This refund policy applies to any online transactions through our website yorksu.org.
When you buy goods from us, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty (e.g. damaged or not working) or misdescribed (e.g. wrong specifications, different from image).
Please be aware that refunds will be at the face value of the purchased item and will not include booking/service fees as these fees offset the administration cost of providing the service.
Please contact us to enquire about the possibility of a refund before raising a chargeback request through your card payment provider / bank.
Your rights can vary depending on the type of item you purchase:
Event Tickets
If the event you have booked is cancelled, you are entitled to a refund of the face value of the ticket. This will normally be processed centrally when we are notified of an event cancellation.
If an event is rescheduled to another date, your tickets will be valid. If you can't make the rescheduled date, then you're entitled to a refund of the face value of the ticket.
You're not entitled to a refund for the ticket if an understudy appears in place of a show's headline star or a headlining artist changes from the ones advertised on a music event line-up.
If you can no longer attend an event, or you've simply changed your mind about going, you will not be entitled to a refund.
Memberships
If one of the Student Groups (Club, Society or Student Media) you join, don’t deliver what you believe you were promised, you may be entitled to a refund. Here is our advice on how to resolve any issues with your Student Group :
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We encourage you to try to resolve the issue with the Student Group Committee in the first instance.
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If the issue cannot be resolved informally, you may be eligible for a refund up to 30 days from date of purchase. To claim a refund, please email us at [email protected] and copy in the student group’s @yorksu.org email address.
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If your membership was purchased more than 30 days prior to a request for a refund, please explain why you have requested the refund. Refunds for purchases of over 30 days will be considered on a case-by-case basis.
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If you paid for a black or gold AU membership and you are claiming a refund for a sports club membership, this can only be refunded if you are only a member of one sports club.
Merchandise
When you buy merchandise from us, you have a number of rights under UK consumer law. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.
You are not entitled to a refund if:
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You knew an item was faulty when you bought it;
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You damaged an item by trying to repair it yourself or by arranging for someone else to repair it; or
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You no longer want an item (for example, because it is the wrong size or colour), unless it was bought online, by mail order, or over the phone.
Online, Mail and Telephone Orders
If you purchased merchandise online, by mail, or by telephone, you have the right to cancel your order within 14 days of receiving the goods, even if they are not faulty. Once you have notified us of your wish to cancel, you have a further 14 days to return the goods.
You must return the goods unused and in their original packaging. You will be responsible for the cost of returning the goods unless they are faulty. Once we receive the returned goods, we will process your refund within 14 days, using your original payment method.
Faulty or Damaged Items
If an item develops a fault, you may be entitled to a repair, replacement, or refund. You must return the item to us within 6 months of purchase unless you can show the fault was present when you bought it. After 6 months, you may be asked to provide proof that the item was faulty at the time of purchase.
Please contact [email protected] who will make arrangements for the item to be returned.
Proof of Purchase
To process a refund or exchange, we require proof of purchase, such as a receipt, bank statement, or order confirmation email.
Items Returned by Someone Other than the Buyer
We can only accept returns or issue refunds to the person who originally purchased the item.
Requesting a Refund
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For event ticket or membership refunds - please first contact the event organiser or group, explaining the reason for requesting the refund. The contact details will be listed on the item page. If you are unsure who to contact please email [email protected] and they will direct your query onto the relevant group/person.
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For merchandise refunds - please email us at [email protected] and we will explain the process to follow to support your refund request. Any returns should be sent to The University of York Students’ Union, The Student Centre, James College, Newton Way, York, YO10 5DD.
Please include the order number in the email and include Refund in the subject.
If the refund is approved, the York SU Finance Office will process refunds within 14 days of notification of the refund request. The refund will normally be made using your original payment method.
If the refund is not approved, you will receive a response explaining why a refund cannot be processed.
Late or missing refunds
If you have not received an expected/confirmed refund please be aware that there is often some processing time before a refund is posted. First double check your bank account, then contact your debit/credit card company as it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at [email protected].
York SU reserves the right to change these terms and conditions at any time without prior notice. In the event that any changes are made, the revised terms and conditions shall be posted on this website immediately.