Refund policy

Please note – this policy refers to Fringe shop purchases only – for information on ticketing please see our full terms and conditions.

Returns and refunds

Unless a customer exercises their right to cancel the contract under clause 13.7 or clause 13.3 applies, or we are unable to fulfil an order (for example, because a product has been discontinued), orders for goods made through the Website are non-refundable and non-exchangeable. For orders placed through the Website, completion is deemed to be when the products have been delivered. However, for orders placed for postal delivery and not received, we will arrange an alternative means of fulfilling the order. You should contact us in good time to inform us of orders not received, by telephoning 0131 226 0026 or emailing shop@edfringe.com for Website orders.

13.7 Cancellations and returns (UK and EU customers only)

(a) Customers within the UK and EU have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Directive on Consumer Rights (2011/83/EU) respectively, during the period set out in clause 13.7(b). During this 'cooling off' period, you are entitled to decide that you do not want the goods and you can notify us of your decision to cancel the contract in accordance with clause 13.7(d) and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens' Advice Bureau or the Trading Standards office. Nothing in these terms and conditions will affect these legal rights. Details of your legal right to cancel, a link to the cancellation form, and an explanation of how to exercise it are also provided in the Dispatch Confirmation.
(b) Your legal right to cancel your contract with us starts from the date that we send you the dispatch confirmation (after your card has been debited), which is when the contract between us is formed, until either:

  1. 14 days from the day after the day of receipt of your goods (the "Cancellation Period"), if your contract is for a single product; or
  2. 14 days from the day after the date of receipt of the last of the separate products ordered (the "Cancellation Period"), if your contract is for multiple products which are delivered on separate days.
(c) However, this cancellation right does not apply in the case of:
  • Any products made to your specification or clearly personalised;
  • Newspapers, periodicals or magazines;
  • Perishable goods, such as food, drink or fresh flowers;
  • Software, DVDs or CDs which have a security seal which you have opened or unsealed.
(d) Should you wish to return the goods purchased or cancel the contract before the goods have arrived, you must notify us, within the Cancellation Period, that you have decided to cancel the contract. The easiest way to notify us of your intention to cancel is contacting us using the contact details provided in clause 13.11(a). If you are emailing us or writing to us, please quote your order number. If you cancel by email during the Cancellation Period, your cancellation is effective from the date you sent us the email.

Subject to clause 13.7(e), should you cancel the contract within the Cancellation Period, we will refund you the price you have paid for the goods and any delivery charges paid by you, to the original method of payment used to purchase the goods:
  • 14 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us; or
  • If you have not received the goods, the refund will be given to you 14 days after the day you gave us notice of cancellation.
You will receive an email confirming the refund amount.

(e) We will deduct from any refund the amount of any reduction in value of the goods due to any use of the goods beyond what is necessary to establish their nature, characteristics and function (for example, if this has been caused by your handling them in a way which would not be permitted in a shop). In respect of a refund of the delivery charges paid by you, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a product within 3-5 working days at one cost, but you choose to have the product delivered by first class or special delivery, we will only refund what you would have paid for the cheaper delivery option.
(f) If you have received the goods, it is your responsibility to return the goods to us without undue delay and in any event no later than 14 days after the date on which you let us know that you wish to cancel the contract ("Return Period"). The goods must be returned to the address set out in clause 13.11(a) at your own cost (unless the goods are damaged, faulty or mis-described, in which case we shall refund the full price of the goods, together with any applicable delivery charges and any reasonable costs you incur in returning the goods to us). We strongly recommend that proof of postage is obtained when returning any part of your order. If you do not return the goods within the Return Period, we may charge you for the direct costs of recovering the goods from you, which may result in a reduction (equivalent to the costs of recovering the goods from you) of the overall refund due to you. This may be in addition to any deductions made for a reduction in the value of the goods (once recovered) in accordance with clause 13.7(e).
(g) Because you are a consumer, we are under a legal duty to supply goods that are in conformity with the contract. You have legal rights in relation to goods that are faulty or mis-described; these legal rights are not affected by your return and refund in this clause 13 or anything else in these terms and conditions.