Refund policy

Cancellation Policy

Special conditions apply to the products and services offered in the Festival Store with regard to the right of withdrawal (cancellation).

1. Right of Withdrawal for Goods

Consumers within the meaning of Section 13 of the German Civil Code (BGB) generally have a statutory right of withdrawal when purchasing goods.

This also applies to goods ordered through our online shop and subsequently collected in person at the Wacken Open Air Festival or at another collection point designated by us.

Right of Withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The withdrawal period is fourteen days from the day:

  • on which you, or a third party named by you who is not the carrier, take possession of the goods; or
  • in the case of goods ordered for collection, from the day on which the goods are actually handed over to you.

To exercise your right of withdrawal, you must inform us:

SH-Promotion GmbH
Schenefelder Str. 17
25596 Wacken
Germany
Email: festivalstore@wacken.com

of your decision to withdraw from this contract by means of a clear statement (e.g. by email or post).

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Effects of Withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including delivery costs (except for any additional costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and no later than fourteen days from the day on which we receive notification of your withdrawal from this contract.

We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless expressly agreed otherwise with you. In any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back or returned the goods, whichever is the earlier.

You must send back or hand over the goods to us without undue delay and, in any event, no later than fourteen days from the day on which you notify us of your withdrawal from this contract.

The deadline is met if you send back the goods before the period of fourteen days has expired.

You will bear the direct costs of returning the goods.

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

2. Exclusion of the Right of Withdrawal for Personalized Products

The right of withdrawal does not apply to contracts for the supply of goods:

  • that are not prefabricated,
  • for which an individual selection or specification by the consumer is decisive for their production, or
  • that are clearly tailored to the personal needs of the consumer.

This applies in particular to custom-designed or personalized products such as group shirts featuring names, positions, group names, or other customer-specific information.

This exclusion is based on Section 312g (2) No. 1 of the German Civil Code (BGB).

3. Third-Party Services

Services offered through the Festival Store (e.g., locker services, tattoo appointments, or similar offerings) are provided by carefully selected third-party companies.

In these cases, SH-Promotion GmbH remains the customer’s contractual partner. The service is performed by the respective service provider acting as an agent of SH-Promotion GmbH.

Data necessary for the performance of the service is transmitted to the respective service provider.

In addition, the terms and conditions of the respective service provider apply to the provision of the service, to the extent that they are applicable to the specific service.

Model Withdrawal Form

(If you wish to withdraw from the contract, please complete and return this form.)

To:

SH-Promotion GmbH
Schenefelder Str. 17
25596 Wacken
Germany
Email: festivalstore@wacken.com

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Ordered on: __________________

Received on: __________________

Name of consumer: __________________

Address of consumer: __________________

Date: __________________

Signature of consumer (only if this form is submitted on paper):

Please note: These provisions apply exclusively to consumers within the meaning of Section 13 of the German Civil Code (BGB). Commercial customers are not entitled to the statutory right of withdrawal.

Version dated: June 10, 2026