Updated 30 October 2026
Refunds, returns and cancellations
A clear way to sort out changes and problems.
If something is wrong
Contact Donkeyman Records directly with your order or booking reference and a description of the issue. Photos can help with damaged, incorrect or faulty merch, but are not a condition that removes your rights. We remain your point of contact even when Printful produces or ships an item.
Your consumer rights
Our goods and services come with rights under Australian Consumer Law. Depending on the problem, you may be entitled to a repair, replacement, refund, cancellation or other remedy. A major product problem gives you a choice of refund or replacement. We do not apply a blanket no refunds rule, including to sale items or made to order goods. Reasonable return costs for a confirmed product fault are covered as required by law.
Merch and change of mind
Merch is generally made to order. We do not offer automatic returns or exchanges just for change of mind, an incorrect size selected by you, or an incorrect address supplied by you. Check sizing, colours and delivery details before paying. Contact us promptly if you need a change; we will check whether production or dispatch can still be stopped. This does not limit remedies for faulty, incorrect or misdescribed goods.
Changing or cancelling a session
Contact the team as soon as you need to reschedule or cancel. We will confirm the available options and any refund or credit in writing, considering work already supplied and any costs specifically agreed with you before payment. A deposit is part payment, not an automatic cancellation penalty. No blanket deposit forfeiture or cancellation fee is imposed by this policy. Missing a session does not create an automatic extra charge.
If we cannot provide your booking
If we cancel and cannot provide the agreed service, you can choose an available alternative or a refund for the unprovided service. You do not have to accept a credit instead of a refund where a refund is due. Further consumer rights remain available.
How refunds are handled
Approved refunds normally go back to the original payment method unless we agree otherwise. We will confirm when the refund has been submitted; your payment provider controls when it appears. Contact the team about event tickets and any event specific cancellation terms disclosed at purchase. Membership closure and marketing unsubscribe do not automatically cancel purchases or bookings.