Event Registrations (Tickets)
Registration fees for events (e.g. Volt Run 2026) are strictly non-refundable and non-transferable under any circumstances, including event cancellation, postponement, or any other circumstances beyond the Organising Committee’s control.
Once a registration is refunded, that ticket is void. Its QR code will no longer scan at kit collection, regardless of the reason for the refund. This applies to duplicate-charge refunds and category-change refunds alike — if you’re switching categories, don’t attempt to collect your kit with the old ticket once the refund has gone through.
Exception — duplicate or erroneous charges. If a payment gateway error causes you to be charged twice for what was meant to be a single registration (for example, checkout showed an error and you tried again, but both attempts actually went through), contact us with proof of both transactions and we will refund the duplicate charge. This exception is for genuine payment errors only — it does not apply to two separate, intentional registrations (e.g. registering yourself and a friend).
Category changes are not available as a “top-up.” We do not support upgrading or downgrading your race category by paying or refunding the price difference (e.g. switching from 5KM to 10KM). If you want to change categories, the process is: request a full refund of your current registration (this voids that ticket), then register again for your desired category — subject to availability and before registration closes. You cannot hold both the old and new registration at once.
Changes to registration details (e.g. T-shirt size, race category) may be requested before registration closes by contacting us — see the relevant event’s Volt Run Terms & Conditions page for instructions.
Merchandise
Our refund and returns policy for merchandise items lasts 14 days from the date of purchase. If 14 days have passed since your purchase, we can’t offer a refund or exchange.
To be eligible for a return, your item must be unused, unworn, and in the same condition you received it, including original packaging.
The following are not eligible for return:
- Items marked as final sale
- Items that have been used, worn, or altered
- Personalised or custom-made items
To complete a return, we require a receipt or proof of purchase (order number or confirmation email).
Refunds
Once your return is received and inspected, we will let you know whether it’s approved. If approved, you’ll receive an automatic email confirmation once the refund is processed to your original method of payment, within a reasonable number of business days. If your return is not approved, we’ll contact you directly to explain why.
Exchanges
We only replace merchandise items if they are defective or damaged upon receipt. To request an exchange, contact us at admin@mortarevents.com / hello@mortarevents.com or via https://www.themortarshop.com/contact/.
Shipping / Collection Returns
For merchandise requiring shipping, you are responsible for return shipping costs unless the item was defective or incorrect due to our error.
For items collected in person (e.g. at event kit collection), returns or exchanges must be raised at the time of collection wherever possible.
Need Help?
Contact us at admin@mortarevents.com / hello@mortarevents.com or via https://www.themortarshop.com/contact/ for any questions related to refunds, returns, or event registrations.