REFUND, RETURNS, SHIPPING & CANCELLATION POLICY

Effective Date: September 18, 2026
Last Updated: September 18, 2026

This Refund, Returns, Shipping & Cancellation Policy applies to purchases made from Matt Fawcett Music, operated by Tidewater Productions LLC (“Matt Fawcett Music,” “we,” “us,” or “our”).

Because we offer several different types of products and services—including physical merchandise, digital music, custom creative work, and live or virtual performances—the applicable refund or cancellation terms depend on what you purchase.

By completing a purchase or booking, you agree to this policy together with our Terms of Service and Privacy Policy.

1. GENERAL REFUND POLICY

We want customers to be satisfied with their experience with Matt Fawcett Music.

At the same time, some of our products and services involve immediate digital delivery, custom creative work, reserved performance dates, travel planning, production preparation, or other costs that cannot reasonably be recovered after a purchase is made.

For that reason, different refund rules apply to different products and services.

Except where required by applicable law or specifically stated otherwise in this policy, refunds are issued at our discretion and according to the terms below.

2. PHYSICAL PRODUCTS

Physical products may include:

CDs;
Apparel;
T-shirts;
Merchandise;
Accessories;
Bundled physical products; and
Other tangible goods.

Returns

Unless a product is marked as final sale, unused and unworn physical merchandise may generally be returned within 30 days of delivery.

To qualify for a return:

The item must be unused;
Apparel must be unworn and unwashed;
The item should be returned in substantially the same condition in which it was received; and
Proof of purchase may be required.

Returned items that have been worn, used, damaged after delivery, washed, altered, or otherwise placed in a condition that prevents resale may not qualify for a refund.

Return Shipping

Unless the return is the result of our error or a defective or damaged product, customers are responsible for return shipping costs.

Original shipping charges are generally non-refundable.

We recommend using a trackable shipping method when returning merchandise.

We are not responsible for returned packages that are lost in transit before being received by us.

3. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

If your order arrives damaged, defective, or materially different from what you ordered, please contact us as soon as reasonably possible.

We may request:

Your order information;
A description of the issue; and
Photographs showing the damage, defect, or incorrect item.

If we determine that the product was damaged, defective, or incorrectly fulfilled, we may, depending on the circumstances:

Replace the item;
Reship the correct product;
Provide store credit; or
Issue a refund.

We will determine the appropriate resolution based on the circumstances of the order.

4. SIZE EXCHANGES

Where inventory is available, apparel may be exchanged for a different size if:

The item is unworn;
The item is unwashed;
The item is in resalable condition; and
The exchange request is made within 30 days of delivery.

Customers may be responsible for shipping costs associated with size exchanges unless the original item was incorrectly fulfilled.

Because some apparel may be produced in limited quantities or through print-on-demand fulfillment, replacement sizes cannot always be guaranteed.

5. FINAL-SALE ITEMS

Certain products may be designated as final sale.

Final-sale products may include, depending on the offer:

Clearance merchandise;
Limited-edition products;
Personalized merchandise;
Custom-made products;
Autographed or personally dedicated items;
Special-order merchandise; and
Other products identified as final sale before purchase.

Final-sale items are not eligible for return or refund unless they arrive damaged, defective, or incorrect, or unless applicable law requires otherwise.

6. DIGITAL DOWNLOADS

Digital products may include:

Music downloads;
MP3 files;
Digital albums;
Downloadable bundles;
PDFs;
Videos;
Digital resources; and
Other electronically delivered products.

Because digital products may be delivered or made accessible immediately after purchase, digital purchases are generally non-refundable once the download or access has been provided.

If you experience a technical problem that prevents you from accessing a digital purchase, please contact us and we will make reasonable efforts to resolve the issue or provide replacement access.

A technical problem with delivery does not automatically entitle the purchaser to a refund when the purchased content can reasonably be re-delivered.

7. DIGITAL AND PHYSICAL PRODUCT BUNDLES

Some offers may include both a physical product and a digital product.

If a bundle includes immediately delivered digital content, the digital portion of the purchase is generally non-refundable after delivery.

If the physical portion qualifies for a return, any refund may be reduced by the stated or reasonable value of the non-refundable digital portion of the bundle.

Shipping charges may also be excluded from the refund.

8. CUSTOM SONGS AND CUSTOM CREATIVE SERVICES

Custom songs, songwriting projects, custom recordings, production services, editing services, and other personalized creative work require substantial time and individualized preparation.

Because of this, custom creative services are subject to special cancellation and refund terms.

Unless otherwise stated in a separate written agreement:

Before Work Begins

If you cancel before meaningful work has begun, we may refund amounts paid, less any non-refundable deposit, consultation fee, processing cost, or work already completed.

After Work Begins

Once writing, recording, production, arrangement, editing, research, consultation, or other custom work has begun, some or all amounts paid may become non-refundable.

Deposits

Deposits for custom creative work are generally intended to reserve project time and begin the creative process.

Unless otherwise stated in writing, deposits may be non-refundable once work has begun or project time has been reserved.

Completed Custom Work

Once a custom song or creative project has been substantially completed or delivered, payments are generally non-refundable.

Creative preference alone is not grounds for a refund where the work was performed according to the agreed project scope.

Any revisions, changes, ownership rights, or additional deliverables will be governed by the applicable project agreement or written communication.

9. LIVE PERFORMANCE AND HOUSE CONCERT BOOKINGS

Performance bookings may include:

House concerts;
Church events;
Private events;
Corporate events;
Community events;
Concerts;
Worship events;
Speaking or music-related appearances; and
Other live performances.

Because performance dates are limited and often require us to turn away other opportunities, performance bookings are subject to cancellation terms.

A separate performance agreement may contain more specific terms. Where a signed performance agreement conflicts with this general policy, the signed agreement controls.

Unless otherwise stated in a separate agreement, the following general terms apply.

Deposits

A booking deposit may be required to reserve a performance date.

Booking deposits are generally non-refundable once the event date has been confirmed because the date has been removed from availability for other opportunities.

Client Cancellation

If the client cancels a confirmed event, amounts already paid may be retained according to the following general structure unless otherwise agreed:

More than 90 days before the event: deposit may remain non-refundable, but additional amounts paid may be refundable;
31 to 90 days before the event: some or all payments may become non-refundable depending on preparation, travel, and lost booking opportunity;
30 days or less before the event: all amounts paid may be non-refundable.

If significant travel expenses, production expenses, lodging expenses, rental costs, or other non-recoverable costs have already been incurred, those amounts may also be non-refundable regardless of when cancellation occurs.

Rescheduling

We may allow an event to be rescheduled rather than cancelled when practical.

Any rescheduling is subject to:

Availability;
Agreement on a new date;
Travel and production considerations; and
Any additional costs caused by the change.

Previously paid deposits may, at our discretion, be transferred to the new date if the rescheduled event occurs within an agreed period.

Rescheduling is not guaranteed.

10. CANCELLATION BY MATT FAWCETT MUSIC

If we are unable to fulfill a confirmed performance or service due to circumstances within our reasonable control, we will make reasonable efforts to:

Reschedule the service;
Provide a comparable alternative where appropriate; or
Refund amounts paid for services not provided.

If a separate signed agreement provides a specific remedy, that agreement will control.

We are not responsible for indirect or consequential losses such as venue expenses, travel arrangements, lost ticket revenue, lost profits, or other costs incurred by the client, except where required by law or expressly agreed in writing.

11. FORCE MAJEURE AND EVENTS OUTSIDE OUR CONTROL

An event may occasionally be prevented or disrupted by circumstances outside either party's reasonable control.

Examples may include:

Severe weather;
Natural disasters;
Serious illness or injury;
Transportation disruption;
Government restrictions;
Epidemics or pandemics;
Venue closure;
Utility failure;
Civil unrest;
War;
Acts of terrorism;
Major equipment failure;
Road closures;
Airline cancellations; or
Similar extraordinary circumstances.

When a force majeure event occurs, we will generally attempt to work with the client in good faith to reschedule the event where practical.

Payments may be applied toward a rescheduled event rather than refunded when substantial preparation, travel costs, production expenses, or other commitments have already been incurred.

Any separate performance agreement may contain more detailed force majeure provisions and will control where applicable.

12. VIRTUAL EVENTS

Virtual concerts, online performances, consultations, or other live digital services may be refundable if cancelled sufficiently in advance, subject to any separate agreement.

Once a virtual event or service has begun or has been delivered, payments are generally non-refundable.

If a virtual event is prevented by a technical problem within our reasonable control, we may provide a rescheduled event, replacement access, credit, or refund depending on the circumstances.

We are not responsible for technical problems caused by the customer's internet connection, equipment, software, or failure to access the provided platform.

13. EVENT TICKETS

If Matt Fawcett Music sells tickets directly to an event, ticket purchases may be subject to event-specific refund terms.

Unless otherwise stated:

Ticket sales are generally final;
Tickets may be transferable where permitted;
Refunds may be provided if an event is cancelled and not rescheduled; and
Rescheduled events may honor the original ticket rather than automatically issuing a refund.

Events operated by third-party venues or promoters may be governed by the venue's or promoter's refund policy instead of this policy.

14. PRE-ORDERS

We may occasionally offer products for pre-order before production or fulfillment has begun.

Estimated shipping or fulfillment dates are estimates and may change.

