Refund policy

Last updated: July 1, 2026


This Refund and Returns Policy applies to purchases from East Rock Entertainment LLC, doing business as East Rock Entertainment ("East Rock," "we," "us," or "our"), through eastrockent.com, shopeastrock.com, or another checkout that links to this policy.


Shipping, delivery estimates, customs, lost packages, and transit issues are addressed separately in our Shipping Policy. Subscription cancellation is addressed in our Cancellation Policy and Terms of Service.


1. Policy Summary

  • Eligible U.S. physical products may be requested for return within 14 days after delivery.
  • The return deadline is extended where Shopify is configured to account for weekends or holidays.
  • You must receive return authorization before mailing anything.
  • You are responsible for return shipping for an approved discretionary return.
  • A 10% restocking fee applies to approved discretionary returns.
  • Products in the Apparel collection are final sale.
  • We do not accept discretionary or change-of-mind returns for orders shipped to Canada.
  • Our standard rule is no order cancellations after checkout.

These rules do not limit remedies that cannot lawfully be excluded, including applicable rights for defective, damaged, misdescribed, or incorrectly fulfilled products.


2. Return Eligibility

To qualify for a discretionary return, all of the following must be true:


  • you request the return within 14 days after the carrier records delivery;
  • the product is not listed as final sale or otherwise excluded under this policy;
  • the product is unused, unworn, unwashed, unaltered, undamaged, and in resalable condition;
  • all original tags, seals, accessories, inserts, certificates, and packaging are included;
  • you provide the order number and proof of purchase; and
  • you follow the return authorization and shipping instructions we provide.

Trying on an otherwise eligible product solely to determine fit does not automatically make it used, but products showing wear, odor, laundering, pet hair, makeup, deodorant, stains, damage, alteration, or missing components are not eligible.


3. How to Request a Return

Email orders@eastrockent.com with the subject "Return Request." Include:


  • your full name and order number;
  • the product you want to return;
  • the reason for the return; and
  • photographs if the product is damaged, defective, incorrect, or materially different from the listing.

If the return is approved, we will provide instructions and the correct return address. Because products may be fulfilled by different facilities, do not mail a return to the address on the original package or to East Rock's business address unless our instructions specifically direct you there.


Products returned without authorization may be refused, delayed, returned to sender, or ineligible for refund. A return authorization ordinarily expires 14 days after approval unless our instructions provide a different deadline.


4. Return Shipping

For an approved discretionary return, you are responsible for arranging and paying return shipping. East Rock does not provide a prepaid label unless we expressly agree to do so.


Use a trackable shipping service and keep the receipt and tracking number. You bear the risk of loss or damage until the authorized return is received at the instructed location. East Rock is not responsible for an unauthorized return or a return lost in transit.


If the return results from our confirmed fulfillment error or a covered defect, we will provide or reimburse reasonable standard return shipping when required. Do not purchase expedited or premium return shipping without our written approval.


5. Restocking Fee and Other Deductions

A 10% restocking fee applies to an approved discretionary return. The fee is calculated using the returned product's purchase price after discounts and before taxes, excluding original shipping.


The restocking fee does not apply when:


  • we sent the wrong product;
  • the product has a confirmed manufacturing or fulfillment defect;
  • the product was damaged before delivery and the claim is approved; or
  • applicable law prohibits the fee.

We may reduce or deny a refund when an eligible returned product shows use, damage, missing parts, missing packaging, or diminished value beyond what is reasonably necessary to inspect it, to the extent permitted by law.


6. Final-Sale and Nonreturnable Products

The following are final sale and cannot be returned, exchanged, or refunded except for a confirmed fulfillment error, covered defect, or a right that cannot legally be waived:


  • all products in the Apparel collection;
  • customized, personalized, commissioned, made-to-order, or specially manufactured products;
  • digital downloads, music files, presets, templates, licenses, and other electronically delivered products after delivery, access, download, or activation;
  • opened or unsealed CDs, vinyl records, audio or video media, and software;
  • gift cards, store credit, promotional credit, and redeemed codes;
  • sale, clearance, limited-release, preorder, collectible, or other products expressly marked "final sale";
  • tickets, reservations, appointments, or date-specific offerings;
  • services, subscriptions, consulting, creative work, distribution, promotion, and professional-service fees already performed or incurred; and
  • products that are used, worn, washed, altered, damaged after delivery, incomplete, or missing original packaging or tags.

A product being described as final sale does not override a mandatory consumer remedy that applies to a defective, misdescribed, or incorrectly supplied product.


7. Orders Shipped to Canada

We do not accept discretionary or change-of-mind returns, exchanges, or cancellations for orders shipped to Canada. Canadian orders are final sale once placed.


This rule does not exclude any remedy that cannot legally be waived under applicable federal or provincial law. If an order shipped to Canada arrives materially damaged, defective, incorrect, or materially different from its description, contact us promptly under Section 8 so we can evaluate the issue.


8. Damaged, Defective, Misprinted, or Incorrect Products

Inspect your order promptly after delivery. Contact orders@eastrockent.com as soon as possible, preferably within seven days after delivery, if a product is damaged, defective, misprinted, incorrect, incomplete, or materially different from what you ordered.


