Refunds policy

Our Refunds Policy

This page describes how we calculate refunds; our refunds policy does not affect your statutory rights. Some notes about refunds:

1. When you return your item we'll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.
2. Any returns should be addressed to Returns Department, Oxford University Student Union, Thomas Hull House, New Inn Hall St, Oxford, OX1 2DH
3. You may return any item (with the exclusion of e-tickets) within seven days of receipt for a full refund.
4. Once the statutory seven day ‘cooling off’ period has elapsed refunds will only be offered on faulty/damaged goods or where the item received differs substantially from that advertised. In the case of e-tickets refunds will only be available if the event is cancelled or postponed (or if there is a significant alteration in the programme of entertainments advertised). Please see the 'Refunds on etickets' section below for more details.
5. In order to be considered for a refund or replacement items should be returned in the condition in which they were received and, where possible, original packaging.

How Refunds Are Calculated

If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us (if you return the item by post).

OSSL will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

Items returned within the seven-day cooling off period

By law, customers located in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered. For more information please check your statutory rights.

Where you are withdrawing from your purchase within the seven working day cooling-off period, and there has been no error on our part, we will refund the cost of the item in full. Where we collect an item from you, we reserve the right to recover the costs of collection from you.

We will not refund your costs in returning the item to us unless you return the item to us because of an error on our part or because it is defective.

Items returned under the 28-day returns guarantee

Where you are withdrawing from your purchase between seven and 28 days after delivery, and there has been no error on our part, we will refund only the cost of the item.

Return of a Damaged, Defective or Incorrect Item

This section explains what to do if you've received a damaged, defective or incorrect item from OUSU or its subsidiary company, OSSL. This returns policy does not affect your statutory rights.

If you are returning an item because of an error on our part or, in accordance with our returns policy, because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us (if you return the item by post).

OSSL will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

If the item was damaged in transit

If you take delivery of an OUSU/OSSL package and the contents have been damaged in transit, you can return the item(s) to us within 30 days of receipt for exchange. Please return the item either in person or by post to Returns Department, Oxford University Student Union, Thomas Hull House, New Inn Hall St, Oxford, OX1 2DH

If the item is defective

You have the right to return a faulty item within a reasonable period of time. If you choose to return the item to us, please contact the VP (Finance) on finance@ousu.org or 01865 288 458.

If we sent you an item you did not order, or if the item is not as advertised (an "incorrect" item)

As soon as you find out we've sent you an incorrect item, contact the VP (Finance). Return the item to us in its original condition and packaging and we will offer you a refund or replacement. If you want us to replace the item we sent you with the item you ordered please inform the VP (Finance) as soon as possible.

Note: in the event of OUSU/OSSL sending you a replacement for a damaged, defective or incorrect item, you must return the original item to OUSU/OSSL within 30 days of our e-mail confirming the issue of the replacement item. Provided you return this item to us within the 30 days, you will have nothing more to pay. If you do not return the original item to us by the end of the 30 day period, we reserve the right to charge an amount equal to the price of your original order to the payment card you used for the order.

Refunds on tickets

Once purchase, tickets cannot be transferred, exchanged, refunded, or returned unless the event is cancelled, postponed, or there is a significant change to the programme of entertainments (OSSL will only consider the cancellation of the headline or other major ac or a change of venue as a 'significant change'. In the event of such a cancellation notice will be given, where possible, on the ZOO section of the this website and by email to CR Presidents and Entz reps. Please note, however, that it is the customer's responsibility to check whether the event is going ahead at the scheduled date, time, programme and venue, and OSSL cannot guarantee that they will inform the customer of any changes to the event date, time, programme and venue.

By purchasing any item from OSSL you agree to the terms and conditions laid down in this document