Returns and Refunds Policy
Last updated: 6 July 2026
This Returns and Refunds Policy explains how Helstonbury Music Festival handles refunds, returns and cancellations for merchandise pre-orders, event admission and other purchases connected with Helstonbury.
This policy does not affect your statutory rights.
Contact details
Helstonbury Music Festival
c/o The Blue Anchor
50 Coinagehall Street
Helston
Cornwall
TR13 8EL
United Kingdom
Email: helstonbury@hotmail.com
If you need to ask about a refund, return or order issue, please contact us by email and include your name, order number if you have one, and the email address used when placing the order.
Merchandise pre-orders
We accept online pre-orders for Helstonbury merchandise.
If you place a merchandise pre-order online and change your mind, you normally have 14 days from the day after you receive your item to tell us that you wish to cancel and return it.
Once you have told us that you wish to cancel, you then have another 14 days to return the item to us.
To request a return, please email:
Please include:
Your name
Your order number, if you have one
The email address used for the order
The item you want to return
The reason for the return, if you wish to provide one
You do not have to give a reason if you are cancelling within the normal cancellation period.
Condition of returned merchandise
Returned merchandise must be unused, unworn, clean and in a resaleable condition, unless the item is faulty.
You may inspect or try on an item in the same way you would in a shop, but we may reduce the refund if the item has been used, damaged, marked, washed, worn beyond reasonable inspection, or returned in a condition that affects its resale value.
Personalised or custom-made merchandise
Personalised or custom-made merchandise may only be refunded if it is faulty, damaged, not as described, or we have made an error with the order.
This may include items made specifically for you, printed with custom wording, or otherwise personalised.
Faulty, damaged or incorrect items
If your item is faulty, damaged, not as described, or you receive the wrong item, please contact us as soon as possible.
Please email:
Include your name, order number if you have one, and photos of the issue where possible.
If the item is confirmed to be faulty, damaged, incorrect, or not as described, we will offer an appropriate solution. This may include a replacement, repair, exchange, or refund, depending on the circumstances and availability.
Refunds for returned merchandise
Where a refund is due, we will refund the amount paid for the returned item.
If you paid for standard delivery, we will refund the standard delivery cost where required by law.
If you chose a more expensive delivery option, we may only refund the cost of the standard delivery option.
Refunds will usually be made to the original payment method used for the order. If you paid by card through Dojo, the refund will usually be returned to the same card or payment method used at checkout.
We aim to process refunds within 14 days of receiving the returned item, or within 14 days of receiving evidence that the item has been sent back.
Return postage
Unless the item is faulty, damaged, incorrect, or not as described, you are responsible for the cost of returning merchandise to us.
We recommend using a tracked or proof-of-postage service, as we cannot refund items that do not reach us.
Merchandise collection
Some merchandise pre-orders may be arranged for collection at the festival or from another agreed location.
If you do not collect your order, please contact us as soon as possible. We will do our best to help, but we cannot guarantee that uncollected items will be held indefinitely.
If an item has been made, reserved, or prepared for you and you do not collect it, refund options may depend on the type of item, whether it is personalised, and whether it can reasonably be resold.
On-door tickets and event admission
Where Helstonbury sells tickets or admission on the door, these are normally for a specific event, date and location.
On-door tickets and event admission are usually non-refundable if you simply change your mind, can no longer attend, arrive late, leave early, or decide not to use the ticket.
Refunds for on-door tickets or admission may be considered where:
The event is cancelled by Helstonbury
You are charged twice by mistake
You are refused entry due to an error by us
A refund is required by law
Weather and event changes
Helstonbury is an event that may be affected by weather, operational issues, performer changes, safety requirements, licensing requirements, or circumstances outside our control.
Unless the event is cancelled, refunds will not normally be given because of poor weather, changes to the running order, changes to performers, changes to timings, or changes to site arrangements.
If the event has to be cancelled, postponed, or significantly changed, we will explain the refund or transfer options available at the time.
Refused entry or removal from the event
We reserve the right to refuse entry or remove someone from the event where necessary for safety, security, licensing, anti-social behaviour, intoxication, abusive behaviour, or breach of event rules.
Refunds will not normally be given where entry is refused or someone is removed because of their own behaviour or failure to follow event rules.
Duplicate or mistaken payments
If you believe you have been charged twice, charged the wrong amount, or paid in error, please contact us as soon as possible.
Please include:
Your name
The date of payment
The amount paid
The payment method used
Any receipt, order number, or transaction reference
If a duplicate or mistaken payment is confirmed, we will arrange a refund to the original payment method where possible.
How refunds are paid
Refunds will usually be paid back to the original payment method.
For card payments processed through Dojo, refunds will usually be returned through Dojo to the original card or payment method.
Refunds can take additional time to appear in your bank account, depending on your bank or card provider.
How to contact us about a refund
For all refund, return and cancellation enquiries, contact:
Please include as much information as possible so we can look into it quickly.
Changes to this policy
We may update this Returns and Refunds Policy from time to time.
The latest version will be published on our website.