Refund policy
Last updated: 10 September 2026
MERCH RUN provides an independent live-event merchandise sourcing service. We purchase official merchandise in person from event or venue merchandise sellers in response to customer orders.
AVAILABILITY & SECURED ORDERS
Merchandise at live events is subject to real-time availability. Placing an order with MERCH RUN is a request for us to source your selected item and does not guarantee that the item, size or variation will still be available at the venue.
Your merchandise is successfully sourced only once you receive a SECURED confirmation from MERCH RUN.
We will never substitute an item, size or colour without your approval.
IF WE CANNOT SECURE YOUR ITEM
If your requested item or size is unavailable, we may contact you with available alternatives.
If you do not want an alternative, or we are unable to source your requested merchandise, we will issue a full refund for the affected item, including the associated MERCH RUN sourcing fee and any delivery charge that applies solely to that item.
CANCELLING BEFORE SOURCING BEGINS
If you wish to cancel before we have begun sourcing your order, please contact us immediately at [EMAIL ADDRESS].
Where sourcing has not yet begun, we will cancel the order and issue a full refund.
Because our service operates around live events and stock can sell quickly, we cannot guarantee that a cancellation request will reach us before sourcing begins.
THE MERCH RUN SOURCING SERVICE
When you expressly request MERCH RUN to begin sourcing your order immediately, you are asking us to begin providing the sourcing service before the usual cancellation period for services has expired.
Where you have expressly requested immediate performance and acknowledged that your right to cancel the sourcing service will end once that service has been fully performed, the sourcing service is completed when MERCH RUN successfully secures your requested merchandise.
Once the sourcing service has been fully completed in those circumstances, the MERCH RUN sourcing fee is non-refundable.
If you cancel after sourcing has begun but before the sourcing service has been fully completed, we may deduct a proportionate amount for sourcing work already carried out where permitted by law.
This provision relates only to the sourcing-service element of your order. It does not remove any statutory cancellation or consumer rights that apply to the physical merchandise.
RETURNS AFTER DELIVERY
For eligible merchandise purchased online, UK consumers may notify us that they wish to cancel their purchase within 14 days of receiving their goods. After notifying us, you must return the merchandise within a further 14 days.
To begin a return, email [EMAIL ADDRESS] with your name, order number and the item you wish to return.
Merchandise should be returned to:
MERCH RUN
[RETURNS ADDRESS]
You may inspect or try on merchandise as you reasonably would in a shop. If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may make a deduction from the refund to reflect any reduction in value where permitted by law.
Unless the merchandise is faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning it to us. We recommend using a tracked postal service.
Please do not return merchandise to the event venue, artist, promoter or original merchandise stand.
REFUNDS
Eligible refunds will be issued to the original payment method within the timeframe required by law.
Where required, we will refund the cost of our standard outbound delivery option. If you selected a more expensive delivery service, we are not required to refund the additional amount above the cost of our standard delivery service.
Where the MERCH RUN sourcing service has already been fully performed following your express request for immediate performance and the required acknowledgement, the sourcing fee will not form part of a refund relating solely to the returned physical merchandise.
FAULTY, DAMAGED OR INCORRECT ITEMS
If your merchandise is faulty, damaged, not as described or different from what you ordered, contact us at [EMAIL ADDRESS] as soon as possible and include your order number and photographs where appropriate.
Nothing in this policy limits or excludes your statutory rights in relation to faulty, damaged, incorrect or misdescribed goods.
AUTHENTICITY
Where stated on the relevant Run page, MERCH RUN sources merchandise from official or authorised event merchandise sellers. We retain proof of purchase wherever reasonably possible.
MERCH RUN is an independent service and is not affiliated with, endorsed by, sponsored by or an official partner of any artist, performer, team, venue, promoter or event organiser unless expressly stated otherwise.
CANCELLATION FORM
You may cancel an eligible order by emailing us, or by sending the following information:
To: MERCH RUN, [EMAIL / POSTAL ADDRESS]
I hereby give notice that I wish to cancel my contract for the following goods/services:
Order number:
Item(s):
Ordered on:
Received on (if applicable):
Customer name:
Customer address:
Date: