Refunds & Returns

🎧 1. Personal audio & video messages

No refunds. Every message is recorded especially for you to your specifications and is a personal, once-off product that cannot be returned or resold. (Goods and services personally made to the consumer's specifications are also excluded from the statutory cooling-off right.) Please make sure your details and message text are correct before paying.

You do receive a full refund if we decline or cannot deliver a request. If a download link expired before you could download, contact info@lizzmeiring.com — we will gladly assist.

📦 2. Shop products

Products are replaced or refunded if the item arrived damaged or you received the wrong order. Notify us within 7 days of delivery at orders@lizzmeiring.com with your order number and a photo of the problem. Our process:

1. We arrange a courier to collect the package at our cost (in the original packaging where possible).
2. We replace the item and send the correct/new one to you; or
3. If you prefer a refund, it is processed once we have received the returned package — to the same payment method, usually within 7–10 business days thereafter.

Products delivered correctly and undamaged do not qualify for a refund — items are limited and often personally signed. If a parcel never arrives, contact us; we open a courier investigation and replace or refund if it is lost. Nothing in this policy deprives you of rights under the Consumer Protection Act or the Electronic Communications and Transactions Act that cannot lawfully be excluded.

🎟️ 3. Show tickets

Tickets are not sold through this website — they are handled by independent ticketing platforms (the seller is shown on each event's page). For refunds, exchanges or ticket queries, please contact the ticket seller directly; their policy applies. If a show is cancelled, the event stays marked EVENT CANCELLED on our site for 5 days as notice to ticket holders.

💳 4. Refund processing and chargebacks

Refunds always go to the same payment method used. Please contact us first at orders@lizzmeiring.com before requesting a bank chargeback — almost every problem is resolved faster directly. For technical faults during payment (e.g. a double payment), contact webmaster@themasked.co.za with your reference number; proven double payments are refunded in full.