exchanges: fastest method is to return the item and place a new order once the return is accepted.
• Defective or wrong item: contact us within 7 days of delivery with photos; we’ll replace or refund, including reasonable return shipping.

3) How to start a return

1. Email [email protected] with your order number, items, and reason.
2. We’ll reply with a return authorization (RMA) and instructions.
3. Pack items securely. Use a tracked service and include the RMA in the parcel.
4. Send to: Neo Pepe Tour Returns, 406 Karl Center West, Melissaberg, E12 5QJ, UK.

Unless defective or we sent the wrong item, return shipping is your responsibility. We’re not liable for returns lost in transit.

4) Refund timing and method

• After we receive and inspect your return, we’ll email you the approval or rejection of your refund.
• Approved refunds are issued to the original payment method within 5–10 business days (bank processing times may vary).
• Partial refunds may apply for items not in original condition, missing components, or returned outside the 30-day window (if accepted).

5) Late or missing refunds

• Check your bank or card account again, then contact your payment provider. Processing often takes a few business days.
• If you still haven’t received your refund after 10 business days from our approval, email [email protected].

6) Shipping issues

• Damaged on arrival: keep packaging and photograph the damage; contact us within 7 days.
• Wrong address provided: we’ll help where possible, but replacements or reship fees may apply.

7) Chargebacks

Please contact us first. We can usually resolve issues faster than banks and without account impacts.