Merch Refund Policy

We want you to love your Chapter 25 merch  — but if something isn’t right, we’re here to help.
 

1. Faulty or Damaged Items

If your item arrives damaged, defective, or with a manufacturing error, please contact us within 30 days of delivery. (If possible, please get in touch within 7 days so we can resolve it quickly.)
 

Returned items must be:

• Unworn and unwashed

• In their original condition and packaging

Once we receive and inspect your return, we’ll offer either:

• A full refund, or

• A replacement item, depending on your preference.

If your return is due to our error (e.g. damaged, defective, or incorrect item sent), we’ll cover all return shipping costs.

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2. Change of Mind

For non-made-to-order and non-personalised products, you have the right to cancel your order within 14 days of delivery for any reason.
 

Returned items must be:

• Unworn and unwashed

• In their original condition and packaging

• Returned to us within 14 days of notifying us of the return request
   

Return postage costs are the responsibility of the customer unless the item is faulty.

 

3. Non-Refundable Items

Due to the handmade and often made-to-order nature of our products (e.g. jumpers, name badges etc.) we cannot accept returns for: 

• Custom or made-to-order items

• Incorrect size ordered (please refer carefully to our size guide before purchasing)

• Change of mind on personalised products

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4. Return Shipping

If your return is due to our error (e.g. a damaged, defective, or incorrect item sent), we’ll cover all return shipping costs.
 

For all other accepted returns, the customer is responsible for return postage
 

5. How to Start a Return

To initiate a return, please email support@chapter25bookclub.com with:

• Your order number

• Photos of the issue (if applicable)

• A brief description of the problem or reason for return

We’ll aim to respond within 2–3 business days with next steps.

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Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law.

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Event & Tickets Refund Policy
 

All Tickets Are Non-Refundable

Once you’ve bought your ticket, it’s yours! Unfortunately, we’re unable to offer refunds if your plans change or you can no longer attend. 

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Can’t Make It? Pass It On!

We get it – life happens! If you can’t make it, you’re welcome to transfer your ticket to a friend.

 

To do this, email support@chapter25bookclub.com at least 48 hours before the event with:

• Your name and email address (that the ticket was purchased with)

• The name and email address of the person taking your place

We’ll update our guest list so they can enjoy the event on your behalf. 

If We Cancel (but we really hope we don’t!)
If something unexpected happens and we have to cancel the event entirely, don’t worry – you’ll get a full refund.

If we reschedule, your ticket will still be valid. Can’t make the new date? Drop us an email and we can offer a refund or transfer your ticket to a friend.