Refund policy
US Return Policy
For customers located within the United States, items purchased directly from the official Head in the Clouds Festival online merchandise shop may be returned within 14 days of the order delivery date for a refund to your original payment method, or for online store credit.
Return Conditions:
To qualify for a refund, item(s) must be:
- Unopened and unworn
- In original packaging
- Free of damage, stains, pet hair, odor, or signs of wear or washing
Ineligible for refund:
- Returns requested more than 14 days after the shipment delivery date
- Items that don't meet the conditions listed above (e.g., damaged, worn, washed, missing original packaging)
Return Shipment: Once a return is initiated, a return shipping label will be provided to you via email. Please print this label out, attach it to the return shipment package and drop off with the carrier. Please note that an $11.50 shipping and handling fee will be charged to cover the cost of the return shipping process.
Processing Time & Refund: Once your return shipment has been received at our facility, please allow up to 10 business days for it to be processed and verified. You'll get an email confirmation once your return is approved. Approved refunds are then typically processed within 3-5 business days. After being approved, a refund will be issued via the selected refund method. If refunding to your original payment method, the $11.50 shipping and handling fee will be deducted. If refunding for store credit, the $11.50 shipping and handling fee will be waived, and a full refund will be issued.
EU Return Policy
For customers located within the European Union, you have the right of withdrawal when purchasing online, meaning you may withdraw from your purchase within 14 days of receiving the last item in your order, without the need to provide a reason.
How To Withdraw: To exercise your right of withdrawal, start your return at Head in the Clouds Shop. Once you've initiated the return, you have 14 days to send the item(s) back to us.
Return Conditions: For a return to be accepted, the return must be initiated within 14 days of receiving the last item in your order in their original condition. You may inspect and handle the item(s) as you would in a retail store. If any returned item(s) are damaged, deductions may be made from the refund to reflect the appropriate diminished value.
Return Shipment: As the buyer, you are directly responsible for the full return shipping costs.
Processing Time & Refund: Once your return shipment has been received at our facility, we will refund your full order amount, including standard outbound shipping costs, within 14 days.
Note: The right of withdrawal applies only to purchases made through our online store. Merchandise purchased in person at festivals, concerts, or other live events is not eligible (see "Event Purchases" below). This policy does not affect your statutory rights under applicable consumer protection laws.
International Return Policy
For customers located outside of the United States or European Union, items purchased directly from the official Head in the Clouds Festival online merchandise shop may be returned within 14 days of the order delivery date for a refund to your original payment method, or for online store credit.
Return Conditions:
To qualify for a refund, item(s) must be:
- Unopened and unworn
- In original packaging
- Free of damage, stains, pet hair, odor, or signs of wear or washing
Ineligible for refund:
- Returns requested more than 14 days after the shipment delivery date
- Items that don't meet the conditions listed above (e.g., damaged, worn, washed, missing original packaging)
Return Shipment: International returns are subject to additional limitations. Because international return shipping costs are significantly higher, we are unable to provide a paid return shipping label for international returns — return shipping is at your own cost.
Ship your return to:
GNARLYWOOD
ATTN: Head in the Clouds Festival Returns
2810 Whiptail Loop, Suite 2A
Carlsbad, CA 92010
After shipping, email your receipt with tracking details to support@hitc-merch.com
Processing Time & Refund: Once your return reaches our facility, please allow up to 10 business days for processing. You'll receive a refund confirmation email once your refund has been issued. After being approved, a refund will be issued via the selected refund method, either to the original form of payment, or as store credit. Depending on your bank, it may take several additional business days for the refund to appear on your statement.
Event Purchases
At our live events — festivals, concerts, and shows — we want every attendee to have a great experience, including with the merchandise we sell on-site. To keep things running smoothly, the following policy applies specifically to event purchases.
All Sales Final: All merchandise purchases made at our events are final. We do not offer refunds, exchanges, or cancellations on event merchandise, including apparel, accessories, and promotional items.
Exceptions: In exceptional cases — such as a defective product or another significant issue with the merchandise — we may, at our discretion, consider a refund or exchange request. To request one, contact our support team with proof of purchase at merchandise@goldenvoice.com. We review each request individually and decide based on its specific circumstances.
Product Defects: If you receive a defective product at an event, please return to the location you purchased the item from and tell our on-site merchandise support team right away. We'll assess the issue promptly and offer an appropriate solution — this may be a replacement, a refund, or website credit, depending on the situation.
Contact and Support: Questions about our All Sales Final policy for event merchandise? Our on-site merchandise support team is on hand to help, or you can reach out through our Help Center.
Policy Changes: We may update or amend this policy at any time. We'll communicate any changes clearly, either at the event venue or through other appropriate channels.