Include your order number and clear photographs of:


  • the complete product;
  • the specific defect, damage, or incorrect detail;
  • the outer and inner packaging; and
  • the shipping label.

Keep the product and packaging until the claim is resolved. We may request additional photographs, measurements, carrier documentation, or return of the product. Do not discard or return it without instructions.


For an approved claim, we may repair or replace the product, provide the missing or correct product, issue an appropriate refund, or provide another remedy required by law. Minor color variation, reasonable print-placement variation, differences caused by screen settings, ordinary manufacturing tolerances, or normal wear are not necessarily defects.


9. Exchanges

We do not offer direct exchanges for discretionary returns. If an eligible return is approved, return the original product and place a separate order for the replacement product. This helps avoid inventory and print-on-demand delays.


Apparel and other final-sale products are not eligible for size, color, or preference exchanges. If we shipped an incorrect or defective product, we may provide a replacement as part of the approved claim process.


10. Order Cancellations

Our standard rule is no cancellations after checkout. Orders may enter production, licensing, digital delivery, or fulfillment immediately, particularly for print-on-demand, personalized, limited-edition, digital, and preorder products.


Contact us immediately if you made an ordering or address error, but a request is not effective unless we confirm the cancellation or change in writing. We cannot guarantee that any change is possible.


This rule does not limit a cancellation or refund right that cannot legally be waived, including rights that may apply if merchandise cannot be shipped within a promised timeframe. If East Rock cancels unshipped merchandise, we will issue the refund required by law.


11. Digital Products, Subscriptions, and Services

Digital products. Digital downloads and electronically delivered products are final sale after access, download, delivery, or activation, except where the file is defective, materially misdescribed, inaccessible because of our error, or applicable law requires another remedy.


Subscriptions. Canceling a subscription stops future renewals as described in the Cancellation Policy. Unless applicable law or the plan terms require otherwise, cancellation does not create a prorated refund for a current billing period or reverse fees for services already provided.


Professional and creative services. Deposits, setup fees, consultations, custom work, distribution fees, advertising spend, third-party costs, and fees for work already performed are nonrefundable to the extent permitted by law. The applicable order form or service agreement controls any milestone, revision, cancellation, or refund terms.


12. European Economic Area and United Kingdom Withdrawal Rights

If mandatory consumer law in the European Economic Area or United Kingdom applies to your purchase, you may have a 14-day right to withdraw from an eligible distance contract without giving a reason. For goods, the period generally begins when you or a person you designate receives the goods. For services, it generally begins when the contract is concluded.


To exercise a withdrawal right, send an unambiguous statement to orders@eastrockent.com before the deadline. You are responsible for direct return costs unless we agreed otherwise or the law requires us to pay. Where required, we will refund eligible payments, including the cost of the least expensive standard outbound delivery option, using the original payment method. We may withhold the refund until we receive the goods or proof of return.


Mandatory withdrawal rights may not apply to:


  • goods made to your specifications or clearly personalized;
  • sealed audio, video, or software products after you unseal them;
  • digital content after performance or downloading begins when you expressly consented and acknowledged the loss of the withdrawal right;
  • fully performed services where you expressly requested immediate performance and acknowledged the applicable loss of withdrawal rights;
  • tickets, bookings, or leisure services for a specific date; and
  • other products or services excluded by applicable law.

We will not apply a restocking fee where prohibited, although applicable law may permit a deduction for diminished value caused by handling beyond what is necessary to establish the product's nature, characteristics, and functioning. If mandatory law gives you greater rights than this policy, that law controls.


13. Refund Review and Payment

After an authorized return is received, we will inspect it and notify you whether the refund is approved, reduced, or denied. Inspection generally takes up to five business days, but complex, carrier, or fulfillment-partner claims may take longer.


An approved refund will be issued to the original payment method, generally within 10 business days after approval. We cannot redirect a refund to a different card, bank account, or person. Gift-card purchases are refunded to gift card or store credit where permitted.


Your financial institution may require additional time to post the refund. If more than 15 business days have passed since we confirmed approval, contact orders@eastrockent.com.


Except where required by law or caused by our confirmed error or a covered defect, original shipping, expedited shipping, customs duties, import taxes, brokerage fees, return shipping, and other third-party charges are nonrefundable. A discretionary refund is reduced by the 10% restocking fee and any other authorized deduction.


14. Payment Disputes and Chargebacks

Contact us first if you believe a charge or refund is incorrect so we can investigate. Filing a knowingly false or fraudulent chargeback may result in account suspension, cancellation of pending benefits, recovery of chargeback fees and costs where permitted by law, or other remedies. Nothing in this section limits your lawful right to dispute an unauthorized or incorrect charge.


15. Changes to This Policy

We may update this policy prospectively to reflect changes in products, return systems, fulfillment providers, or law. The policy in effect when an order is placed generally governs that order, except where a later version benefits you or applicable law requires otherwise.


16. Contact Us

For a return, refund, or product issue, contact:


East Rock Entertainment LLC
Attn: Returns
175 Manomet Avenue
North Haven, Connecticut 06473
United States
Email: orders@eastrockent.com


Do not mail a return to this address unless your return authorization specifically directs you there. Legal notices should be sent to legal@eastrockent.com.