Refund Policy

Refund Policy

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Returns
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging if merchandise was bought.

Several types of goods are exempt from being returned. Perishable goods such as newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

Event Tickets are not available for refund but may be sold on to third party customers. In this instance, the original ticket holder will need to inform bookings@creamkulture.com of the new customers details and we will exchange the contact details on our system for that particular event. The new customer will then receive an email.

Event Postponing & Cancellation

In the situation of an event being postponed, customers will have the option to hold onto their existing tickets for the new date. They will also be issued a new ticket number for the new date.

Customers will also have the option to request a refund of their full ticket within 7 days of the event being postponed. 

In the situation of an event being cancelled for any such reason, customers will be fully refunded their money for their tickets within 7 days.

If you have been made aware of an event cancellation or have not received your refund, please be sure to nominate you correct bank account details or Paypal information to bookings@creamkulture.com. 

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To complete any return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Books with obvious signs of use, CD, DVD or software.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error. 

Any item that is returned more than 30 days after delivery.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at letsplay@creamkulture.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. This applies to all Early Bird & First Release Ticketed Items for all Events as well.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at letsplay@creamkulture.com

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

For any other refund enquiries, please contact letsplay@creamkulture.com


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