A pre-order may generally be cancelled before production or fulfillment begins unless the item is custom, personalized, or otherwise identified as non-refundable.

Once production begins, a pre-order may become non-refundable, particularly for products manufactured specifically for the order.

If we are unable to fulfill a pre-order, we will issue a refund for the unfulfilled product.

15. PRINT-ON-DEMAND PRODUCTS

Some merchandise may be manufactured after an order is placed through a print-on-demand provider.

Because these products are produced specifically in response to an order, returns for buyer's remorse may be limited.

Damaged, defective, or incorrectly fulfilled print-on-demand products should be reported to us promptly so we can work with the fulfillment provider to determine an appropriate resolution.

16. SHIPPING AND FULFILLMENT

We will make reasonable efforts to process and ship physical orders promptly.

Processing times may vary depending on:

Product availability;
Whether the item is made to order;
Print-on-demand production;
Pre-order status;
Touring schedules;
Holidays;
Shipping-carrier delays; and
Other circumstances outside our reasonable control.

Shipping estimates are not guaranteed delivery dates.

17. SHIPPING ADDRESSES

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned because:

The address was incorrect;
The address was incomplete;
The customer failed to retrieve the package;
Delivery was refused; or
Another customer-related delivery issue occurred,

the customer may be responsible for additional shipping costs required to resend the order.

We are not responsible for packages delivered to an address correctly provided by the customer.

18. LOST OR DELAYED PACKAGES

Once an order has been transferred to a shipping carrier, delivery is partly outside our control.

If tracking indicates that a package is delayed or lost, please contact us and we will make reasonable efforts to assist.

We may ask the customer to first allow the carrier's normal delivery or investigation period to expire.

Depending on the circumstances, we may:

Submit a carrier claim;
Replace the product;
Issue store credit; or
Provide another reasonable resolution.

We are not responsible for delivery delays caused by the carrier, weather, natural disasters, labor disruptions, government action, or other circumstances outside our reasonable control.

19. PACKAGES MARKED DELIVERED

If tracking indicates that a package was delivered but you cannot locate it, please:

Check the delivery location and surrounding area;
Ask other members of the household;
Check with neighbors when appropriate; and
Contact the shipping carrier.

Please contact us if the package remains missing.

A carrier's delivery confirmation may be considered evidence that the shipment was delivered to the address provided at checkout.

20. REFUND PROCESSING

Approved refunds will generally be returned using the original payment method where practical.

After we issue a refund, your bank, card provider, or payment processor may require additional time to post the refund to your account.

We do not control bank or card-processing times.

Shipping fees, transaction fees, processing fees, service fees, and other non-recoverable costs may be excluded from a refund where permitted by law and disclosed in connection with the applicable purchase.

21. CHARGEBACKS AND PAYMENT DISPUTES

We encourage customers to contact us before initiating a payment dispute or chargeback.

Many concerns can be resolved directly and more quickly through communication.

Submitting a chargeback does not automatically cancel a valid agreement or eliminate amounts legitimately owed under a contract.

We reserve the right to provide payment processors, banks, or financial institutions with relevant order records, agreements, communications, delivery information, download records, or other information when responding to a payment dispute.

22. PROMOTIONAL AND DISCOUNTED PRODUCTS

Refunds for discounted or promotional purchases, when permitted, will be based on the actual amount paid rather than the product's regular retail price.

If a promotion involved receiving additional products or bonuses based on a minimum purchase amount, the value of retained promotional items may be deducted from a refund where permitted by law.

23. GIFT PURCHASES

If an item was purchased as a gift, any refund will generally be issued to the original purchaser and original payment method unless otherwise agreed.

Gift recipients may be eligible for an exchange or store credit where appropriate.

24. REQUESTING A RETURN, REFUND, OR CANCELLATION

To request a return, refund, cancellation, or exchange, please contact us through:

mattfawcettmusic.com

Please provide, when applicable:

Your name;
Order number;
Email address used for the purchase;
Product or service purchased;
Reason for the request; and
Photographs if the request involves damaged or defective merchandise.

For event cancellations, please contact us as soon as possible.

Submitting a request does not guarantee that a refund or cancellation will be approved.

25. EXCEPTIONS REQUIRED BY LAW

Nothing in this policy is intended to limit any consumer right that cannot legally be waived.

If applicable law requires a refund, cancellation right, replacement, or other remedy that differs from this policy, applicable law will control.

26. CHANGES TO THIS POLICY

We may update this policy from time to time to reflect changes in our products, services, fulfillment practices, business operations, or legal requirements.

When this policy is updated, the Last Updated date at the top will be revised.

The version of the policy in effect at the time of a purchase will generally govern that purchase unless applicable law requires otherwise.